What is Genesys Cloud CX?
Unify customer experiences across phone, email, chat, text and social channels. Keep agents productive and engaged, no matter where they are. The Genesys Cloud CX™ platform does it all.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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87 Likeliness to Recommend
1
Since last award
98 Plan to Renew
75 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
+82 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Genesys Cloud CX?
Pros
- Performance Enhancing
- Enables Productivity
- Acts with Integrity
- Reliable
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Call Recording
Multi Channel Intake Integration
Call Scripting and Call Flow Management
Multi Channel Queue Management
Knowledge Management
Skills Based Routing
Screen Prompts
Contact Center Analytics
Workforce Management
Vendor Capability Ratings
Ease of IT Administration
Ease of Implementation
Business Value Created
Product Strategy and Rate of Improvement
Quality of Features
Usability and Intuitiveness
Breadth of Features
Availability and Quality of Training
Ease of Customization
Ease of Data Integration
Vendor Support
Genesys Cloud CX Reviews
Renata C.
- Role: Finance
- Industry: Telecommunications
- Involvement: Business Leader or Manager
Submitted Apr 2024
Likeliness to Recommend
Pros
- Continually Improving Product
- Enables Productivity
- Trustworthy
- Unique Features
- Role: Consultant
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Dec 2023
Genesys Cloud for CX is a good path
Likeliness to Recommend
Pros
- Reliable
- Helps Innovate
- Continually Improving Product
- Trustworthy
Kiran C.
- Role: Information Technology
- Industry: Communications
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2023
Best Comprehensive and scalable cloud-based CC
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Genesys Cloud CX stands out by offering a highly flexible and customizable platform that combines advanced contact center capabilities with extensive integrations and AI-powered features to enhance customer experiences.
What is your favorite aspect of this product?
Genesys Cloud CX is all-in-one platform provides a comprehensive suite of contact center and customer experience tools in a single cloud-based platform. It combines features such as omnichannel routing, workforce optimization, analytics, AI-powered automation, and CRM integration, eliminating the need for multiple disparate systems.
What do you dislike most about this product?
Cost & Customization Complexity
What recommendations would you give to someone considering this product?
When considering Genesys Cloud CX, I recommend thoroughly evaluating your organization's specific requirements, engaging with Genesys representatives, and conducting a comprehensive cost-benefit analysis to ensure alignment with your business objectives and expected return on investment.
Pros
- Trustworthy
- Continually Improving Product
- Performance Enhancing
- Enables Productivity