Genesys Cloud CX Logo
Genesys Cloud CX Logo
Genesys

Genesys Cloud CX

Composite Score
7.2 /10
CX Score
7.2 /10
Genesys Cloud CX
7.2 /10

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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Genesys Cloud CX Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

88 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+84 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?

0% Negative
15% Neutral
85% Positive

Pros

  • Performance Enhancing
  • Enables Productivity
  • Efficient Service
  • Caring

Feature Ratings

Average 83

Analytics and Reporting

87

Contact List Management

85

Call Management

85

Power/Progressive Dialer

83

Preview Dialer

82

CRM Integration

82

Campaign Control Management

82

Interactive Voice Response (IVR) and Call Flow Designer

80

Omnichannel Integration

80

Predictive Dialer

78

Vendor Capability Ratings

Average 83

Quality of Features

89

Ease of Implementation

87

Ease of Data Integration

85

Business Value Created

85

Product Strategy and Rate of Improvement

84

Usability and Intuitiveness

82

Availability and Quality of Training

82

Ease of IT Administration

82

Breadth of Features

82

Vendor Support

80

Ease of Customization

74

Genesys Cloud CX Reviews

Kaniaru W.

  • Role: Operations
  • Industry: Consulting
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2022

Best Call Center Solution For Business

Likeliness to Recommend

9 /10

What differentiates Genesys Cloud CX from other similar products?

Genesys Cloud CX ia different in that it aims at bettering customer experience by offering features such as phone, chat, social channels, and text. In addition, this software ensures the agents are busy and everything is flawless no matter where they are.

What is your favorite aspect of this product?

I like the availability of Genesys Cloud CX. The software is affordable and ensures a better customer experience. It provides features such as emails, chat, call, and social channels all of which betters customer experience. Using this software is effortless for both agents and customers

What do you dislike most about this product?

Genesys Cloud CX is just flawless. No bad encounters

What recommendations would you give to someone considering this product?

I recommend Genesys Cloud CX as an auto dialer and contact centre because it has it all. What's more it's affordable and easy to use

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Agus T.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Nov 2021

far exceeds other instruments

Likeliness to Recommend

9 /10

What differentiates Genesys Cloud CX from other similar products?

I'd like to highlight a couple of its main features, which are implemented as standard functions: Salesforce connection and calls from phone numbers registered in Salesforce. Single sign-on is supported by Genesys Cloud. Salesforce activity objects save call time, AHT, ACW, call recording link, and so on automatically. Another fantastic feature is the option to work from home, which includes remote phone access via WebRTC and cell phones, as well as internal chat features. Because these are fundamental functions, you are free to work from home. It is useful to be able to collect pertinent statistics, such as conversation time or standby time

What is your favorite aspect of this product?

We were able to provide protection for sales employees answering the phone in the Corona, BCP, and other catastrophes by letting them begin working from home at a cheap cost, as previously indicated. Despite the fact that the query answer log is left in Salesforce as text, the call time and AHT are instantly linked to the Salesforce activity object, providing for accurate analytics on the content of each inquiry, such as call time. More complex analytics can now be implemented. If the smartphone is registered, the phone may be answered even while the user is at home, which I want to employ in future work techniques.

What do you dislike most about this product?

When call waiting happens, it is helpful if the target company's user has a function to create a POPUP notice when call waiting occurs.

What recommendations would you give to someone considering this product?

It is recommended if you wish to enhance the efficiency of answering calls since you may obtain a large number of numbers at once. Because the version is updated on a regular basis, new features will be added. Provides a cloud solution; due to internal constraints, only a cloud solution is permitted to be installed. Applicable to commercial cabins with 1,000 seats or more that can adjust swiftly to future base and cabin growth. Furthermore, you may assess and analyze previous months' performance to increase efficiency. It is tremendously useful to be able to compare the current with the past in real time.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Enables Productivity

Emin H.

  • Role: Sales Marketing
  • Industry: Finance
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Aug 2021

Great but some optimization is needed

Likeliness to Recommend

9 /10

What differentiates Genesys Cloud CX from other similar products?

We integrated the software into our dialing system that provides us sustainable information, script. We manage our call through this system that we can correctly communicate with our clients.

What is your favorite aspect of this product?

It is quite compact that includes many features which are essential for this type of software. We managed to continue our work from home as we were able to communicate and talk with foreign institutions. The customer service is the nuance that directed me to go with Genesys Cloud CX as they are responding to our calls and they came back with the solutions.

What do you dislike most about this product?

Reporting is not working properly as I was expecting to have. Besides the price is too expensive that is a side which makes the software uncompetitive with other rivals. I would be happy to have a more user-friendly interface as it was a little bit complex when I started to use it. The error happens often although the customer support informed me that it is regarding my network. The implementation team is needed to effectively use the software.

What recommendations would you give to someone considering this product?

Consider that there could be some crashed but it is one of the best of the marketplace

Pros

  • Reliable
  • Enables Productivity
  • Efficient Service
  • Effective Service