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
98 Plan to Renew
75 Satisfaction of Cost Relative to Value
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
- Reliable
- Performance Enhancing
- Enables Productivity
- Acts with Integrity
How to read the Emotional Footprint
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
Negative
Neutral
Positive
Feature Ratings
Call Recording
Multi Channel Intake Integration
Multi Channel Queue Management
Knowledge Management
Call Scripting and Call Flow Management
Skills Based Routing
Screen Prompts
Contact Center Analytics
Workforce Management
Vendor Capability Ratings
Ease of IT Administration
Ease of Implementation
Business Value Created
Quality of Features
Product Strategy and Rate of Improvement
Breadth of Features
Usability and Intuitiveness
Availability and Quality of Training
Ease of Customization
Vendor Support
Ease of Data Integration
Genesys Cloud CX Reviews
Prakash R.
- Role: Information Technology
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Apr 2023
Nice Product and extremely reliable,easy to use
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Genesys Cloud CX is unique in how it helps you transform your customer experience - no matter where the customer conversation starts or ends. By connecting your entire contact center across your teams, tools, and interactions, you have the insight to address customers problems with ease. With intelligent experience orchestration, your customers feel understood, and your agents feel empowered. Differentiate faster, adapt easier, and architect better with an all-in-one composable modern architecture.
What is your favorite aspect of this product?
1.The user interface is instinctive and so user friendly. 2.MOS scores for every call built in (intelligent analysis tool). Concurrent model allows to scale at lower additional costs compared to named model. 3.Genesys pure cloud side, we generally use social media integration, which is good to have Twitter and facebook to use it.
What do you dislike most about this product?
1..Customer support and change management. We have had issues during normal working hours with no warnings because changes were made and were not communicated. 2.I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem. 3.There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail.
What recommendations would you give to someone considering this product?
1.Ease-of-use 2.Value for money 3.Customer Support 4.Functionality
Pros
- Continually Improving Product
- Trustworthy
- Unique Features
- Saves Time
Please tell us why you think this review should be flagged.
Anurag p.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2023
Indeed A Good One!
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
It is much more efficient and easy to use compared to other products.
What is your favorite aspect of this product?
we have a lot of tools that help in providing scalability and more customer-centric nature. Integration is one thing that is really good in this as we can integrate Voicebots, chatbots SSO, and third-party speech engine integration.
What do you dislike most about this product?
The cost factor is something that I am not liking. Apart from this its good to use.
What recommendations would you give to someone considering this product?
The Software is good and will surely help you to scale up your business and is easy to sue. GO for it!
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Respectful
Cons
- Wastes Time
- Slower Product Innovation
- Less Inspiring
Please tell us why you think this review should be flagged.
Pradum K.
- Role: Operations
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2023
Easy to use all in one with robust services.
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
It's simple integration and usability also continuous support makes it easier and more reliable.
What is your favorite aspect of this product?
The Usability factor is that differentiate it from the other products and that is the major reason we are still choosing it
What do you dislike most about this product?
Enhancement area is the major area of concern.
What recommendations would you give to someone considering this product?
I would recommended them this product if they have less priority to rapid changes.
Pros
- Saves Time
- Helps Innovate
- Reliable
- Enables Productivity
Please tell us why you think this review should be flagged.
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