Genesys Cloud CX Logo Award Winner Product Badge
Genesys Cloud CX Logo Award Winner Product Badge
Genesys

Genesys Cloud CX

8.4 /10
Category
Genesys Cloud CX
8.4 /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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Awards & Recognition

Genesys Cloud CX won the following awards in the Contact Center as a Service - Enterprise category

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Genesys Cloud CX Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Genesys Cloud CX.

87 Likeliness to Recommend

98 Plan to Renew

75 Satisfaction of Cost Relative to Value


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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?

3% Negative
8% Neutral
89% Positive

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Acts with Integrity

Feature Ratings

Average 79

Call Recording

84

Multi Channel Intake Integration

80

Multi Channel Queue Management

80

Knowledge Management

79

Call Scripting and Call Flow Management

79

Skills Based Routing

79

Screen Prompts

77

Contact Center Analytics

77

Workforce Management

76

Vendor Capability Ratings

Average 77

Ease of IT Administration

82

Ease of Implementation

81

Business Value Created

79

Quality of Features

78

Product Strategy and Rate of Improvement

78

Breadth of Features

76

Usability and Intuitiveness

76

Availability and Quality of Training

75

Ease of Customization

75

Vendor Support

73

Ease of Data Integration

73

Genesys Cloud CX Reviews

Prakash R.

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

Submitted Apr 2023

Nice Product and extremely reliable,easy to use

Likeliness to Recommend

9 /10

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

Anurag p.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Apr 2023

Indeed A Good One!

Likeliness to Recommend

8 /10

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

Pradum K.

  • Role: Operations
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Apr 2023

Easy to use all in one with robust services.

Likeliness to Recommend

7 /10

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

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