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
Marc B.
- Role: Finance
- Industry: Manufacturing
- Involvement: Business Leader or Manager
Submitted Apr 2023
Great Overall Customer Experience
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Excellent Dashboards for top level review
What is your favorite aspect of this product?
It's ease of use and transportability.
What do you dislike most about this product?
I do not dislike anything about the product.
What recommendations would you give to someone considering this product?
If you are looking at solutions for great customer experience, this should definitely be a top contender.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
Please tell us why you think this review should be flagged.
Zaffar S.
- Role: Operations
- Industry: Communications
- Involvement: IT Leader or Manager
Submitted Apr 2023
User-friendly and intuitive interface.
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
It is simple to use and very technically sound.
What is your favorite aspect of this product?
The interface and user friendly approach
What do you dislike most about this product?
Some expect that are difficult to understand
What recommendations would you give to someone considering this product?
Yes absolutely
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Enables Productivity
Please tell us why you think this review should be flagged.
Timmyleh P.
- Role: Operations
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2023
This is the best CX software I have ever used.
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
The interface is sleek and intuitive. It's much cleaner compared to other products and is easy to navigate.
What is your favorite aspect of this product?
Its Contact Center feature, where it provides different views for call center management, agent phone status, analytics, and the like.
What do you dislike most about this product?
So far, I do not find anything about the product that I dislike Everything about the product works for me.
What recommendations would you give to someone considering this product?
I'd recommend Genesys CX as a more effective contact center management software for small and medium-sized contact centers.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
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