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

Genesys Cloud CX

Composite Score
8.4 /10
CX Score
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.

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.

87 Likeliness to Recommend

98 Plan to Renew

75 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.

+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

Marc B.

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

Submitted Apr 2023

Great Overall Customer Experience

Likeliness to Recommend

8 /10

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

Zaffar S.

  • Role: Operations
  • Industry: Communications
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2023

User-friendly and intuitive interface.

Likeliness to Recommend

8 /10

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

Timmyleh P.

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

Submitted Apr 2023

This is the best CX software I have ever used.

Likeliness to Recommend

10 /10

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

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