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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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
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?
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
Serdar Ş.
- Role: Information Technology
- Industry: Banking
- Involvement: IT Leader or Manager
Submitted Apr 2023
Central cloud solution
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Genesys Cloud CX support processes, we can get a very fast response and solution. This is the most beautiful feature that distinguishes it from other ünren.
What is your favorite aspect of this product?
The central solution aspect is my favorite part.
What do you dislike most about this product?
The reporting tool in the interface sometimes does not work the way I want.
What recommendations would you give to someone considering this product?
The best factor in recommending this product is that the integration processes into a structure are very fast.
Pros
- Effective Service
- Security Protects
- Performance Enhancing
- Efficient Service
Cons
- Commodity Features
- Inhibits Innovation
- Less Caring
Please tell us why you think this review should be flagged.
Saket K.
- Role: Information Technology
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Apr 2023
Perfect solution for Cloud Contact Center!
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Genesys Cloud CX is much easier to use in comparison to other similar products which makes the customer experience much better.
What is your favorite aspect of this product?
My favorite aspect of Genesys Cloud CX is that it's so easy to use that we can say that it's the perfect all-in-one cloud contact center solution which increases the customer and agent's experience across various channels.
What do you dislike most about this product?
I didn't find any negative point about this product as it's just perfect.
What recommendations would you give to someone considering this product?
I would suggest that if anyone is thinking of trying this product, then don't have any second thoughts about this, just start using it as Genesys Cloud CX is just perfect!
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Neha B.
- Role: Industry Specific Role
- Industry: Food and Beverage
- Involvement: Business Leader or Manager
Submitted Apr 2023
Excellent Product and great performance
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Its customer support is too fabulous and they take the turnaround time very seriously and its very effective. I guess this is the most important differentiator for Genesys keeping customers happy.
What is your favorite aspect of this product?
The forecasting and reporting metrics are too good and to the point. It gives a clear picture on the overall process to help us understand in a clear way
What do you dislike most about this product?
Its historical data availability is poor, we can track only a month data in history. Even changes are not that easily can be monitored. Need fixes in that space.
What recommendations would you give to someone considering this product?
I would definitely recommend. We can cater clients across globe sitting at home using this product in a very effective way, what else one would ask for. go for it.
Pros
- Helps Innovate
- Reliable
- Inspires Innovation
- Caring
Please tell us why you think this review should be flagged.
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