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

Serdar Ş.

  • Role: Information Technology
  • Industry: Banking
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2023

Central cloud solution

Likeliness to Recommend

9 /10

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

Saket K.

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

Submitted Apr 2023

Perfect solution for Cloud Contact Center!

Likeliness to Recommend

10 /10

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

Neha B.

  • Role: Industry Specific Role
  • Industry: Food and Beverage
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2023

Excellent Product and great performance

Likeliness to Recommend

9 /10

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

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