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
Himanshu S.
- Role: Industry Specific Role
- Industry: Banking
- Involvement: Business Leader or Manager
Submitted Apr 2023
Revolutionary Product
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Genesys Cloud CX helps us to differentiate faster, adapt easier, and architect better with an all-in-one composable modern architecture.
What is your favorite aspect of this product?
It is supported on all platforms. It is scalable for all types of customers: small, medium & large. The customer support is great.
What do you dislike most about this product?
The AI features need to be upgraded as this is the need of the hour in customer support industry.
What recommendations would you give to someone considering this product?
The migration experience to Genesys cloud CX is smooth, the CX automation performance is great as well. The user engagement is high.
Pros
- Helps Innovate
- Continually Improving Product
- Effective Service
- Inspires Innovation
Please tell us why you think this review should be flagged.
Umesh K.
- Role: Information Technology
- Industry: Banking
- Involvement: End User of Application
Submitted Apr 2023
Genesys Cloud CX is a great platform for customer
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Its very agile and vert much cost -effective. Getting a quality IT product at an affordable yet effective way is one big thing for business scale. Pricing model is big factor that differentiates Genesys cloud
What is your favorite aspect of this product?
One best feature is its scalability, I also like its AI-powered futuristic options to ease the tool usage. It has a great security measures, and smooth integration with our internal systems like ERP.
What do you dislike most about this product?
Customer support team can be more attentive and timebound i have faced issues related to API development and resolution turn around time was more than expected.
What recommendations would you give to someone considering this product?
I would highly recommend the teams to go ahead and use the tool You will definitely feel and observe the difference in an efficient way Happy share my opinion and help you in any way for purchasing process
Pros
- Helps Innovate
- Reliable
- Effective Service
- Respectful
Please tell us why you think this review should be flagged.
Umesh M.
- Role: Finance
- Industry: Finance
- Involvement: IT Leader or Manager
Submitted Apr 2023
Effective and efficient for Business Use
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
I have very rarely observed downtime in Genesys and it's a great added advantage, which makes it different from other tools.
What is your favorite aspect of this product?
It s very flexible and the interface is so smooth, all the team members can access and view it at the same time and easily can access it from the home browser.
What do you dislike most about this product?
We we told that the orders can be taken over the chat feature, but in practical application, it is not, though it has less effect on our use.
What recommendations would you give to someone considering this product?
I would like to recommend my peers to go with this tool for business use, as it adds great value to the overall business performance, worth a try.
Pros
- Efficient Service
- Reliable
- Unique Features
- Saves Time
Please tell us why you think this review should be flagged.
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