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

Himanshu S.

  • Role: Industry Specific Role
  • Industry: Banking
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2023

Revolutionary Product

Likeliness to Recommend

10 /10

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

Umesh K.

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

Submitted Apr 2023

Genesys Cloud CX is a great platform for customer

Likeliness to Recommend

10 /10

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

Umesh M.

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

Submitted Apr 2023

Effective and efficient for Business Use

Likeliness to Recommend

8 /10

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

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