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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceGenesys 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
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
Nadeeka H.
- Role: Information Technology
- Industry: Communications
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2023
"Fantastic product!"
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Due to its composable open architecture, microservices-based architecture, API-first development, open data, and artificial intelligence (AI) capabilities, Genesys Cloud CX differs from other comparable contact centre solutions. Rapid innovation, agility, and resilience are made possible by these traits, which is essential in the fast-paced business climate of today. Genesys Cloud CX also provides a modular design that enables the orchestration of an adaptable and durable CX tech stack, guaranteeing that it can meet the particular business requirements of each enterprise. It also provides end-to-end security, privacy, &compliance.
What is your favorite aspect of this product?
End-to-end security, privacy, compliance, and transparency, which further distinguishes it as a trustworthy and secure platform.
What do you dislike most about this product?
Bit pricy comparing to other products
What recommendations would you give to someone considering this product?
Genesys Cloud CX comes highly recommended if you're seeking for a cloud-based customer experience platform that can assist you in providing amazing experiences to your clients. It is the perfect option for enterprises looking to stay ahead of the curve and provide their customers with the greatest experiences possible due to its rapid innovation, agility, and resilience.
Pros
- Security Protects
- Reliable
- Performance Enhancing
- Enables Productivity
Please tell us why you think this review should be flagged.
Lauren C.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Nov 2022
Fully customizable for flexible scheduling
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
The ability to customize a prompt menu is particularly useful for routing calls as it allows the caller to narrow down the department in advance of being connected. IVR goes a long way in helping route calls based on the agent skills or the quickest available agent
What is your favorite aspect of this product?
It allows us to sort voicemails visually showing the caller ID, the time a message was left and any other details which makes it easy to respond to voicemails the next working day
What do you dislike most about this product?
Prompt agents to record calls if call recording is not set in advance. This will allow us to go back over difficult calls to check the details on how something was resolved as well as do quality checks on a regular basis
What recommendations would you give to someone considering this product?
Genesys Cloud CX is innately cloud-based to enable seamless remote agent working and support for multi-site businesses. It offers the best omnichannel routing across voice and other digital channels
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Basant S.
- Role: Vendor Management
- Industry: Telecommunications
- Involvement: Business Leader or Manager
Submitted Nov 2022
ALL-IN-ONE CLOUD CONTACT CENTRE SOLUTION
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Genesys Cloud CX unifies customer and agent experiences across phone, email, chat, text and social channels.
What is your favorite aspect of this product?
Genesys cloud application can be integrated with multiple open source application present in App fondry
What do you dislike most about this product?
It is hard do customize, dashboards and repports to our likings.
What recommendations would you give to someone considering this product?
Reporting can be more customizable with attractive UI
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Get Instant Access<br>to this Report
Get Instant Access
to this Report
Unlock your first report with just a business email. Register to access our entire library.
© 2024 SoftwareReviews.com. All rights reserved.