Genesys Cloud CX Logo Award Winner Product Badge
Genesys Cloud CX Logo Award Winner Product Badge
Genesys

Genesys Cloud CX

Composite Score
8.4 /10
CX Score
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.

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


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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?

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

Nadeeka H.

  • Role: Information Technology
  • Industry: Communications
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Apr 2023

"Fantastic product!"

Likeliness to Recommend

9 /10

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

Lauren C.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Nov 2022

Fully customizable for flexible scheduling

Likeliness to Recommend

10 /10

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

Basant S.

  • Role: Vendor Management
  • Industry: Telecommunications
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Nov 2022

ALL-IN-ONE CLOUD CONTACT CENTRE SOLUTION

Likeliness to Recommend

10 /10

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

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