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

Amandeep V.

  • Role: Vendor Management
  • Industry: Other
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Apr 2023

Easy to use easy to intrigrate Reporting good

Likeliness to Recommend

9 /10

What differentiates Genesys Cloud CX from other similar products?

Second, PMs work closely with designers, so you’ll be expected to deliver criticism on designs with a high degree of emotional intelligence. Interviewers will therefore want to see that you can provide clear and constructive feedback when answering the question.

What is your favorite aspect of this product?

First, one of your tasks as a PM is to help design new product features and improve existing ones. So you’ll need to be able to explain what differentiates an excellent product from its competitors.

What do you dislike most about this product?

Third, PM’s often have to make important design decisions with little time and lacking data. So a good PM knows the product they own inside and out, which helps to make better choices in

What recommendations would you give to someone considering this product?

So a good PM knows the product they own inside and out, which helps to make better choices in Third, PM’s often have to make important design decisions with little time and lacking data.

Pros

  • Reliable
  • Enables Productivity
  • Fair
  • Acts with Integrity

Cons

  • Inhibits Innovation
  • Less Effective Service
  • Less Friendly Negotiation

Nuthigattu K.

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

Submitted Apr 2023

Genesys Cloud is a great platform in overall

Likeliness to Recommend

10 /10

What differentiates Genesys Cloud CX from other similar products?

The customization feature is a clear differentiator. We can make the changes and make tailored config as per our requirements which we generally dont see in similar products,

What is your favorite aspect of this product?

This tool has a smooth flow for calls, chat, email, social media interactions and can manage very easily.. It also has a great and accurate analytics capabilities, allowing us to track everything gain insights.

What do you dislike most about this product?

When an update is given or release, it should be communicated with end users, but its not. Sometimes its hard to understand the changes.

What recommendations would you give to someone considering this product?

I personally encourages peers to try this tool and it makes your life easy and saves a lot of time and cost.

Pros

  • Enables Productivity
  • Effective Service
  • Transparent
  • Helps Innovate

Deepak N.

  • Role: Operations
  • Industry: Education
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2023

State of the art user friendly console

Likeliness to Recommend

10 /10

What differentiates Genesys Cloud CX from other similar products?

Genesys Cloud CX has very advance console. Features are very user friendly and better than other consoles available in market. Helps create user data base and lead generation.

What is your favorite aspect of this product?

Some features 1. Pricing advatage 2. Advance Console 3. Lead Generation 4. It can Store bundle of Data. 5. Reduced Man power 6. Interactive with CX. 7. High Self service score.

What do you dislike most about this product?

Console can be quicker than normal and there are some glitches which can be fixed in timely updation.

What recommendations would you give to someone considering this product?

Excellent product with lower pricing to its counterparts. Maximum output and easily available.

Pros

  • Reliable
  • Trustworthy
  • Efficient Service
  • Effective Service

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