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Genesys Cloud CX

Genesys Cloud CX
Formerly Genesys Cloud

Overview

What is Genesys Cloud CX?

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

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Recent Reviews

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User-Friendly Interface: Reviewers have consistently praised the platform's simple and intuitive interface, making navigation effortless …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Warm transfer (366)
    8.5
    85%
  • Recording (356)
    8.5
    85%
  • Call tracking (356)
    8.4
    84%
  • Agent dashboard (378)
    7.8
    78%

Reviewer Pros & Cons

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Video Reviews

12 videos

Genesys Cloud CX Review | Sales Manager's Experience
07:06
Senior Application Developer's Honest Thoughts | Genesys Cloud CX Review
07:32
Genesys Cloud CX | Providing Quality Client Care
03:42
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Pricing

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Genesys Cloud CX 1 - Voice

$75

Cloud
per month (billed annually) per user

Genesys Cloud CX 2 - Digital

$95

Cloud
per month (billed annually) per user

Genesys Cloud CX 2 - Digital + Voice

$115

Cloud
per month (billed annually) per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.genesys.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $75 per month
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Product Demos

Get to know Genesys Cloud

www.genesys.com

Genesys Cloud Guided Tour

www.genesys.com
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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.1
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.8
Avg 8.2
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Product Details

What is Genesys Cloud CX?

Customer relationships can be complex, but that doesn’t mean they have to be difficult. The Genesys Cloud CX (formerly Genesys Cloud) solution promises to make customer relationships simple. Built to handle any channel, the Genesys Cloud CX (formerly Genesys Cloud) platform follows the conversation across communication channels—turning calls, email, chats and social comments into a conversation.

The solution aims to simplify the way businesses connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships. Genesys Cloud CX (formerly Genesys Cloud) is a customizable application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.

The software deploys in days, and updates are available each week. The vendor states Genesys Cloud CX has active customers in more than 100 countries around the world.

Genesys Cloud CX Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots

Additional Features

  • Supported: Voice Routing
  • Supported: Web Chat
  • Supported: Email Response
  • Supported: SMS
  • Supported: Social Listening
  • Supported: Unified Communications
  • Supported: Softphone
  • Supported: Workforce Scheduling

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability

Genesys Cloud CX Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesCanada, Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom, United States, Guam, N. Mariana Island, US Virgin Islands, Puerto Rico, Argentina, Brazil, Chile, Colombia, Dominican Republic, El Salvador, Mexico, Panama, Peru
Supported LanguagesArabic, Chinese (simplified), Chinese (traditional), Czech, Danish, Dutch, English, Finnish, French, German, Italian, Hebrew, Japanese, Korean, Norwegian, Polish, Portuguese (Brazil), Portuguese (Portugal), Russian, Spanish, Swedish, Thai, Turkish

Frequently Asked Questions

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Genesys Cloud CX starts at $75.

Five9, NICE CXone, and Talkdesk are common alternatives for Genesys Cloud CX.

Reviewers rate Warm transfer and Recording highest, with a score of 8.5.

The most common users of Genesys Cloud CX are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(706)

Attribute Ratings

Reviews

(1-25 of 421)
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Rafael Redillas | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Genesys Cloud CX is able to help us improve our IVRS for voice calls and chatbots for non-voice. We have started updating our ChatBot Knowledge Base to improve the AI of our ChatBot. Everything is still in the works, but we are on our way to improve our contact center operations. It is expected to be a continuous improvement process.
  • Call routing
  • Flow charting
  • Queue Management
  • Process lead time for queue management
  • MTLS integration
  • SOW lead time
Genesys Cloud CX has been a reliable partner for years.
Score 6 out of 10
Vetted Review
Verified User
We use Genesys Cloud CX for Contact Center Management, Reporting & Analytics. Our acentric requirement is Improved Customer Service & Agent Utilization; basically do more in less. Genesys Cloud CX helps us achieve through its flexibility & adapts to our changing business needs, making it suitable for our dynamic & multi-client environments. The scope actually depends on our customers - some use it for Contact Center operations however other integrate it with several other applications & systems e.g. CRM etc. We provide every service that Genesys Cloud CX can be used for.
  • Standard omnichannel routing - multiple-media interactions are handled well.
  • WFM - agent scheduled, workload balancing, forecasting, etc.
  • 3rd Party Integrations - Easy integration with CRMs, DBs. ADs etc.
  • We are exploring Predictive Routing & finding is useful so far.
  • Reporting is also very useful & informative.
  • There's a room for adding more features. Genesys is already doing that, however need to get inspiration from its competitors' products.
  • Routing & Queueing limitations. This can be improved.
  • Everything else is fairly useful. Large Enterprises still prefer other products, however Small & Mid level Contact Centers prefer Genesys Cloud CX.
As mentioned above, Small & Mid level contact center make use of Genesys Cloud CX features well. The predictive routing is one useful feature for them. However Large Scale businesses require segregation & multiple routing & queueing options in Genesys Cloud CX. Some customers has budget constraints as the platform's most comprehensive features come at an extra cost.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Cloud CX as the main platform in our contact center. We take mostly calls but also handle emails, chats and other automated tools with Genesys Cloud CX.
  • Routing interactions to agents reliably
  • Integrates very well with existing CRMs
  • Great automated tools
  • Better language support for Nordic countries
  • Less complex license model
  • Facilitate customer and partner relationships
Genesys Cloud CX excels at facilitating a wide range of contact options for a contact center and fits very well in the puzzle of integrations that can exist in a business. Genesys Cloud CX has excellent control and options for outbound campaign calls to reach a large population in a short time.

There are areas where Genesys Cloud CX could do better even though it may seem out of scope. Instead of full integration with other systems and CRM there is a possibility to use Genesys Cloud CX as a CRM tool if the config is good enough. Facilitating these tools for creative admin users or partners could be a great way to maximizing the potential of this platform.
Kristopher Charles, MBA | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Genesys Cloud CX is the contact center system of choice for my organization. Prior to the implementation of Genesys Cloud CX, our customer service experience was very fractured leading to higher handle times and a lack of customer insights. With Genesys Cloud CX, we unify these experiences to provide a 360 view of the services we provide.
  • Genesys Cloud CX provides excellent documentation and training modules
  • Genesys Cloud CX has a strong and engaging user community
  • Deployment options are very flexible and support just about any telephony/email configuration
  • Tier 1 support can sometimes be frustrating with logging requirements
  • 3rd party support partners can add latency to issue acknowledgement and resolution
  • New AI features may carry additional cost outside of the Genesys Cloud license
Genesys Cloud CX offers best in class customer experience orchestration for voice and web messaging. Our organization is able to simplify the IVR with intelligent routing. Where Genesys Cloud CX is less well suited is with regards to managing email interactions. Our agents sometimes struggle with interactions that require multiple responses that are threaded in a single conversation.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Cloud CX in our biggest divisions, responsible for customer support and sales. Given that these two add up to the majority of calls we receive on a daily basis, we needed a product that provided all necessary tools and services - not only to our agents, but also supervisors, coordinators and quality teams, as well as a system that wasn't overly complicated for our admin team.
  • Customazible call screens, that we can adapt for each of our brands
  • Comprehensive and detailed reports
  • A simple platform for daily use of our agents
  • Disconnect reasons are way too complicated
  • More customizations options on quality reports (avaluations)
I think that Genesys is ideal for bigger instances, larger companies with a variety of possible paths to be followed in both IVRs and BOTs, because while it has so many options of self services (we currently use APIs for automations) it is also kind of expensive. Additionaly, we have a company which provides us with Genesys support.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We are using Genesys Cloud CX as the call center solution, which includes functionality like IVR, identification and verification modules, and integration with Salesforce and chatbots. We are using a built-in analytics feature to gain insights into customer behavior, agent performance, and overall call center efficiency. The cloud solution's flexibility, scalability, and setup allow us to adjust according to our needs quickly and efficiently. Genesys's continuous updates and improvements show its commitment to providing a top-notch platform.
  • Scalability and quick setup.
  • All functionality is available via API.
  • Continuous updates and improvements.
  • Historical reporting.
  • Workforce management.
  • troubleshooting tools.
The platform is user-friendly and intuitive to all users of other call center solutions. The flexibility, scalability, and set-up of the cloud solution allow us to adjust according to our needs quickly and efficiently. Genesys's continuous updates and improvements show their commitment to providing a top-notch platform.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Cloud CX as our contact center solution for our customers to call in and request assistance for our Accounting product. The business problems Genesys Cloud CX addresses: 1) Contact Center integration into Salesforce for our support analysts which is their primary case management platform 2) Real-time call and queue insights for contact center resourcing 3) Routing calls based on product skillsScope of our use case is voice calls only at this time - future use cases will include SMS and chat We are looking to refine our call flows to add in queue based routing and sending Genesys insights via API's into Salesforce to enhance our reporting. This will allow us to gain deeper insights into our customer calls and be able to analyze call patterns to develop richer reporting metrics. We have also created an Agent Permission Set in the Genesys App for our agents to leverage so that they see their incoming call patterns and agent queue availability.
We have also added data table ad hoc prompting to quickly add into voice prompts when customer support is facing a critical situation or a release related issue that has a customer impact so the customer is informed at the beginning of the call.
  • Ease of use
  • Cloud interface makes new feature accessibility much easier
  • Caller ID feature makes the interaction process intuitive
  • Integration into Salesforce
  • Screen pops
  • View filters
  • Interaction timeline view
  • Data Tables
  • Performance View
  • Participant Data reporting
  • Barge in feature
  • Interaction annotation
  • Ad hoc prompts
  • Whispers
  • Reporting
  • Dashboards
  • Dropped calls
  • Audio interface
  • Call flow debugging
  • Intuitive call flow design
  • Call flow search capabilities
  • Save call flow to PDF
  • Headset compatibility
  • Browser compatibility
Genesys Cloud CX is well suited for any contact center looking to improve their CX experience using voice and use insightful metrics to improve the experience. Cannot think of a scenario where it is less appropriate. It is also suited for organizations that want their Agents to leverage a contact center in Salesforce and use MS Teams for PBX. Very well suited for skills based agent routing and expanding agent pools based on call volume using bullseye routing. Genesys Cloud with its enhanced chatbot capabilities is suited for any contact center wishing to provide self service option to its customers.
Fernando Rivera | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Cloud to manage our call, chat and email channels for customer support. the main advice and priority is to know how your business prioritize and identify the scope of work on the needs for your business .
  • Call recording and reporting.
  • The call flow is easy to understand and make changes.
  • One single application for phone and emails.
  • Admin access facilitates a lot of issues.
  • In-house control for any change.
  • Reporting overall.
  • The email search is lacking greatly. It's frustrating that we cannot search by keywords.
  • Sometimes agents are absent.
  • Unable to see open items.
  • Unable to log customers.
Good for when your main platform involves calls and emails. The email search feature could be improved.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Cloud across all our customer-facing departments. It enables these departments to collaborate easily, especially while working from home, dealing with the customer queries efficiently, ultimately giving the customer a better experience.
  • It's a one-stop-shop, giving our agents the ability to handle all customer interactions in one place.
  • Using multi-channel interactions, customers can connect with us their way.
  • Architect provides a visual platform to create and configure flows and IVRs.
  • Their Email channel needs further development.
  • The ability for agents to choose different ringtones is necessary in a busy office environment. Unfortunately, the new tones provided aren't much better.
  • Better visual alerting for incoming interactions.
  • GDPR function needs further development.
Other systems we have tried require the use of two apps to work remotely - the telephony desktop app and a softphone. Genesys Cloud has it all contained in one app or even less, if you opt to use the webapp in Chrome.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Genesys Cloud was implemented to offer a contact center solution and to displace an on premise PBX. The premise was to migrate to a full cloud solution, to mitigate lengthy upgrades, and to offer a seamless solution end-to-end which with a feature-rich product.
  • Seamless Upgrades.
  • Feature-Rich Contact Centre Solution.
  • User-Friendly Experience.
  • Email Channel functionality is a little limited at present.
Great for those looking for a full cloud end-to-end solution. I could not think of a reason where it would not be fitting - the costs are comparable against other providers, including running an on-prem solution.
Score 10 out of 10
Vetted Review
Verified User
We had an old on premise system that was beyond support. We needed a CSaaS solution as we knew the business was growing and changing. We also had a small contact center with limited skill. Genesys Cloud gave us all the contact center tools we needed from omni channel to WFM to QA to Learning and Development. We were able to take great supervisors and train them quickly on the Genesys interface and within a few months we had all the components of a world class contact center in place.
  • Fully inclusive solution for many aspects of contact centers.
  • Integrated AI tools that makes it easy for us to use.
  • Simple interfaces that can be mastered easily.
  • First line support is not the best.
  • Paid training is expensive and basic.
  • More examples in Architect for self deployment
Newer or less complex contact centers are the best scenario now as the system continues to grow and add features and functionality. The components are all there and every release they improve.
Score 10 out of 10
Vetted Review
Verified User
We currently utilise multiple channels with our Genesys Cloud environment, this includes both Digital and Voice. For our digital channels, we use a combination of chatbot and live chat for our sales departments. This integration has allowed a enhanced ability to reach prospects effortlessly this allowed them option for a call or chat, this was done all with a single platform. Previously, we relied on a different service for our digital chat channels, but once transitioning to an omnichannel platform with Genesys Cloud has not only saved us money but simplified our reporting process. In addition, we use voice services across our business, enabling our customers to connect with agents who are specialized in addressing their specific queries, this is integrated into our CRM platform that will attempt to reach their case owner.
  • ACD Routing is a game-changer for our company. It allowed us to customise the flows precisely to our requirements., enhancing our overall efficiency and customer satisfaction.
  • Integration into third-party applications has been incredibly beneficial for us. It allowed us to connect to apps like Salesforce, AWS, and Twilio, significantly expanding our client services, and allowing our clients to have s smoother experience.
  • Reporting - While Genesys has out of a box reporting, we still need to rely on power bi to customise the reporting for our business recruitments.
Genesys has a number of services, the ACD routing flows, campaign dialling, integrations are relatively simple
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are using Genesys Cloud for customer services, Inbound call flows, chatbot integrations, natural language (Lexbot) and to provide the better services and support to the customers using our products. Earlier we need to go for the third-party CIT solution, but this has been addressed in the Genesys Cloud CTI solution.
I like to provide more info about the Realtime transcription and sentiment analysis of Genesys cloud, it enhances the contact center agent experience as well the QA is able to quickly evaluate the interactions.
  • Genesys is going exceptionally well in the call routing; we have bulls eye routing which can choose the more appropriate agents to route the call and IVR's can do precise routing login using the architect scripts.
  • The Genesys Cloud solution centralizes omnichannel processing, system configuration, administration, and reporting, while also consolidating multiple vendors to one.
  • The Genesys Cloud migrations provides fast deployment and cost-saving.
  • WebRTC softphones vs expensive hardphones vs softphones.
  • WebRTC softphone, On-demand call recording, Corporate and workgroup directories.
  • Voicemail and unified messaging which gives exceptional enhancements in our call center environment.
  • Realtime Transcription
  • Sentiment Analysis
  • We need to rely on the stability and the quality of the user’s Internet connections bandwidth.
  • In case of any features which need in house development, and we need to wait for the more time.
  • Genesys should focus calling plans instead of going to other PSTN service providers.
Genesys Cloud is providing omnichannel customer experience which is good compared to all other providers in the market now, and when it comes to the calling plans we need to go for the third party providers, instead this could be managed by Genesys itself by providing calling plans as like Microsoft calling plans.
Score 10 out of 10
Vetted Review
Verified User
We are using Genesys Cloud CX for our contact center, we leverage the capability of Genesys Cloud CX for ivr self service automation, callbacks, real time monitoring, historical reporting and as well as agent evaluation and coaching functionalities. It also helps our agents to be more productive by integrating into our crm which are running on Salesforce and Dynamics365 in other countries.
  • Voice functionalities
  • 3rd party system integrations
  • Reporting
  • Omnichannel capabilities
  • Real time reporting/dashboards very limited
  • Reports sorting on different columns within the UI
  • Improvements on UI, dark theme mode
Ease of use, scalability and easy integrations.
Score 9 out of 10
Vetted Review
Verified User
Genesys Cloud CX's call deflection is extremely powerful, enabling us to embed frequently asked questions into an intelligent FAQ bot. This bot handles routine inquiries efficiently, providing instant answers without agent intervention. Additionally, we can create an SMS program to inform customers about recording events, keeping them well-informed. This allows agents to focus on high-value interactions, enhancing efficiency and customer experience. Call deflection also helps gather data to improve our services continuously.
  • Omnichannel customer engagement
  • AI and Automation
  • Analytics and Reporting
  • Complex UI
  • Steady stream of feature releases
  • Different product tiers
SMS Program, its deep App Foundry are very mature.
Score 10 out of 10
Vetted Review
Verified User
We have migrated our call center from an on prem solution to Genesys Cloud CX, saving on hardware maintenance and upgrades. We are starting to incorporate bots and provide additional self service to our customers as we shift our focus from simply migrating to implementing advanced services and integration. We are also looking into the next phases of incorporating additional media types.
  • Consistent Agent Experience
  • Intuitive Administration and Configuration
  • Drag and Drop Flow Editor
  • Simplified Bot Development
  • Lacking some UC functionality
  • Support process can be frustrating
  • Feature Request Process needs improvement
I think Genesys Cloud CX is best suited for true Contact Centers that require ACD routing and really require a CX platform. It is not suited for customers who are just looking for a UCaaS platform and may have a couple scenarios that require queues or group ring. I think it can be overkill for these scenarios. Once a customer has growth and need for a true CX platform and wants to take advantage of bots and multiple media types, they should look at Genesys Cloud CX.
Score 10 out of 10
Vetted Review
Verified User
We use all aspects of Genesys Cloud CX for our medium sized contact center from forecasting and scheduling to Agent QA. The interface is easy to learn and use and you can easily add team members to specialized tasks. Agent love the web client and seamlessly move from channel to channel and request help through the knowledge base and agent assistant. We have all the data we need via dynamic views organized by functionality. We just deployed our first AI bot using all Genesys Cloud CX native components with no outside help.
  • Workforce management
  • AI
  • Agent interface
  • More advanced help files
  • Better small to medium contact center schedule accuracy
  • Better level 1 support
Small to medium contact center that is starting new WFM QA and Learning development teams. Companies that want to start in AI.
Score 9 out of 10
Vetted Review
Verified User
Implemented Genesys Cloud CX across 14 different brands. Replaced nine different contact center and analytics applications with a single Genesys Cloud CX instance. Have enjoyed the multiple releases and enhancements that continue to add to its features and functionalities
  • Reliable
  • Easy to use
  • Continuous Enhancements
  • Partner vs Vendor
  • Email handling
  • Bulk scheduling in WEM
Ease of implementation, ease of support, and new functionality being added continuously
Brian Bissland | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We use Genesys Cloud CX to leverage our Omni channel experience for customers. The versatility and reliability of this platform have been unmatched. We leverage phone and chat conversations via Genesys Cloud CX interactions, and for emails, we leverage the connection to Salesforce for case management. It was been an overall awesome experience to work with and manage our flows for our complicated backend architecture and business process breakdown.
  • IVR Flow Routing
  • Workforce Management
  • Connection to other systems
  • Network connection reliability in the Salesforce adapter
It handles our complicated business structure smoothly, while offering many flexible ways to work around the hard stuff.
Score 10 out of 10
Vetted Review
Verified User
Genesys Cloud CX is our primary platform for omnichannel communications. We utilize it for calling, SMS, Webchat, and Email. Migrating to a cloud product has allowed us to shed our in house infrastructure and embrace the ease of use this platform provides. Genesys is a critical part of our operation that allows our staff of ++3000 to communicate with ease, internally and externally with our many customers.
  • Simple Interface
  • Reliable service
  • Ever expanding feature catalogue
  • Useful help function
  • Quality of service
  • Publicly accessible training
  • More robust auditing
Almost every business relies on multi channel communications to interface with each other and their customers. Genesys Cloud CX provides a fantastic suite to handle all of these needs in one package.Our agents find it to be great and customer experience is also fantastic. We better serve our clients through utilization of this product.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys Cloud CX for UCaaS and CCaaS. Their cloud based architecture and soft phone capability, along with advanced reporting, call routing, and training tools make it an ideal platform for an organization of our size
  • Call quality
  • user friendly
  • AI integration
  • Public company contacts
  • third party integrations
  • support
Well suited for organizations with a need for a complete contact center solution and unified communications platform in one. For organizations without a large call center, it may be cost prohibitive.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys to route our contact center calls & emails. Previously we had an outdated call center with limited reporting and routing capabilities. Genesys makes this simple to configure with greater visibility. We handle about 200k interactions yearly, and with Genesys, this is much more streamlined for our agents and our management team members.
  • Easily configurable views.
  • Streamlined agent activation/deactivation.
  • Easy to create dashboards.
  • Customized column orders in views.
  • Expected Service Level when changing schedules.
G CX is great at streamlining Queue creation and agent activation/deactivation in queues. It is also great at making important information like SL%, number of calls, & other call metrics easily visible.
Rajiv Menon | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
When I initially started working at [...] we had a calling tool called Avaya, but the calls that we used to make to the international market didn't always connect or they voice was never clear to the receiver. But with introduction of Genesys Cloud CX we were able to make calls better, i used to get connected to customers without any loss of time and being in sales, I feel that is very important.
  • Seamless connection
  • Clear audio
  • Easy UI
  • Easy creation of contacts
  • Although there is a leaderboard, the calls me and my teammates have made doesn't show up
  • I have seen sometimes the calls do not get disconnected even after hanging up, for which I have to reopen the app
  • Not sure why i wasn't able to use the app on mobile, access was denied everytime, that would have helped me much better, rather than using it on the laptop everytime
For a sales rep who is handling international market, i feel this tool is the best way to connect to customers, there are no major issues while using this app.

But i would say same cannot be said for reps handling their home market, as making calls by a normal phone would be much easier.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Our organization uses Genesys Cloud CX to stay in continual communication with fellow team members, and to better serve our membership. Fast and efficient communications are key in providing quality service not only to a client base but to co-workers as well, and Genesys Cloud CX allows us to do so.
  • Instant Messaging between individuals team members.
  • Instant Messaging between groups of team members.
  • Multiple communication channels to choose from.
  • Notifications for IM's could be more noticeable.
Any organization with multiple employees can benefit from streamlined internal communication, particularly when serving a client base.
January 10, 2024

Genesys Cloud CX Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use the voice, messaging, and email channels as well as chatbot over 4 departments and possibly one more in the near future. Additionally, one department that only uses voice with be adding messaging. We still are in our infancy of utilization, so most of the benefits of Genesys Cloud CX are not in play yet. Though we are working towards beginning customer sentiment and other AI capabilities.
  • Dashboard reporting is great for our managers to see where their agents are at
  • Supervisors can change and update agent queues and skills easily without CTI intervention
  • It either needs more focus on the abilities for the Salesforce embedded client, or they need to stop advertising the ability. All the new functions come out for the stand alone site, leaving the customers that integrated stranded with nothing. This conference opened my eyes to the capabilities of Genesys Cloud CX, but how almost none of it is for the agents integrated with Salesforce.
If they want it as the stand alone, I would recommend it all day every day. If they want to integrate with Salesforce, I'd tell them to think about it, and not want anything overly complicated. It just really sucks to always be behind the curve of everyone else on the same platform. I heard this same issue voiced to at the conference in COsta Mesa, and it was said that Salesforce will always be at minimum 6 months behind on features. Also, skill based routing needs work. If there is anticipation of the call transferring to a new agent, skills don't strip. So if a Customer Service rep gets a call for sales, they can't transfer the call without holding on to the skills applied to the call already, which no one in Sales would have. We had to build a custom script to make it work.
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