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Genesys Cloud CX

Score7.9 out of 10

757 Reviews and Ratings

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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Categories & Use Cases

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Genesys Cloud CX Key Features

Learn about the best (and worst!) features Genesys Cloud CX has to offer, as determined by TrustRadius' reviewers.
Based on 757 ratings of Genesys Cloud CX's features
View all Genesys Cloud CX features

Top Performing Features

  • Warm transfer

    Allows current agent to speak with new agent before call is transferred.

    Category average: 9

  • Recording

    Record conversations to improve service quality by evaluating agent-customer interactions.

    Category average: 9

  • Outbound response

    Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

    Category average: 8.2

Areas for Improvement

  • Call scripts

    Providing agents with a predefined conversation script.

    Category average: 8.2

  • REST APIs

    Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

    Category average: 8.4

  • Customer surveys

    Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

    Category average: 8.1

Who Buys & Uses Genesys Cloud CX

Genesys Cloud CX Reviews

What users are saying about Genesys Cloud CX.
View all Genesys Cloud CX reviews

Genesys Cloud - powerful and flexible CCaaS solution

Incentivized
Verified User
Professional in Information Technology (5001-10,000 employees)

Use Cases and Deployment Scope

We use Genesys Cloud primarily for our contact centers across various regions. We use both inbound & outbound calling functionality - including ACD, dialer, queues, outbound campaigns, etc. We also use the inbound "messaging" functionality for asynchronous web chat. Beyond this, we use automation from Architect flows to facilitate self-service functionality. Genesys Cloud helps us reduce the number of touch-points and the number of contacts we have to handle manually.

Pros

  • Extensive API access to allow flexibility with the platform
  • Weekly updates to continuously improve the platform
  • Powerful Architect flows that are intuitive to build, but still powerful and flexible
  • Extensive integration with other applications, either through dedicated integrations or API hooks

Cons

  • Improve the speed of implementation of the most popular ideas on the Ideas portal
  • Support teams can be slow and some issues can take a long time to resolve
  • Although documentation is generally good, new features are often under-documented or don't include real world examples.
  • Arbitrary limits on some components can make things an unnecessary hassle

Return on Investment

  • Significantly improved our containment rate for our web messaging solution
  • Facilitates self-service, including informational messages, payments, customer-specific responses
  • Reduction in agent count over time

Alternatives Considered

Genesys PureConnect (discontinued)

Other Software Used

RingEX

Genesys Cloud CX Review.

Incentivized
Verified User
Analyst in Engineering (51-200 employees)

Use Cases and Deployment Scope

Genesys Cloud is outright the best tool to tackle every omnichannel implementation. The way it can handle and integrate with everything, the performance, how easy it is to get going, how logical the tools are displayed, and how fast it is to deploy new solutions and fixes within the platform. It is great.

Pros

  • Routing
  • Creating Flows.
  • Quick to deploy.

Cons

  • UI
  • Documentation
  • Message Flows.

Return on Investment

  • Cost saving.
  • More productive.
  • Easier to onboard.

Cloud CX Experience

Incentivized
Verified User
Team Lead in Information Technology (51-200 employees)

Use Cases and Deployment Scope

We currently use Genesys as our phone-based telecom provider. We have a standard DTMF IVR, with capabilities of an outbound dialer as well. Genesys allows us to handle our call volume with almost no downtime, allows us to manage schedules for our call center and reach out to potential members quickly and efficiently with the outbound dialer.

Pros

  • Platform reliability
  • Ease of use on user and admin sides
  • Effective metrics reporting

Cons

  • Speed of problem resolution for support tickets
  • More customizable UI

Return on Investment

  • Allowed us to reach out to more potential members effectively with the outbound dialer

Exploring the Stability and Efficiency of Genesys Cloud Support

Incentivized
Victor CircelliView profile
Telecom Administrator in Information Technology at Didi Chuxing / 99 (10,001+ employees)

Use Cases and Deployment Scope

We use Genesys Cloud CX as our main (and unique) contact center solution for dealing with voice calls, both inbound and outbound. Genesys Cloud CX handles our Interactive Voice Response (IVR) flows, our agents, our queues (group of agents) and our outbound calls, both manual calls and automated (dialer campaigns) calls.
We use Genesys to handle calls from around 13 countries all over the world, in three different business lines: Ride Sharing services, Financial Services, Delivery services

Pros

  • Great flexibility on the IVR configuration
  • Allows to download and work with many data with the existing APIs
  • Easy to use for both administrators and agents

Cons

  • Outbound reporting
  • Outbound and callback functionality (more flexibility on recall attempts)

Return on Investment

  • Great productivity improvement as we can have the IVR performing a lot of tasks

Alternatives Considered

NiCE CXone Mpower and Amazon Connect

Genesys Cloud CX Customer experience

Incentivized
Jay Dey
Business Analyst in Information Technology at BCFMA (51-200 employees)

Use Cases and Deployment Scope

The use of Genesys Cloud CX enables our staff to manage customer voice interactions, delivering personalized customer service. The platform is scalable, and the primary use case spans operational customer and IT helpdesk support. It significantly reduces the wait times and helps us monitor CSRs. The use case can be extended to include providing the Web messaging channel, Outbound campaigns, and QA Evaluations in the next phase.

Pros

  • Voice communication - Inbound and Outbound calls
  • Directory Group management
  • Using a third-party service integration for DIDs

Cons

  • Reporting
  • Analytics
  • Data mapping from Apis to Frint end performance views

Return on Investment

  • Lesser calls to a customer
  • Lesser wait times
  • Lesser technical issues

Alternatives Considered

(EOL) Cisco CloudCenter

Other Software Used

Shelf, Azure AI Search, Microsoft 365

Genesys Cloud CX Alternatives

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