Genesys Cloud CX Reviews & Insights

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.

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

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.

Great for large centers with multiple sites, particularly if you are leveraging Genesys Cloud Voice and let them "be the carrier".

Handles queues and campaigns well. Powerful when fully optimised but can be built over time.

If you want to be able to build a third-party application to suit your business requirements, Genesys has a lot of API endpoints to allow this.


Less suited to smaller orgs or orgs that only need simple flows - as the per agent cost can be expensive, and some features require additional licenses (and expense) on top.

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.

Genesys is well suited for our business needs, from having a capable dialer for outbound calls and being reliable in uptime availability for the platform as a whole. They have more to offer in terms of chatbots, other modes of communication, and AI capabilities that we are excited to explore and determine how they will meet our business needs.

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.

We use Genesys Cloud CX as our unified contact center solution, allowing remote operations and centralized management. Outbound and internal staff calls are well-suited scenarios and are mainly used for our organization. We need to identify who is making the call, how many are involved, and where the call is being directed internally.

We use Genesys Cloud for different things. We use it for customer interactions, scheduling employees and creating dashboards and reports. Some problems that I've noticed with Genesys Cloud is that it doesn't work when its open in multiple tabs. It misfunctions or freezes sometimes. Screen freezing is a bit often.

I think Genesys Cloud is well suited in a call centre environment. Its a great tool to answer calls and record them. Scheduling is also extremely simple on Genesys Cloud. It extracts information directly from the files and automatically does the job by giving very less commands. Generating reports and comparing them is also a good feature.

We have Genesys Cloud Cx two licenses for the East and West regions. As a SaaS product-based company, we have an integration with Genesys Cloud CX. We see Genesys as a major player in the contact centre market, and they have one of the largest customer bases. Therefore, if a Genesys customer is an end-user and wants to purchase a license for our product, we must ensure that we integrate our product & solution with Genesys. Now, Genesys has extensive capabilities in terms of both inbound and outbound call control for any small, medium-sized, or enterprise-level business. Additionally, they have a method for configuring messaging that is utilized extensively after Agent escalation.

Starting a contact center to handle large volume of customers per day - For promoting the business for outbound campaigns - With the Genesys architect you can design complex post Agent esclation flows - You can use Genesys to forward a call to any external IVR(Automation) bot - There is integration of Genesys adapter with Salesforce, in case some enterprise want to utilize the same Genesys license for Salesforce, they can do it.

We use Genesys Cloud CX as a versatile contact center tool that allows us to address various operational needs, such as: Appointment confirmations Database sweeps for the collections department Payment agreement and due date reminders Verification of customer-provided information Automated WhatsApp campaign delivery Use of voice bots to provide informative responses based on our database Among other functionalities that enhance customer interaction and streamline internal processes.

The best scenario is used in IVR performance to use dynamic routes based on schedules and properties. The most difficult scenario is the use of AI relationships, which is highly requested to replace employees.

We use Genesys Cloud to operate multi regional contact centre to manage the end-to-end customer journeys across media channels (voice, chat, messaging) and social platforms and to optimise engagement with 360 view across business lines.
Using AI to deliver frictionless conversational experiences and self service but also retaining interaction context across channels of engagements for all brands in the group.

Automated customer ID&V through bot across all media channels. Delivers ID&V persistence across channels which delivers superior customer experience and is cost effective.
User login through SSO and centralised user access management at enterprise level (IAM, Active Directory).
Central flow management through Architect via unified UI and solid support for popular formats.
PCI-DSS compliance with one-click (needs Genesys Care involvement but it's straightforward).
Excellent API coverage, mostly REST but other API types are well supported.

We support a contact call center. Handling thousands of calls, emails, and workitems each day. This application is the core of our contact center business. My team supports and enhances Genesys and shapes it into a way that matches the business needs at the time which seem to be ever changing based on line of business / department.

Voice and workitem channels it’s fantastic. We however find challenges at the moment using the e-mail channel and find that it lacks the same level of customization that was obtainable through our on premise solution. Other than that I think it’s an incredible cloud product. The routing is vastly different from WDE on prem skill based routing too which worries our work management teams

To attend our customers and partners, helping them to have a better experience.

Genesys Cloud CX fits very well to combine many differents Callcenters BPOs, many geographical sites, many carriers, many business all in one application