Genesys Cloud CX Professional, Scientific, and Technical Services Reviews & Insights

Score7.9 out of 10

757 Reviews and Ratings

Genesys Cloud CX Reviews

89 Reviews

Professional, Scientific, and Technical ServicesLegal Services17Accounting17Architecture & Planning1Information Technology & Services43Management Consulting1Marketing & Advertising5Computer & Network Security3Human Resources2

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Genesys Cloud CX Customer experience

Rating: 9 out of 10

Incentivized

July 23, 2025

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

Likelihood to Recommend

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.

Jay Dey

Business Analyst in Information Technology at BCFMA (Information Technology & Services, 51-200 employees)

Vetted Review

7 years of experience

appropriate use

Rating: 10 out of 10

Incentivized

July 5, 2025

Use Cases and Deployment Scope

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.

Pros

Report general
Routing
Execution data action

Cons

Need more customer fiel in report
More grafics in reports
Expand the outcomes for organization

Likelihood to Recommend

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.

Duwar Rippe

Analityc in Customer Service at Informaton Systems (Architecture & Planning, 11-50 employees)

Vetted Review

3 years of experience

View profile

Great product at a high price

Rating: 9 out of 10

Incentivized

June 10, 2025

Use Cases and Deployment Scope

We use Genesys Cloud CX for inbound and outbound calls mainly, so it is part of our daily contact with our customers. We also use Genesys as an embedded dialer for in-house developed CRMs, making the solution versitile. Genesys is now being used as our contact center for all offices around the globe.

Pros

Handling Inbound calls with structured IVR
Outbound calls using different dialing methods
Being practical having the web based interface
It is very reliable since it is a cloud based solution

Cons

The reports could be improved, having more easy to use interfaces and the ability to save and share report models
Api test and usage could be simpler
Could have an easier CSAT structure to be implemented on the IVR
Could have an easier pre-built routing using percentages between queues

Likelihood to Recommend

Since Genesys Cloud CX is a cloud solution, it has more reliability and stability, and it is very practical since we don't have to install any local software or softphones. With Genesys we are able to use many integrations with other internal systems so we can optimize the customer assistance. We are still planning on upgrading our IVRs to make them more automated.

Verified User

Manager in Information Technology (Information Technology & Services company, 10,001+ employees)

Vetted Review

4 years of experience

Genesys CX.

Rating: 9 out of 10

Incentivized

September 30, 2024

Use Cases and Deployment Scope

For omni-channel requirements, deflect calls to non-human-assisted channels. Use bots and conversational AI to enhance customer experience.

Pros

Easy to integrate with 3rd party CRM solutions.
Agent desktop look and feel.
Routing config or Call flows.

Cons

WFM scheduling and forecasting.
Analytics
Disaster recovery.

Likelihood to Recommend

Cloud-based solution perfect for omni-channel requirements and provides restful APIs for seamless integration.

Verified User

Director in Information Technology (Information Technology & Services company, 10,001+ employees)

Vetted Review

5 years of experience

Great Company, Solid Products.

Rating: 8 out of 10

Incentivized

August 27, 2024

Use Cases and Deployment Scope

We needed a streamlined call center communication platform integrated with our Salesforce instance. We began with one team and now have six different departments utilizing phone and chat support for our customer base. We use several automation tools, including Workforce Management scheduling and forecasts and the latest Copliot AI product to help with Tier 0 and live AI assistance for our agents actively engaging with customers.

Pros

Streamline products under one umbrella.
Administration of the product is easy to facilitate.

Cons

The Chat product is very rigid in design and does not lend well to custom use cases.

Likelihood to Recommend

One of Genesys's main benefits is setting up and managing multiple queues for your customers and automating the flow of contacts. Additionally, the Evaluation process is very easy to deploy and helps provide insight into performance and training opportunities.

Kris Wolf

Project Manager in Customer Service at Rightworks (Information Technology & Services, 501-1000 employees)

Vetted Review

4 years of experience

Best CRM software I ever used

Rating: 9 out of 10

Incentivized

August 19, 2024

Use Cases and Deployment Scope

We use Genesys Cloud CX as a Quality Assurance tool to measure agent performance on their customer interactions through our various channels. As a leader, I use Genesys Cloud CX to conduct audits on my agents on a periodic basis. We perform these audits weekly and conduct deep dives during our business reviews using reports generated from Genesys Cloud CX to identify areas of opportunity for our agents to improve and create action plans to resolve issues that affect the overall performance of the team.

Pros

Customize score cards
Provide coaching forms
Generate reports

Cons

Simplified summary reports
Links to audit samples
Graphs and charts

Likelihood to Recommend

Genesys Cloud CX is suited as your call or chat tool, quality assurance tool and reporting tool, as these are Genesys Cloud CX's core features. Genesys Cloud CX is able to record interactions and the samples are crisp and sharp. It is easy to navigate and the reports are easy to understand. I highly recommend Genesys Cloud CX.

Timmyleh Pocong

Business Development Officer in Marketing at ENOFAP (Information Technology & Services, 5001-10,000 employees)

Vetted Review

1 year of experience

View profile

Genesys Cloud CX has a great future.

Rating: 10 out of 10

Incentivized

June 25, 2024

Use Cases and Deployment Scope

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.

Pros

Scalability and quick setup.
All functionality is available via API.
Continuous updates and improvements.

Cons

Historical reporting.
Workforce management.
troubleshooting tools.

Likelihood to Recommend

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.

Verified User

Engineer in Information Technology (Information Technology & Services company, 10,001+ employees)

Vetted Review

3 years of experience

Genesys Cloud CX user

Rating: 9 out of 10

Incentivized

May 20, 2024

Use Cases and Deployment Scope

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

Pros

Reliable
Easy to use
Continuous Enhancements
Partner vs Vendor

Cons

Email handling
Bulk scheduling in WEM

Likelihood to Recommend

Ease of implementation, ease of support, and new functionality being added continuously

Kevin Cnare

Director Enterprises Technology in Information Technology at Cox Automotive (Information Technology & Services, 10,001+ employees)

Vetted Review

7 years of experience

Close your sales calls effectively

Rating: 10 out of 10

Incentivized

January 12, 2024

Use Cases and Deployment Scope

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.

Pros

Seamless connection
Clear audio
Easy UI

Cons

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

Likelihood to Recommend

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.

Rajiv Menon

Sales Development Representative in Sales at Sophos (Computer & Network Security, 1001-5000 employees)

Vetted Review

1 year of experience

View profile

Genesys Cloud CX Review

Rating: 8 out of 10

Incentivized

September 29, 2023

Use Cases and Deployment Scope

Through our expanding activity in customer care, we decided to diversify our operations using the Genesys Cloud platform. What for? To bring omni-channel communications into one place, because other legacy systems get in the way and we can't consolidate all our interactions. Genesys allows that. Genesys, I say it's real omnichannel communications, in fact. And we bring everything in one place, that is all interactions are in the same place within the platform. This is a market differentiator for us, which is why we are partnering with Genesys.

Pros

We have a project, for example, in a solar energy company, where we do all the customer support services of the solar energy platform from contracting, new products, SAC, and so on. With Genesys Cloud CX, we are able to put the service platform into operation on the contractor's website, where the customer enters the site and he already starts the interaction, he can finish a contract and everything, all on the same platform. For example, if he enters by chat and he comes back by email, it doesn't matter, he can follow and continue with his interactions in the same way.

Cons

For us, what would be necessary to be different in the platform today, I understand that for outbound, for dialing, as a dialler, it still has to adapt to some situations, even legal ones in Brazil. So, today the platform still has this need to adapt, such as time zones and so on.

Likelihood to Recommend

As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.

Raphael Souza Gonçalves

Executive Director in Corporate at Concilig (Information Technology & Services, 10,001+ employees)

Vetted Review

1 year of experience