Overview
Product Information on Genesys Cloud CX
What is Genesys Cloud CX?
Genesys Cloud CX Pricing
Overall experience with Genesys Cloud CX
“Gamification and Intuitive Design Boost Team Morale in Genesys Cloud CX”
“Transition to Genesys Cloud Reveals Integration Costs and Feature Shortcomings”
Badges
Contact Center as a Service
About Company
Company Description
Genesys is focused on improving loyalty and business outcomes for customers and employees. Through its Genesys Cloud platform, Genesys helps organizations worldwide provide empathetic, personalized experiences at scale. With Genesys Cloud, organizations differentiate with the right customer experience at the right time, and drive stronger workforce engagement, efficiency and operational improvements.
Company Details
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About Genesys Cloud CX
Reviewer Insights for: Genesys Cloud CX
Performance of Genesys Cloud CX Across Market Features
Genesys Cloud CX Likes & Dislikes
I really appreciate how seamlessly Genesys combines AI-driven automation and human experience. 1. Co-pilot - Genesys co-pilot is very thought through. A lot of companies right now are rushing to launch AI features and no-human support workflows without properly assessing risks. Genesys does this very intentionally, balanced and carefully. There's a healthy balance between leveraging AI and full automation. 2. Architect - Genesys architect allows you to build any flow any way that works for your business. Every business is unique, no matter the size, and architect flows allow you to craft the right experience for your own customers. You don't have to have a team of developers to build a custom solution and custom flows. Genesys Architect is very user friendly and easy to navigate. 3. Gamification - Gamification features are often overlooked, but they carry so much weight. It spiked a healthy level of competition among team members and made a very difficult job lighter and fun. Happy agents equal happy customers and gamification does just that.
Read Full ReviewI do like the WFM tools, and that all of our telephony services are provided by one company.
Read Full ReviewOne of the things I like most about Genesys Cloud is their third-party partner portal called AppFoundry. It's essentially a marketplace where vendors from all over the world offer add-ons and digital products that integrate directly within Genesys Cloud. This has been specially useful for our company - it gives us the flexibility to pick and choose additional services that really enhance the user experience and also make work easier for our technical team. Whether it's automation tools, analytics, or new communication channels, AppFoundry has helped us expand what we can do without having to build everything from scratch.
Read Full Review
There aren't any dislikes at the moment. Genesys Cloud CX is a very open and customizable platform. Where there's a will, there's a way. The only improvement that might come in handy is having more customizable dashboards.
Read Full ReviewIntegrations are very expensive, but seem to be required for it to provide some of the features that we would like to have. Basic features, such as transferring ACD calls directly to a business users voicemail, are missing. The ability to include stand alone phones in a ring group is missing.
Read Full ReviewGenesys published an update that forced users to adopt their out-of-the-box controls. For companies like ours that have invested time into building a custom UI, this was a pain point. It forced us to find a workaround and this process was definitely confusing for our users.
Read Full ReviewTop Genesys Cloud CX Alternatives
Peer Discussions
Genesys Cloud CX Reviews and Ratings
- Manager, Customer Service and Support50M-1B USDConsumer GoodsReview Source
Transition to Genesys Cloud Reveals Integration Costs and Feature Shortcomings
We chose Genesys Cloud through a selection process where we compared it to other options. We had been on the Pure Connect product prior to the transition and were pretty happy with that product, which certainly also played a part in our final selection. The build out and transition went fairly smooth, but after going live and now having used the product for 3 years, I have been surprised to find some things, things that I considered to be no brainers for a system that had been around already for at least 8 years, were missing in the new system. A poorly designed Messenger platform that doesn't really work as a substitute for a chat option. The inability to transfer ACD calls directly to a business user's voicemail. The inability to include a stand alone phone in a ring group. The inability to stream hold music from a third party provider. These are all examples of options that were all readily available within the Pure Connect software, which Genesys obtained by buying out Interactive Intelligence. All in all, I'm not as impressed with Genesys Cloud as I thought I would be, and although we have signed a new service contract we opted to go with a year to year plan so that we could leave our options open to selecting an alternative in the coming years. That all depends on what Genesys is able to do in the next 6 months or so. - Director of Customer Service and Support50M-1B USDSoftwareReview Source
Gamification and Intuitive Design Boost Team Morale in Genesys Cloud CX
We have been extremely satisfied with Genesys Cloud CX. From implementation, all the way through to innovation. The platform is intuitive, reliable and continuously improving. It's made a real difference in streamlining our workflows, optimizing costs and transitioning from customer support to a true customer experience. It helped us elevate both customer journey and employee satisfaction. It's rare to find a platform and a team that cares equally about small businesses and big enterprises. - Business Analyst50M-1B USDHealthcare and BiotechReview Source
Genesys Cloud offers a great experience from a Product and Engineering Perspective
We've been using Genesys Cloud for a year now and overall it's been a really solid experience. The tool itself is packed with features that our users find helpful, and there are many integrations and ways to customize the user interface, and internal settings to fit our needs. From the technical side, working with Genesys Architect has been a great experience too - it's a very intuitive drag-and-drop platform that makes building flows and desigining the contact center architecture really straightforward. It makes the design and configuration process a lot less painful than other tools in the market. Genesys' sales and support team has been good to work with. They're always available, and maintain a friendly and attentive relationship - which is outstanding as a vendor. - Chief Officer<50M USDHealthcare and BiotechReview Source
Collaborative Partnership and Ease of Use Highlight Genesys Experience for Teams
Genesys was not our first choice. However, it ended up being the best choice. From the beginning of the sales process until current day, Genesys and my organization have collaborated strongly as partners. The organization and developers are very attentive to our needs, questions and desire for continued growth. We appreciate how quick it was to implement and how easy it is to roll out more features. It's an easy hands-on product with a lot of helpful tools you can find with a quick browser search. We are still excited to learn more about the product and look forward to using agentic AI. - IT Manager10B+ USDHealthcare and BiotechReview Source
Engaged Support Team and Reliable Performance Highlight Genesys Cloud Experience
We've had a fantastic experience with Genesys, and it's clear their approach is all about customer success. Our dedicated account team has been incredibly engaged, always available to answer our questions and proactively offering support to ensure we're getting the most out of the platform. We've also been impressed with the product's reliability; it's highly available and performs consistently, which is critical for our daily operations. Genesys Cloud's commitment to a straightforward process and a dependable product has made a significant difference for our business.