Overview
Product Information on Genesys Cloud CX
What is Genesys Cloud CX?
Genesys Cloud CX Pricing
Overall experience with Genesys Cloud CX
“Genesys Cloud is an astronomical leap forward for Contact Centres.”
“Transition to Genesys Cloud Reveals Integration Costs and Feature Shortcomings”
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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.
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A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About Genesys Cloud CX
Reviewer Insights for: Genesys Cloud CX
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Performance of Genesys Cloud CX Across Market Features
Genesys Cloud CX Likes & Dislikes
Genesys has revolutionised the way in which we contact our students, and broadened the ways in which we can reach them as well, whilst also creating efficiencies for our staff and teams in doing so using the same platform. The fact that we can now also send SMS, email, WhatsApp, and engage in Web Chat with students, but also do these actions simultaneously with the same student in the same interaction, greatly increases the satisfaction our students feel from the service we are able to provide.
I do like the WFM tools, and that all of our telephony services are provided by one company.
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.
Complexities of internal process requirements that don't match out of the box functions take time to workaround and implement. Some ambiguity in resource articles around what is in the power of the user to change, and what definitely requires a delivery partner to implement. Limited options for sorting and arranging columns in reports view.
Integrations 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.
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.
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Genesys Cloud CX Reviews and Ratings
- TEAM LEADERGov't/PS/EdEducationReview Source
Genesys Cloud is an astronomical leap forward for Contact Centres.
Genesys has been a great provider, who is always willing to provide support and resolution, and provides excellent resources to assist in our growth and use of the system. Being involved in the Summit opened our eyes to the full breadth of what the platform is capable of, and showed that we have only scratched the surface. We have been able to takeaway and plan for the functions we will implement in the future to continue to improve our services. - 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. - 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.