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”
“Genesys Cloud CX Delivers Stability but Involves Complex Configuration and Administration”
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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
Deciding Factors: Genesys Cloud CX Vs. Market Average
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.
Omnichannel Capabilities - Voice, chat, and email channels are integrated into a single interface Analytics & reporting - real time dashboards and historical metrics are detailed and useful for operational decision making Cloud Reliability - The platform is stable with minimal disruptions ensuring consistent service availability
Our favorite piece of Genesys is the ease of use. For the agents, it is not difficult to train on and they can see their own performance in real time. For supervisors, it takes out the guess work and allows leaders time to spend with their team members. It takes the guess work out of areas that need improvement and those that are working very well. As an Executive, I can easily look at the dashboard and know the pulse of the call center at any given time. Our favorite piece is how it has shed a new positive light on the Call center.
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.
Complex Configuration - Some setup processes require many steps Limited Flexibility in certain modules - customising routing, queues, or integrations often requires a workaround Higher admin overhead - managing changes or adjusting call flows can take longer than expected
As with all products, there is not one that fits all your needs 100%. With Genesys, the nuances include reporting. The ability to write customized reports is an area I would like to see improve. Surveys from callers are great, however there is not an easy way to export all of the comments- this would be great to share with all team members. Lastly, the ability to choose which agent to evaluate. Evaluations are a great tool- however we need to work with the flow of the calls.
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Genesys Cloud CX Reviews and Ratings
- 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. - VP OF TECHNOLOGY<50M USDServices (non-Government)Review Source
Hurdling Edge Cases: The Challenge of Features Adaptation in Genesys
Genesys' product and corporate philosophies closely align with both my personal and our company philosophies. I choose to work with organizations that share our values. - Operations ManagerGov't/PS/EdEducationReview Source
A Cloud CX platform that simplifies Operations while elevating both Customer and Agent Experiences
We use Genesys Cloud CX and since it's a cloud-based solution, as long as I have an internet connection, it's available to me wherever I'm at in the world. You learn so much at their conventions, not just from Genesys employees but their client base as well, which is amazing. Ease of use for creating views/reports for oversight and real time management.