Genesys Cloud CX Review.
June 22, 2023

Genesys Cloud CX Review.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud to interact with and support our customers through voice, email, and messaging channels. We use WEM, reporting, and analytics, to forecast staffing needs, identify areas for improvement, and adjust business workflows. We implemented a chatbot to support self-service. In the future, we will be enabling SMS interactions, Predictive Engagement, Predictive Routing, and gamification.

Pros

  • Customer journey and analytics.
  • Ability to scale with the business.
  • Enables supervisors with the tools they need to manage their team without contacting a Genesys admin.

Cons

  • The Salesforce embedded client lacks the features and tools available on the agent desktop.
  • Unable to strip skills on transfer.
  • Ability to customize the messaging widget and end a message from both the agent and customer side.
  • Cost savings.
  • Reduced un-validated customer interactions.
  • Reduced support tickets for admins.
Unable to comment at this time.
With complex workflows, it was a challenge to implement, but agent and customer satisfaction has gone up since the transition.

Do you think Genesys Cloud CX delivers good value for the price?

Yes

Are you happy with Genesys Cloud CX's feature set?

Yes

Did Genesys Cloud CX live up to sales and marketing promises?

Yes

Did implementation of Genesys Cloud CX go as expected?

No

Would you buy Genesys Cloud CX again?

Yes

Genesys Cloud is well suited for orgs looking for a complete contact center solution that wants to take advantage of the agent desktop and not use an embedded client.

Genesys Cloud CX Feature Ratings

Agent dashboard
9
Validate callers
5
Outbound response
7
Call forwarding
Not Rated
Click-to-call (CTC)
8
Warm transfer
6
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
9
Call scripts
7
Call tracking
10
Multichannel integration
9
CRM software integration
Not Rated
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
Not Rated
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8

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