Genesys Cloud CX Reviews - Pros & Cons, Ratings & more

Zendesk Suite

LiveAgent

Kixie PowerCall

NICE CXone

Avaya UCaaS

8x8 Work

Five9

Genesys Cloud CX cloud contact centre lets you differentiate faster, adapt easier, and architect better with an all-in-one composable modern architecture

Genesys Cloud CX

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Workforce Scheduler

I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future.

Business Expert

As in our Customer Service Center the biggest volume of users are the agents, the ease of use and friendly interface are one of the most important things for us.

Workforce Optimisation Manager

I like the ability to have so many features all in one solution. This allows us to operate with minimal 3rd party vendors and helps minimise costs.

Enterprise IT Engineer

Brilliant product and seamless integration, did not take long to get the product set up and the users onboarded.

Cloud Consultant 

Genesys is a good solution for a business with a strong developer team.

Data Analyst

The system is fairly easy to use and it appears to have good security features. The calls are very clear and you have activity history stored in the system.

Senior software engineer

I like its user interface and the customer support is superb.

Manager - Systems and Workforce Management

Overall we have been pretty happy with the Genesys Cloud application.

Product Owner

Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive.

Senior Engineer

I like most of the features of this product out o that most is architect part, its really very easy and flexible for any new requirement.

Engineer

It's hard to read and when extracting the data and the formatting is hard to read / follow.

Workforce Analyst

There is always the worry that the system will go down and leave us dead in the water but those instances have been minimal so far.

Feedback from agents indicates the features are user friendly and functionality allows them to be part of the process on many levels.

Planning Manager

The user interface is instinctive and so user friendly.

Operations Manager

Since it is centrally located on the cloud, we have had some issues with lag.

Manager, E-Services

It offers a chat platform that is very limited, and a very poor email ticketing system that works like phones; emails come in and you have to click "answer.

Network Mimar¿

Genesys pure cloud side, we generally use social media integration, which is good to have Twitter and facebook to use it.

Member Service Representative 

What I like most is that is integrates all communication in one place, so we done have to invest in multiple softwares.

Avaya Experience Platform

Salesforce Service Cloud

I liked this software because of its ease of being modified to meet our specific needs but on the other hand it needs to review its cost

Avis genesys cloud

Overall, the Genesys Cloud CX solution helped save us from the hassle of having to maintain the much needed hardware maintenance activities associated with your tradition on-prem solution. The flexibility with call routing enables us to get calls routed to the correct resource for support.

Make your Cloudy Contact Center Model Clear

I have loved using the product and working with the professional services team. I will say support is a little slower than I would like but I am go getter and work faster than most. Patience is not my best quality :)

An Honest Review...

Can help businesses optimize customer service and improve customer satisfaction

The Realtime & reporting aspect of Genesys Cloud CX is an improvement from previous versions.

Genesys Cloud CX it could be better.

Its been a great experience and business is really happy so far. 

Great Software

We have has a positive experience with Genesys from a technical perspective. 

Pleasantly Satisfied with Genesys Cloud CX

All in one Communication Tool

Good

Overall i liked the call routing features and easy usage to Business as well.

MYGenesys

Outbound Call Center Admin

An Honest Review Of Genesys Cloud

As the Ascension Technologies contact center standard, Genesys Cloud equips Ascension with an industry-leading, flexible, reliable all-in-one omnichannel contact center and communications solution. Our Genesys application has been positioned to provide our lines of business with full interaction (call/callback/voicemail/email/chat/SMS) queuing, self-service, & recording capabilities, as well as automated outbound dialing, CRM/EHR/EMR integration, workforce management/engagement tools, end-to-end reporting/analytics, and 24x7 technical support & consulting. By unifying communications & data availability across Ascension, we are reducing complexity, simplifying administration, improving efficiency, and reducing total cost of ownership--all without disrupting existing systems. This has proven key to delivering a consistent associate/patient experience for our users.

Happily Migrating From Genesys PureConnect To Genesys Cloud

The software uptime is an industry leader, with no consistent downtime problems since starting with the service. Which is worlds away from our previous experiences with downtime being seen at least once a month with a large agent / customer detriment because of this. 

Breath of fresh air vs historical telephony systems

A very honest review of Genesys Cloud CX

Genesys Cloud was easy to deploy and agents picked up the interface quickly.  Integration with back-end data and systems was simple using web services and the Architect allowed call flows to be created in days. 

Best All-in-One CCaaS solution for businesses -- small or large

We want offer to our clients the best services in Customer Service, Pickup Sales Orders, Surveys, IVR, SMS, IPA Tool, ACD Tool, and incorporate new digital tools: Speech analytics, WFM, Voice Bots, Whats app and the like.

GENESYS CLOUD WITH HEINEKEN MEXICO

Our overall experience has been good.  We have built great relationships with Genesys support staff and other Genesys users.  We have seen good movement with new capabilities since we moved over to the platform and have confidence that we will continue to be partners with Genesys to continue enhancing the product for years to come.

Genesys Cloud Implementation

Brilliant product and seamless integration, did not take long to get the product set up and the users onboarded

Excellent all in one product

It was a successful experience, very little problems (especially with integrations), that were finally resolved and some isolated problems that were resolved as the installation progressed. Generally speaking, it is a great Contact Center Solution

Administrator

Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G Cloud is not as "self sustaining" as we were lead to believe but as we move through the learning curve we see less struggle. 

G Cloud

Genesys Pure Cloud

Genesys Cloud has greatly improved our flexibility as an organization. With the Covid-19 pandemic we had to quickly configure much of our staff to work from home. Genesys cloud helped make this transition relatively seamless.

Genesys Cloud Solution for our Organization

PureCloud enables us to ascend over some of the issues we've had in the past. Now, our agents can easily switch between phones; if there are phone outages or internet outages, they can choose the option that works best for them, whether a managed, remote, or mobile phone. This makes for an experience with much more control and empowerment for each individual utilizing the application. Also, because PureCloud is so mobile, our remote operators have been able to handle incoming calls with merely a tablet and mobile. This has helped us greatly. Finally, our average speed of answer was significantly improved. We can answer more calls now in the same amount of time, saving time and improving the bottom-line.

Empowerment via PureCloud

Cloud Applications Consultant

Good but complex solution for cloud

Bernard G.:                                            Hello, I'm Bernard, business cloud communications consultant reviewing the Genesys Cloud which I would give a five out of five. For more information, click below. Prior to using Genesys Cloud, an on-premises aspect call center was being used. With the recent COVID situation, it wasn't ideal for remote agent solutions, and as such, the Genesys Cloud solution was the perfect answer. 
                                                       Genesys Cloud was selected after reviewing several different providers with the main criteria of being a complete provider of both call center contact center and unified communication solutions. The Genesys Cloud solution provides a complete portfolio for the business, and for that reason, it was the perfect solution for the organization and that's why we implemented it. 
                                                       Getting started with Genesys Cloud was relatively easy, but it did take some preparation work to get things started. By mapping out the user profiles and the routing logic, we're able to implement it. It took a little bit of time, but nothing that really prevented us from having a clean cut-over and having this solution go live.
                                                       For those evaluating Genesys Cloud, I would recommend working with a value-added reseller that has experience in your vertical industry. For our industry, it helped having a value-added reseller that really knew the intricacies of integrating with solutions such as salesforce.com that we use. By taking advantage of their experience and the Genesys Cloud, it resulted in a smooth implementation that ultimately makes the callers and the employees use the solution effectively, and as a result, truly a success.

Genesys Cloud CX Reviews

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