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Genesys Cloud CX

Score7.9 out of 10

757 Reviews and Ratings

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What is Genesys Cloud CX?

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

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Categories & Use Cases

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Genesys Cloud CX Key Features

Learn about the best (and worst!) features Genesys Cloud CX has to offer, as determined by TrustRadius' reviewers.
Based on 757 ratings of Genesys Cloud CX's features
View all Genesys Cloud CX features

Top Performing Features

  • Warm transfer

    Allows current agent to speak with new agent before call is transferred.

    Category average: 9

  • Recording

    Record conversations to improve service quality by evaluating agent-customer interactions.

    Category average: 9

  • Outbound response

    Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

    Category average: 8.2

Areas for Improvement

  • Call scripts

    Providing agents with a predefined conversation script.

    Category average: 8.2

  • REST APIs

    Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

    Category average: 8.4

  • Customer surveys

    Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

    Category average: 8.1

Who Buys & Uses Genesys Cloud CX

Genesys Cloud CX Reviews

What users are saying about Genesys Cloud CX.
View all Genesys Cloud CX reviews

Genesys Cloud CX Customer experience

Incentivized
Jay Dey
Business Analyst in Information Technology at BCFMA (51-200 employees employees)

Use Cases and Deployment Scope

The use of Genesys Cloud CX enables our staff to manage customer voice interactions, delivering personalized customer service. The platform is scalable, and the primary use case spans operational customer and IT helpdesk support. It significantly reduces the wait times and helps us monitor CSRs. The use case can be extended to include providing the Web messaging channel, Outbound campaigns, and QA Evaluations in the next phase.

Pros

  • Voice communication - Inbound and Outbound calls
  • Directory Group management
  • Using a third-party service integration for DIDs

Cons

  • Reporting
  • Analytics
  • Data mapping from Apis to Frint end performance views

Return on Investment

  • Lesser calls to a customer
  • Lesser wait times
  • Lesser technical issues

Alternatives Considered

(EOL) Cisco CloudCenter

Other Software Used

Shelf, Azure AI Search, Microsoft 365

Genesys Cloud CX Search - Enterprise Movida

Incentivized
Henrique de Jesus PedrosoView profile
Coordenador de Sistemas in Information Technology at Movida Locação de Carros (1001-5000 employees employees)

Use Cases and Deployment Scope

I am a daily user of Genesys Cloud CX I manage our operations through it.It has greatly improved our customer experience, but it could be even better if Support were faster.On a day-to-day basis, it is very intuitive and easy to use and this has brought performance gains.It has helped a lot to improve our customer experience.

Pros

  • Indicators
  • Usability
  • Agility

Cons

  • Support

Return on Investment

  • cost savings
  • productivity
  • employee engagement

Alternatives Considered

NICE CXone Mpower, Avaya Call Center Elite and Sinch

Other Software Used

Sinch, Salesforce Consumer Goods Cloud

Usability

appropriate use

Incentivized
Duwar RippeView profile
Analityc in Customer Service at Informaton Systems (11-50 employees employees)

Use Cases and Deployment Scope

We use Genesys Cloud CX as a versatile contact center tool that allows us to address various operational needs, such as: Appointment confirmations Database sweeps for the collections department Payment agreement and due date reminders Verification of customer-provided information Automated WhatsApp campaign delivery Use of voice bots to provide informative responses based on our database Among other functionalities that enhance customer interaction and streamline internal processes.

Pros

  • Report general
  • Routing
  • Execution data action

Cons

  • Need more customer fiel in report
  • More grafics in reports
  • Expand the outcomes for organization

Return on Investment

  • The Best control control of récords

Alternatives Considered

(EOL) Cisco CloudCenter and Sales Force Assistant

Other Software Used

Microsoft Power BI, HubSpot CRM, Jupiter iO

Close your sales calls effectively

Incentivized
Rajiv MenonView profile
Sales Development Representative in Sales at Sophos (1001-5000 employees employees)

Use Cases and Deployment Scope

When I initially started working at [...] we had a calling tool called Avaya, but the calls that we used to make to the international market didn't always connect or they voice was never clear to the receiver. But with introduction of Genesys Cloud CX we were able to make calls better, i used to get connected to customers without any loss of time and being in sales, I feel that is very important.

Pros

  • Seamless connection
  • Clear audio
  • Easy UI

Cons

  • Easy creation of contacts
  • Although there is a leaderboard, the calls me and my teammates have made doesn't show up
  • I have seen sometimes the calls do not get disconnected even after hanging up, for which I have to reopen the app
  • Not sure why i wasn't able to use the app on mobile, access was denied everytime, that would have helped me much better, rather than using it on the laptop everytime

Return on Investment

  • More number calls made
  • Customers were able to hear my voice better, hence, faster lead conversion
  • Training new reps by giving them the call recordings

Alternatives Considered

Avaya Experience Platform

Other Software Used

Outreach, Salesforce CMS, LinkedIn Sales Navigator

Usability

Genesys Cloud - powerful and flexible CCaaS solution

Incentivized
Verified User
Professional in Information Technology (5001-10,000 employees employees)

Use Cases and Deployment Scope

We use Genesys Cloud primarily for our contact centers across various regions. We use both inbound & outbound calling functionality - including ACD, dialer, queues, outbound campaigns, etc. We also use the inbound "messaging" functionality for asynchronous web chat. Beyond this, we use automation from Architect flows to facilitate self-service functionality. Genesys Cloud helps us reduce the number of touch-points and the number of contacts we have to handle manually.

Pros

  • Extensive API access to allow flexibility with the platform
  • Weekly updates to continuously improve the platform
  • Powerful Architect flows that are intuitive to build, but still powerful and flexible
  • Extensive integration with other applications, either through dedicated integrations or API hooks

Cons

  • Improve the speed of implementation of the most popular ideas on the Ideas portal
  • Support teams can be slow and some issues can take a long time to resolve
  • Although documentation is generally good, new features are often under-documented or don't include real world examples.
  • Arbitrary limits on some components can make things an unnecessary hassle

Return on Investment

  • Significantly improved our containment rate for our web messaging solution
  • Facilitates self-service, including informational messages, payments, customer-specific responses
  • Reduction in agent count over time

Alternatives Considered

Genesys PureConnect (discontinued)

Other Software Used

RingEX

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