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Genesys Cloud CX pros and cons

Vendor: Genesys
4.4 out of 5
Badge Ranked 1
291 followers
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Pros & Cons summary

Genesys Cloud CX is a complete and reliable platform known for its 99.99% availability and elasticity. It features chatbots, stability, predictive engagement, and gamification. Offering a comprehensive application, it includes reporting, IVR, and workflows. Integration capabilities with API-based and prebuilt options are robust. However, process automation and reporting need improvement. Pricing is high compared to competitors. More user autonomy and a mature workforce management feature would enhance the product further.

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Prominent pros & cons

PROS

Genesys Cloud CX is a complete cloud solution that is reliable and 99.99% available.
It has valuable features such as chatbots, predictive engagement, and gamification with good inbound functionality.
The platform is an omnichannel service offering customer journey insights, full reporting, and continuous updates based on consumer feedback.
It provides comprehensive training material and resources, including instructor-led training and self-paced options.
The API-based integration capabilities are strong, with prebuilt integrations and CTI integration within IT systems being particularly valuable.

CONS

Process automation in Genesys Cloud is an area for improvement and still has room for enhancement.
AI needs improvement in predictive engagement.
Reporting could be improved, lacking customization options for reports and applications.
Issues can arise during technical troubleshooting, differing from the on-premise solution.
Pricing is a significant area for improvement, with a need for more flexibility and clear usage policies.
 

Genesys Cloud CX Pros review quotes

reviewer2032359 - PeerSpot reviewer
Nov 23, 2022
What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop.
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DB
Dec 6, 2022
Genesys Cloud is an excellent platform.
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ABHAY MISRA - PeerSpot reviewer
Mar 27, 2024
Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.
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Buyer's Guide
Genesys Cloud CX
December 2024
Free Report: Genesys Cloud CX Reviews and More
Learn what your peers think about Genesys Cloud CX. Get advice and tips from experienced pros sharing their opinions. Updated: December 2024.
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Manan Gupta - PeerSpot reviewer
Feb 26, 2024
Its comprehensive single application includes everything from reporting to IVR and workflows.
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Jesus-Flores - PeerSpot reviewer
Nov 14, 2022
What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable.
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Mohammed Khaleel - PeerSpot reviewer
Nov 29, 2022
The latest version and updates have been great. It really has everything we need.
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Daniel Calatrava - PeerSpot reviewer
Nov 18, 2022
The stability is really good.
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RohitYadav - PeerSpot reviewer
Nov 21, 2022
Predictive engagement and gamification are valuable features with good inbound functionality.
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PD
Nov 28, 2024
The integration capabilities are very good. It is API-based and offers prebuilt integrations.
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AB370 - PeerSpot reviewer
Nov 4, 2024
The integration of CTI within the IT system is a particularly valuable feature.
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Show 2 more reviews (out of 12)
 

Genesys Cloud CX Cons review quotes

reviewer2032359 - PeerSpot reviewer
Nov 23, 2022
Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud.
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DB
Dec 6, 2022
The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful.
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ABHAY MISRA - PeerSpot reviewer
Mar 27, 2024
Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference.
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Buyer's Guide
Genesys Cloud CX
December 2024
Free Report: Genesys Cloud CX Reviews and More
Learn what your peers think about Genesys Cloud CX. Get advice and tips from experienced pros sharing their opinions. Updated: December 2024.
DOWNLOAD NOW
824,052 professionals have used our research since 2012.
Manan Gupta - PeerSpot reviewer
Feb 26, 2024
One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs.
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Jesus-Flores - PeerSpot reviewer
Nov 14, 2022
Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement.
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Mohammed Khaleel - PeerSpot reviewer
Nov 29, 2022
Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution.
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Daniel Calatrava - PeerSpot reviewer
Nov 18, 2022
I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud.
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RohitYadav - PeerSpot reviewer
Nov 21, 2022
AI still needs improvement when it comes to predictive engagement.
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PD
Nov 28, 2024
Their WFM product is still pretty immature.
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AB370 - PeerSpot reviewer
Nov 4, 2024
There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions.
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Show 2 more reviews (out of 12)

Product Categories

Product Categories
Contact Center Platforms
Workforce Engagement Management
Customer Experience Management
Contact Center as a Service (CCaaS)

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Product Categories

Product Categories
Contact Center Platforms
Workforce Engagement Management
Customer Experience Management
Contact Center as a Service (CCaaS)

Popular Comparisons

Popular Comparisons
Amazon Connect vs Genesys Cloud CX Logo
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Five9 vs Genesys Cloud CX Logo
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