Genesys Cloud CX Reviews

Name: Genesys Cloud CX
Brand: Genesys
Rating: 4.4 (11 reviews)

Vendor: Genesys

4.4 out of 5

11 reviews
100% willing to recommend

288 followers

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What is Genesys Cloud CX?

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

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Genesys Cloud CX is the #1 ranked solution in top Workforce Engagement Management solutions, #1 ranked solution in top Contact Center as a Service (CCaaS) solutions, #2 ranked solution in top Contact Center Platforms, and #6 ranked solution in top Customer Experience Management solutions. PeerSpot users give Genesys Cloud CX an average rating of 8.8 out of 10. Based on the analysis of the 11 most recent Genesys Cloud CX reviews, the overall sentiment is positive, with a sentiment score of 6.8. (Among the highest in the category). Genesys Cloud CX is most commonly compared to Amazon Connect: Genesys Cloud CX vs Amazon Connect. Genesys Cloud CX is popular among the large enterprise segment, accounting for 52% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 21% of all views.

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Featured reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.

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Mohd Omar

Contact Center Chief Specialist at Department of Finance - Dubai

We are using Genesys Cloud CX for the daily operation of the contact center to manage the incoming calls and transactions in the contact center Genesys Cloud CX impacts decision-making by providing a real-time view of operations and enabling more accurate predictions of call volumes. The most…

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AB370

Manager, Customer Experience Country (France) at Stellantis

We primarily use Genesys Cloud CX for handling customer service operations, where agents receive calls directly through the platform, manage cases, and ensure consistent communication with customers It has improved customer interaction by integrating CTI directly into our IT systems. The…

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Genesys Cloud CX mindshare

Product category:

As of November 2024, the mindshare of Genesys Cloud CX in the Contact Center Platforms category stands at 27.7%, down from 29.2% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Contact Center Platforms

Key learnings from peers

Last updated Nov 5, 2024

Valuable Features

Genesys Cloud CX offers reliable and elastic cloud solutions with 99.99% availability, WhatsApp integration, chatbots, and outbound campaigns. Its drag-and-drop feature simplifies IVR system development. It provides comprehensive omnichannel capabilities, insightful reporting, seamless integration with third-party applications, and efficient routing. Genesys Cloud CX excels in stability, scalability, user interface, and cost efficiency due to its pay-per-use model. Users benefit from the WFM tool, advanced call management, predictive engagement, and gamification features.

"The integration of CTI within the IT system is a particularly valuable feature."
"The most valuable feature for me is the WFM tool."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."

Room for Improvement

Genesys Cloud CX requires enhancements in process automation and integration, needing features from Genesys Engage. Reporting functionalities and application customization are limited compared to Genesys Engage. Configuration is time-consuming, requiring more intuitive processes. Pricing flexibility and clear usage policies are needed. Users desire greater autonomy in troubleshooting and log access to reduce reliance on support. Migration and integration processes can be complicated. Pricing is deemed inflexible and less competitive than alternatives like Amazon Connect.

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."
"The cost needs to be improved, and it should be easier to integrate."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

ROI

Users indicate significant financial gains from Genesys Cloud CX. Several users report increased profit margins due to enhanced client interactions. Many express satisfaction with their return on investment, finding the platform effective and cost-efficient. However, precise ROI figures are unclear for some due to their technical focus. Some users find ROI considerations non-applicable to their organizational structure. Overall, there is a positive sentiment regarding the value Genesys Cloud CX provides in monetary terms.

Pricing

Genesys Cloud CX pricing is negotiable and varies based on licensing needs, often considered expensive yet competitive. The pay-as-you-go model offers cost savings over on-premises solutions. Licensing options such as CX One, CX Two, and CX Three provide flexibility, enabling businesses to scale according to agent count. Additional setup costs may include partnering with a Genesys integrator. Generally, organizations find it provides value for money due to its extensive features and integration capabilities.

"The pricing is a bit expensive."
"I rate Genesys Cloud CX's pricing a one out of ten."
"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

Popular Use Cases

Genesys Cloud CX is primarily utilized for integrating with CRM systems such as Zendesk and Salesforce, facilitating customer service operations, and managing contact centers. It supports call deflection to digital channels, deploys IVR systems, provides workforce management, enhances customer interactions, and gathers feedback. Companies use it for transitioning from legacy platforms, quality assessments, and handling multiple communication channels like chat, SMS, and email for sectors such as healthcare, banking, and retail.

Service and Support

Users rate customer service for Genesys Cloud CX high, appreciating responsive and helpful support. Some experience delays and suggest expanding the team for faster resolutions. Satisfaction varies, with some reporting excellent assistance in resolving issues quickly, while others face challenges with more complex cases and situations in certain regions like South Africa. The setup with technical partners instead of direct support is not ideal for some users, impacting their overall experience.

Deployment

Organizations found Genesys Cloud CX's initial setup mostly straightforward and easier than on-premises systems. Deployment time varied from hours to months, depending on complexity, team size, and business needs. Basic setups could be swift, while extensive systems required longer planning and specialist involvement. Customization added complexity. Teams involved included certified engineers and specialists in IVR and support. Users noted the integrated cloud platform simplified deployment, but ongoing maintenance was necessary for feature expansions.

Scalability

Genesys Cloud CX boasts impressive scalability, praised for its cloud-based deployment that prevents downtime during updates and maintenance. Used by companies with diverse team sizes and needs, including large call centers, it receives high scores for ease of scaling. Features are consistently added, highlighting its growth potential. Certain users find the scaling process somewhat challenging, yet many rate it highly, appreciating its user-friendliness and ability to accommodate new users seamlessly.

Stability

Genesys Cloud CX exhibits strong stability due to AWS support and multiple data centers that ensure redundancy. Users frequently mention its dependable performance, with many experiencing minimal downtime. However, occasional voice issues may occur, requiring quick identification and resolution. Although deploying new components can sometimes present challenges, users typically find Genesys Cloud CX reliable. Redundant network setups and disaster recovery options further enhance its stability, earning high ratings for uptime and reliability.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Genesys Cloud CX Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Educational Organization

21%

Financial Services Firm

12%

Computer Software Company

12%

Government

Manufacturing Company

Healthcare Company

Insurance Company

Retailer

Energy/Utilities Company

Non Profit

Construction Company

Comms Service Provider

Legal Firm

University

Wholesaler/Distributor

Outsourcing Company

Real Estate/Law Firm

Media Company

Transportation Company

Hospitality Company

Logistics Company

Performing Arts

Recreational Facilities/Services Company

Pharma/Biotech Company

Engineering Company

Consumer Goods Company

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Learn more about Genesys Cloud CX

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Genesys Cloud CX was previously known as Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud.

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Genesys Cloud CX customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox