User Reviews Overview

About Genesys Cloud CX

Genesys Cloud CX™ cloud contact center software transforms your customer experience. It connects data across teams, tools, interactions so you have actionable insights to address customers problems with ease on any channel, at...

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Feature ratings

Value for Money
4.1
Features
4.2
Ease of Use
4.4
Customer Support
3.9

Browse Genesys Cloud CX Reviews

195 of 195 reviews
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Robert
  • Industry: Telecommunications
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 10/2/2022

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

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.

Pros

Genesys Cloud CX has it all. Never do I have to wonder about integrations, added costs, or extra training when Genesys has all the features that a contact center of any size has all built into a single, web-based product with super reliability and ease of use unmatched in the market.

Cons

While WFM has come a long way, there are still features that Genesys needs to add and is working on those. Also, reporting needs more visualization and trending data.

Nafees
  • Industry: Banking
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 29/3/2023

Great Software

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

Pros

Great feature filled product with most of the bells and whistles you need to run contact center and meet your customer needs. Access from anywhere

Cons

WFM and WEM needs little more lift to compete with industry leaders

Alternatives Considered

NICE CXone and Amazon Connect

Reasons for Choosing Genesys Cloud CX

Needed to move to the cloud instead on-prem to a system with more features and avoid upgrades every so often

Switched From

Aspect Unified IP

Reasons for Switching to Genesys Cloud CX

features, ease of build and support.
Verified Reviewer
  • Industry: Entertainment
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
4
Customer Support
N/A

3
Reviewed on 20/3/2020

A Step Up From Previous Call Center Software, But Prone To Errors

While PureCloud has had its frustrating glitches, I find that it works far better and more intuitively than previous call center software. Having access to a number of features all in one place, rather than spread out across multiple programs, truly provides ease of mind.

Pros

PureCloud allows fluid communication either across the call center floor, across town, or even across the state or country. It allows multiple utilities that previous software such as Presence did not allow for, such as callback and voicemail functionality, chat features and built in email clients. It becomes a one-stop shop for a call center looking to offer more outreach for customers. Having the ability to work from home, especially in times of crisis, is crucial and this is what PureCloud does best.

Cons

Prone to outages and glitches, though admittedly some of these could be due to network errors within the company. The email client is less than intuitive, and frequently seems to block out valuable attachments, which are important when working in a tech support role.

Top Genesys Cloud CX Alternatives

AWS CloudFormation

RingCentral MVP

Verint Automated Quality Management

April
  • Industry: Nonprofit Organisation Management
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
3

5
Reviewed on 9/6/2023

An Honest Review...

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 :)

Pros

The ease of use and simplicity of the user interfaces is a BIG point for me. We run a busy call center and being able to deploy and train new features quickly was very important. Genesys CX allowed us to do just that.

Cons

The biggest complaint I have had was the lack of integration with HR systems BUT that is now ready or almost ready to be deployed. I would also like to see more feature enhancements like the tracking absenteeism.

Nicholas
  • Industry: Retail
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
2

5
Reviewed on 28/3/2023

Pleasantly Satisfied with Genesys Cloud CX

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

Pros

This system have massive potential for customization and reasonable API coverage.

Cons

The post sale support is not the best, we often need struggle to bring Engineers up to speed before they can troubleshoot issues.

Alternatives Considered

Five9, Cisco Jabber and Twilio

Reasons for Choosing Genesys Cloud CX

Avaya is a technological dead end.

Reasons for Switching to Genesys Cloud CX

Genesys offered the whole package with as few moving parts as possible.
Amanda
  • Industry: Insurance
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 11/5/2021

Genesys Cloud Implementation

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.

Pros

The fact that we could move all of our telephony (agents and non-agents) off of an on-premise solution and to the cloud in a very fast period of time was tremendous. The ability to shift all of the support out of IT and into the business has allowed us to optimize our customer's experience in a very agile manner. The buildout of each of the channels has been slow for us due to internal reasons, but we have many capabilities that we never had before moving to Genesys Cloud.

Cons

WEM and reporting are not ideal in Genesys Cloud. Genesys has continued to invest and enhance in these areas, but they have a way to go.

Pure Voice and how calls get routed through our virtual edges causes some issues from time to time. We rely on Genesys to help us dive into those issues so that we can understand what causes them and learn to optimize our processes to avoid them in the future. Going through some pains here has taught us a lot but the issues themselves aren't ideal.

There have been some data lags when we have tried to access our data through the UI or APIs. This happens more frequently than we would hope for and causes some issues with managing our agents/call centers.

Alternatives Considered

NICE CXone

Reasons for Choosing Genesys Cloud CX

To move away from on premise inflexible solutions to a cloud solution that could retire many different solutions and consolidate us to one. Additionally, to shift the support and ownership of the application out of IT and into the Business.

Reasons for Switching to Genesys Cloud CX

There were a few reasons in regards to security, general functionality, and pre-sales communication/relationships.
Verified Reviewer
  • Industry: Insurance
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 18/5/2021

A good product that is getting better

Overall we have been pretty happy with the Genesys Cloud application. When we find things that are lacking, we are able to put in ideas for enhancements and some of those ideas have already been implemented.

Pros

We love that the Genesys system provides us with a single system for all our customer interactions. We can handle inbound and outbound calls, chats, emails, and SMS. In addition, all the call recordings and call evaluations are in the same system (or will be when we are done rolling it out).

Cons

I think Genesys has some work to do on enhancing the sorting and filtering capabilities with the various views. I also think there are some issues to work through on the workforce management side, like being able to see a forecasted service level without publishing schedules, or having time off buckets to name a few.

Verified Reviewer
  • Industry: Telecommunications
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 24/1/2021

8/10 product for now, as this product gets better will easily be a 10/10 product in the future

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

Pros

It was easy to implement and start up. For my company as we had multiple software for our CRM, Genesys Cloud really made it easy as it is all in one software

Cons

Some areas still need to be developed, such as the reporting and the Workforce Management addon

Alternatives Considered

Verint Automated Quality Management

Reasons for Choosing Genesys Cloud CX

Lisence was expiring and the technology wasnt there

Reasons for Switching to Genesys Cloud CX

More companies was using it at the time and the vendor was locally based
Diana
  • Industry: Financial Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
3

5
Reviewed on 23/3/2023

Genesys Cloud CX review

less hardware print in our data centers. A lot more ease of use for our end users. Integrations from 3rd parties with Genesys. API driven.

Pros

the ease of use from Engineering, administration, and end user perspective. Also, all omnichannel offered in one UI.

Cons

most of the time support. It can take some time to get them on the same page with you regarding concerns or issues.

Verified Reviewer
  • Industry: Information Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
3

4
Reviewed on 27/4/2020

It proves its value in pandemic of COVID-19

Pros

Cloud based solution with WebRTC client works perfectly when all agents need to work from home.

Cons

Reporting needs to be improved, because it's rigid and hard to customized.

Altaf
  • Industry: Financial Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 2/6/2020

A Cloud like no other

The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for. We have lots of potential and it's just a matter of taking advantage of the aspects that make sense for our business.

Pros

I really like not having to perform maintenance. I also like that there are new features on a weekly basis, the ease of use of the UI, and how just about everything you need is already built into the platform.

Cons

A true mobile app is missing, but is on the roadmap. I also wish there was a built-in way to grab all our reporting data without needing our dev team to build their own solution using the API.

Alternatives Considered

8x8 X Series and NICE CXone

Reasons for Choosing Genesys Cloud CX

It wasn't a contact center solution and there were also reliability issues.

Switched From

8x8 X Series and NICE CXone

Reasons for Switching to Genesys Cloud CX

It offered a more well-rounded set of features. The outbound dialer was also superior on the Genesys Cloud offering.
Terry
  • Industry: Financial Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 27/8/2022

Breath of fresh air vs historical telephony systems

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.

Pros

Ease of use. The GUI is clear and concise on both and agent and Administrator level.

Cons

The workforce management side of the software still requires a lot of work. There is too many interweaving layers to be able to produce an easy to use schedule for our agents.

Alternatives Considered

8x8 X Series, Microsoft Teams and Cisco Jabber

Reasons for Choosing Genesys Cloud CX

The historical system was clunky, unreliable with a very sub-par support channel. This was culminated with the system owners choice of decommissioning the telephony platform we had used with them shortly after our contractual obligations had ended.

Reasons for Switching to Genesys Cloud CX

The cost benefit analysis and uptime SLAs could not be matched against any of the other products at hand.
Adrian
  • Industry: Marketing & Advertising
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 11/3/2021

Excellent all in one product

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

Pros

Seamless integration, great product and feature rich under continual development - all in one place resouce

Cons

Nothing really comes to mind at present, the Dev environment is a little cumbersome

Pramod
  • Industry: Financial Services
  • Company size: 5,001–10,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 13/10/2022

Contact Center Implementation using Genesys Cloud

After implementing Genesys Cloud solutions, we are able to get agents recordings, reporting and monitoring easily.

Pros

Contact Center Routing using Architect, Implementation of contact center components and for supervisors it is easy to use to check on agent status, reporting and analytics and recordings, integration from existing Genesys Engage & Avaya to Genesys Cloud is smooth

Cons

API integration, Custom Routing solutions, and Desktop sharing options not available

Alternatives Considered

Cisco AnyConnect

Reasons for Switching to Genesys Cloud CX

We are already using Genesys Engage setup in our environment and decision take to use Genesys Cloud for smooth migration of our contact center
Brian
  • Industry: Hospital & Health Care
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 28/10/2022

Happily Migrating From Genesys PureConnect To 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.

Pros

The application is much easier to administer, manage call flows, and expand to other lines of business. We really enjoy the the Ideas Lab/Community, which allows us to recommend and promote/upvote new features/functionality. The Beta Community has been equally as fantastic given it provides us an opportunity to test drive new features before GA.

Cons

As with any product, there are some lacking features/functionality, but the roadmap seems promising. We still struggle a bit with the Support process, and would suggest more live hands-on troubleshooting upfront rather than relying solely on uploading log files and videos of the replicated issue.

Verified Reviewer
  • Industry: Banking
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 9/1/2020

Genesys Review

When you compare the other Contact Center social media tools, I'm pretty sure that genesys did well on this. Previous versiyona has some issues and diffuculties while integration you should be a pro. But now they're making the stuff more eaiser which pretty Fast comparing the past.

Pros

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

Cons

Wish that it also have instagram, YouTube, appstore and googleplay integration features as well rather than providing Professional services.

Alternatives Considered

Avaya UCaaS and Webex
Jason
  • Industry: Insurance
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 30/4/2021

Genesys Cloud

Pros

It is easy to set up an IVR using Architect. User creation is simple and bulk imports are available. You can separate areas of your organization using Divisions which is beneficial. If you utilize Genesys Cloud Voice as your carrier, setting up and provisioning phones is simple. Also, this is a cloud based application, they are always updating it. Genesys has an ideas page, where you can submit changes you would like to see to the application and vote on other changes that have been suggested.

Cons

The reporting when it comes to segments of the calls and where they are transferred to could be better. It is difficult to determine where calls are going. The system does not currently record calls between users. We have several scenarios where an agent calls for assistance that we would like to be recorded.

Ruby
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 14/2/2023

Excellent contact centre platform

The overall experience with Genesys Cloud CX has been top notch. We were able to go live with 11 plus countries and soon will be live with many more countries. Customer support is very efficient as the turn around time is very less.

Pros

As an administrator, I find Genesys Cloud CX easy to use application. It can connect with real time attributes. The capability and scalability of this tool is flawless. Some of the other features that I like includes the call logging, predictive engagement, blind transfers, etc.

Cons

One of the features which I like the least is it's limitation on a number of segments that can be added for a given license. The configuration flow if a user is live with multiple markets is very complex at times which requires a lot of additional support.

Edgar Alan
  • Industry: Food & Beverages
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 7/7/2021

GENESYS CLOUD WITH HEINEKEN MEXICO

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.

Pros

Powerfull Platform and the most important you can add many features from the appfoundry in order to incorporate any kind of service or technology and offer the best customer service.
Easy to integrate to our CRM, Web pages.
The Genesys Team help us to enhance the functionalities that we want implement in our company.
Time to implement was very short 6 months.

Cons

We have problems with the integration with our SAP, because the version wasn't compatible with the solution.

Verified Reviewer
  • Industry: Financial Services
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
3
Features
4
Ease of Use
3
Customer Support
3

4
Reviewed on 7/4/2019

Not a bad product, but not easy

It's more powerful than our Cisco system but we've had much more administrative overhead. A phone should be a phone and software based phones aren't reliable

Pros

Great soft phone support, very tweakable, phone logs are easy to access for every call you don't have to dig for them. It's very customizable. Great for call centers.

Cons

Here are the biggest issues, unlike Cisco hard phones and soft phones are totally separate in how they integrate with the system. You can't run a hard phone and a sip phone and have them both ring. This also means that sharing lines is difficult for users like executive receptionists who deals with some executives on soft and some on hard phones. The phone tree has a few glitches to be aware of, and is difficult to learn so mistakes are inevitable if you make changes in house. Biggest issue is that the soft phone does not automatically change network adapters when connecting to a VPN. This is a big pain point for users who have to constantly switch SIP settings on their toolbar every time they move about.

Mohammed
  • Industry: Human Resources
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
2
Customer Support
2

4
Reviewed on 3/2/2019

Genesys PureCloud review

Maximum utilization of manpower productivity. atomizing the contact center workflow & saving supervision cost.

Pros

The Ultimate Security Control, High Availability, Business Continuity & System Flexibility. such as managing the workgroups & locations for different lines of business & modules using single interface. compatibility with most CRM apps & workforce management systems, live-time system, workgroup & user reporting & forecasting.

Cons

Knowledge base & FAQ does not cover all software features, real time dashboards needs more developments & hotfixes including social media & web chat features (looking forward for the new software upgrade that will fix most of this issues).

Verified Reviewer
  • Industry: Education Management
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
3

5
Reviewed on 14/11/2018

Actively enhanced platform

Purecloud is a solid platform with limitless functionality. It's great to learn on from an entry level admin standpoint and even better to work on as you continue to learn.

Pros

The platform is actively updated with new features and fixes, this has allowed us to make constant revisions and refinements to our contact centers flows and scripts. As we've learned more about the platform and new features have been released we've found almost limitless possibilities to reduce handle time and increase the customer experience.

Cons

It's difficult to adjust to working on a platform that is largely troubleshot by the team's that developed the platform vs. having physical devices on site that you can troubleshoot on your own. The biggest issue with this is support can be lacking at times and very tedious to work with.

Verified Reviewer
  • Industry: Hospital & Health Care
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
4
Customer Support
N/A

4
Reviewed on 3/3/2021

User-friendly & Intuitve

I use this in a remote call center environment. It's great that it can be used via web browser or application - makes it flexible when I need to switch computers, etc. When I'm looking at reports, it can sometimes be tricky to see all of my subordinates and their details without individually clicking through each and every name, mostly because the side menu tabs keep taking over half the screen. For its direct purpose - handling calls - really no complaints.

Pros

I think it's easy to use. I appreciate that you can use it via web browser or application. The menu icons make it easy for you to identify the tools you need. The live chat functions while on calls are extremely useful and easy to access.

Cons

Calls often drop for no reason. The time-off tool is clunky - you have to tap through dates and times rather than just enter them manually which can take way too long. The sound quality of calls can be questionable in seasons. The evaluation element.

Alexandru
  • Industry: Information Technology & Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 8/2/2022

My 2 cents

Pros

First and foremost i like the ease of use, second comes the functionality and all the options.

Cons

I haven't encountered yet anything to dislike about it.

Derek
  • Industry: Nonprofit Organisation Management
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
3
Customer Support
3

3
Reviewed on 25/11/2019

A lot of data

Overall it has been a learning curve without any formal training, but after a month I had a pretty good idea on what I was looking at.

Pros

We use this program at my company to make sure agents taking calls in the call center are in adherence. We also use it to see deviations in our call volume. The adherence part is color coded and is fairly easy to interpret. The call volume part is a lot of data and unless you've been formally trained in the program it can take some time to figure out what you are looking at.

Cons

It is almost overwhelming with data, I would recommend getting trained if possible to maximize your potential in the program.

195 reviews