Genesys Cloud CX Reviews

Name: Genesys Cloud CX
Brand: Genesys
Rating: 5 (9 reviews)

Vendor: Genesys

4.5 out of 5

9 reviews
100% willing to recommend

274 followers

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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 #5 ranked solution in top Customer Experience Management solutions. PeerSpot users give Genesys Cloud CX an average rating of 9.0 out of 10. Genesys Cloud CX is most commonly compared to Microsoft Dynamics CRM: Genesys Cloud CX vs Microsoft Dynamics CRM. Genesys Cloud CX is popular among the large enterprise segment, accounting for 55% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 19% of all views.

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Featured reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

Mar 27, 2024

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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Manan Gupta

Management Consulting Analyst at Accenture

Feb 26, 2024

In my experience, the deployment of Genesys Cloud was relatively easy compared to on-premise solutions. However, it depends on the project's complexity and budget. Typically, a team of specialists is involved, including IVR, reporting, support, and business development experts. The team size varies based on project requirements and can range from one person to multiple specialists. Genesys is fully deployed in the cloud. With the cloud product, everything is integrated into one single application, making deployment and integration much simpler. Unlike the on-premise product, which requires separate applications for different functions like IVR, reporting, routing, and databases, the cloud version consolidates everything into one platform. Genesys Cloud requires ongoing maintenance, especially if there are change requests from the client side. For example, if the client wants to expand their business to include social media or multimedia channels, or if they request additional features like outbound calling or web messaging, maintenance personnel are needed to implement these changes.

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Daniel Calatrava

Genesys Cloud Consultant / Software Engineer at Hightelecom

Nov 18, 2022

I give the solution nine out of ten. Our clients have around 300 users in their contact center. We require a team of three to four people for maintenance. One person for a specific infrastructure or to deploy the infrastructure to Edge, maybe the connection with the phone company. Another person is for the specific task of setting up Genesys Cloud, QEs, flows, users, and external content. Another person may be for the integrations with tenders. We do have plans to increase the usage of the solution. We need more experience in developments on bots, and some add-ons in Genesys Cloud for the different clients. Right now, we have a specific development. Maybe if we integrate all of the development and deployment in the marketplace of Genesys Cloud, it's a good experience for all of the clients around the world. I suggest to any potential users of this solution to first know your organization's requirements and budget. It's important to have a really good mapping of what is required because there are other tools or other apps, similar to Genesys Cloud that are less expensive that may work for you. For a contact center that has a lot of experience and a lot of traffic management with different clients locally or around the world, Genesys Cloud is a really good solution.

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Genesys Cloud CX market share

Product category:

As of June 2024, the market share of Genesys Cloud CX in the Contact Center Platforms category stands at 27.0%, down from 27.6% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Contact Center Platforms

Key learnings from peers

Valuable Features

The most valuable features of Genesys Cloud CX are its seamless integration with various communication channels, efficient call routing and management, robust reporting and analytics capabilities, and the ability to provide personalized and exceptional customer experiences.

"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

Room for Improvement

There are areas that require enhancement in Genesys Cloud CX. For example, users have expressed the need for better system stability and reliability, as they have encountered occasional disruptions and downtime. Additionally, users have highlighted the importance of improving the user interface to make it more intuitive and user-friendly.

Some users have also mentioned the need for enhanced reporting and analytics capabilities to gain deeper insights into customer interactions.

Furthermore, users have suggested improvements in the integration capabilities of the platform to seamlessly connect with other systems and applications.

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

ROI

The return on investment (ROI) from Genesys Cloud CX was positive. Users expressed satisfaction with the platform, highlighting its effectiveness in improving customer experience and increasing productivity.

They mentioned that it helped streamline operations, enhance communication, and optimize workflows. Users also appreciated the platform's scalability and flexibility, allowing them to adapt to changing business needs.

Pricing

The pricing of Genesys Cloud CX is considered reasonable and competitive.

Users have mentioned that the setup cost is straightforward and hassle-free.

"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

The primary use case of Genesys Cloud CX is to enhance customer experience and improve communication and collaboration within organizations.

Users have mentioned that it is used for managing customer interactions, providing customer support, and facilitating seamless communication across various channels.

Additionally, it is utilized for workforce management, analytics, and reporting purposes.

Service and Support

The customer service and support of Genesys Cloud CX have been highly praised.

Users have expressed satisfaction with the assistance provided by the company, highlighting their promptness and effectiveness in resolving issues.

The support team is described as knowledgeable, friendly, and responsive, ensuring a positive experience for customers.

Deployment

Some users reported spending three months on deployment and an additional week on setup, while others mentioned needing a week for both deployment and setup.

It is important to consider the context in which these terms are used to accurately evaluate the timeframes.

Scalability

Genesys Cloud CX is highly regarded for its ability to easily adapt and expand according to business needs.

Users have praised its flexibility and seamless integration with existing systems, allowing for efficient scaling without disruptions.

The solution's scalability is seen as a major strength, enabling businesses to effectively handle increased workloads and accommodate growth.

Stability

Genesys Cloud CX is highly reliable and dependable.

Users have expressed satisfaction with its stability and have not reported any issues or concerns regarding its performance.

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

19%

Computer Software Company

13%

Financial Services Firm

12%

Government

Manufacturing Company

Insurance Company

Healthcare Company

Retailer

Energy/Utilities Company

Construction Company

Legal Firm

Non Profit

Comms Service Provider

Wholesaler/Distributor

Real Estate/Law Firm

Media Company

Outsourcing Company

University

Logistics Company

Performing Arts

Hospitality Company

Transportation Company

Pharma/Biotech Company

Recreational Facilities/Services Company

Engineering 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