--- title: Genesys Cloud CX Reviews meta_title: 'Genesys Cloud CX Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1558 reviews by the users' company size, role or industry to find out how Genesys Cloud CX works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 1558 scale: '5' date_modified: '2026-07-31' parent_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # Genesys Cloud CX Reviews **Vendor:** Genesys **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.4/5.0 **Total Reviews:** 1,558 ## About Genesys Cloud CX Genesys Cloud CX® is an AI-Powered Experience Orchestration solution that enables organizations to coordinate customer and employee interactions across every touchpoint. By connecting data, systems and workflows in real time, it helps businesses deliver more consistent, personalized experiences that improve loyalty, efficiency and overall business outcomes. The solution brings together AI; voice and digital engagement; intelligent routing and automation; workforce engagement management; and end-to-end journey orchestration in a single, unified cloud solution. Its open, flexible architecture allows organizations to integrate easily with existing systems, reducing complexity while creating a more connected experience across channels and enabling innovation without disruption. Organizations use Genesys Cloud CX to accelerate time to value through rapid deployment and easy-to-deploy capabilities, while reducing cost to serve with AI-driven automation. Real-time personalization and context-aware interactions help improve customer satisfaction, while native AI capabilities enhance agent productivity, streamline workflows and support faster, more informed decision-making. A unified data layer provides real-time insights and ensures seamless experiences across channels, eliminating silos and improving visibility across operations. Built-in AI governance supports secure, compliant and explainable adoption, which is especially important for regulated industries. Designed for enterprise scale, the platform delivers high availability, stability and security, with the scalability and flexibility to support global operations and evolving business needs while maintaining resilience. Genesys Cloud CX is widely used by organizations of all sizes to orchestrate personalized customer experiences at scale, improve efficiency, simplify the technology stack and drive measurable ROI. ## Genesys Cloud CX Pros & Cons **What users like:** - Users find Genesys Cloud CX to be **exceptionally easy to use** , empowering business users to independently manage configurations. (144 reviews) - Users value the **continuous feature evolution** of Genesys Cloud CX, enhancing contact center operations and user satisfaction. (103 reviews) - Users value the **reliability** of Genesys Cloud CX, praising its accessibility and support for business continuity. (76 reviews) - Users value the **efficiency** of Genesys Cloud CX, enhancing agility and simplifying contact center operations across multiple channels. (72 reviews) - Users appreciate the **intuitive interface** of Genesys Cloud CX, enhancing management of customer interactions and workforce performance. (62 reviews) - Users appreciate the **customization options** in Genesys Cloud CX, enhancing their unique routing and call flow requirements. (61 reviews) - Simple (55 reviews) - Users praise the **excellent customer support** of Genesys Cloud CX, appreciating the assistance and resources available for smooth onboarding. (54 reviews) - Flexibility (52 reviews) - Users value the **seamless integrations** of Genesys Cloud CX, enhancing their contact center capabilities efficiently. (51 reviews) **What users dislike:** - Users note the **limited features** of Genesys Cloud CX, particularly in voice translation and tool availability. (58 reviews) - Users note the **missing features** in Genesys Cloud CX, including limited dashboard customization and complex reporting options. (55 reviews) - Users find the **complexity of the interface** challenging, especially for newcomers navigating multiple features and settings. (42 reviews) - Users find the **inadequate reporting** capabilities of Genesys Cloud CX frustrating, requiring extra effort for basic insights. (38 reviews) - Users find the **learning curve steep** with Genesys Cloud CX, as the interface and features can be confusing initially. (37 reviews) - Complex Processes (36 reviews) - Users find the **limited default capabilities** of Genesys Cloud CX frustrating, necessitating expensive external integrations. (35 reviews) - Users experience **limited customization** options, making it challenging to tailor Genesys Cloud CX to their specific needs. (31 reviews) - Poor Reporting (29 reviews) - Users find Genesys Cloud CX to be **expensive** to configure, requiring technical expertise for optimal setup. (28 reviews) ## Genesys Cloud CX Reviews ### 1. Amazing! **Rating:** 4.0/5.0 stars **Reviewed by:** Maryse L. | Social Media Support, Enterprise (> 1000 emp.) **Reviewed Date:** October 20, 2022 **What do you like best about Genesys Cloud CX?** The ability to easily contact our colleagues! **What do you dislike about Genesys Cloud CX?** I definitely love it but we can meet some difficulties to complete some research **What problems is Genesys Cloud CX solving and how is that benefiting you?** I didn't have any bad experience with Purecloud ### 2. Transition to the Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Paul S. | Director of Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2022 **What do you like best about Genesys Cloud CX?** Ease of use for both Agents and Administrators. **What do you dislike about Genesys Cloud CX?** Difficult question. If there was one thing, the ability to create a report and have it scheduled to run and export - is not possible for a "report". **Recommendations to others considering Genesys Cloud CX:** Migrate from your current platform to the cloud. It will simplify the day-to-day management of your contact center. If you have multiple departments within your organization using the platform, separate them into division, again will allow you to keep information and management independent from one another. Great platform! **What problems is Genesys Cloud CX solving and how is that benefiting you?** Routing of standard interactions (voice, email, chat) and now moving to social media, SMS and Web messaging. Doesn't matter the communication channel! ### 3. I have loved Genesys! We have little to no issues, & when we do support is quick to notify & to help **Rating:** 5.0/5.0 stars **Reviewed by:** Emma S. | Enrollment Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** July 08, 2022 **What do you like best about Genesys Cloud CX?** Easy to use. Support is always quick and efficient. **What do you dislike about Genesys Cloud CX?** I can't think of anything that isn't working well. Sometimes filling out the after-call info is annoying but I know it's necessary. **Recommendations to others considering Genesys Cloud CX:** Very user-friendly, the support team is always on top of things when there are any minor issues. The system is very helpful and makes my job a million times easier. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Its an easy call system, we are able to make calls and answer them quickly and efficiently. ### 4. Contact Center Implementation in Genesys Cloud CX **Rating:** 5.0/5.0 stars **Reviewed by:** Prakash N. | Sr. Member Technical, Enterprise (> 1000 emp.) **Reviewed Date:** October 17, 2022 **What do you like best about Genesys Cloud CX?** Genesys Cloud CX is the best suitable solution for all Contact Centers as it provides all solutions at one portal. It is also helpful for the agents supervisors as it provides all at one portal **What do you dislike about Genesys Cloud CX?** API configurations with 3rd party and some limited custom options for routing solutions **What problems is Genesys Cloud CX solving and how is that benefiting you?** The main problem got solved for us is centralized implementation. Reducing unwanted servers needed for multiple applications. ### 5. Solid Cloud Contact Center Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Nick S. | Manager, Infrastructure Services, Enterprise (> 1000 emp.) **Reviewed Date:** January 28, 2021 **What do you like best about Genesys Cloud CX?** The GUI is simple to use and navigate for users and admins alike. Stand up of the solution was straight forward and we were able to pick it up and deploy within a very short time frame. **What do you dislike about Genesys Cloud CX?** We run into bugs, outages, etc and the response or updates from Genesys have not always been timely to help us understand the outage. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Allows for quick execution on our Agent WFH strategy when COVID hit and has been straightforward for new Agents to get going on. ### 6. Amazing ! **Rating:** 5.0/5.0 stars **Reviewed by:** vito d. | HEAD OF CRM & CTI, Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2022 **What do you like best about Genesys Cloud CX?** Scalable platform with many channels available **What do you dislike about Genesys Cloud CX?** Very slow management of custom requests , **What problems is Genesys Cloud CX solving and how is that benefiting you?** The management of the system in a house ### 7. It's not practical **Rating:** 3.0/5.0 stars **Reviewed by:** Lennon C. | Account Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** December 13, 2022 **What do you like best about Genesys Cloud CX?** Simple to use, intuitive interface reminiscent of older chat programs **What do you dislike about Genesys Cloud CX?** Simplicity also involves a number of important absences, such as a conversation history search by term. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It facilitates my communication with my company colleagues ### 8. Ushering video conferencing platform **Rating:** 5.0/5.0 stars **Reviewed by:** Sonali Y. | Sales Marketing Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2022 **What do you like best about Genesys Cloud CX?** User friendly installation. one go application for video conferencing. Available on multiple platforms hence ease of accessibility. **What do you dislike about Genesys Cloud CX?** Compounding of large data file is quite complex. Video conferencing on huge client base is not possible. **What problems is Genesys Cloud CX solving and how is that benefiting you?** They have tried solving problems such as large data file transfer. We can connect to people in a single step. ### 9. Zendesk integrates pretty well **Rating:** 4.0/5.0 stars **Reviewed by:** EUNICE H. | Database Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** September 23, 2022 **What do you like best about Genesys Cloud CX?** Zendesk integration - zendesk lets you act on tickets easily **What do you dislike about Genesys Cloud CX?** don't know - hard to tell - I am a user of Zendesk **What problems is Genesys Cloud CX solving and how is that benefiting you?** Zendesk lets us solve problems easily, can assign to the right team, etc. ### 10. Transition to the Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Michael S. | System Engineering Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** January 06, 2021 **What do you like best about Genesys Cloud CX?** The amount of documentation that is available **What do you dislike about Genesys Cloud CX?** There is nothing that comes to mind at this time. **Recommendations to others considering Genesys Cloud CX:** For those that are looking to utilize Genesys Cloud, be sure that you have completed your due diligence with other platforms first before understanding the once that is available. If you are using another system, there is a learning curve but with the documentation that is available, you can easily find your answers within their knowledge base **What problems is Genesys Cloud CX solving and how is that benefiting you?** We currently had a site transition from an in-house contact center to a completely remote contact center with the closure of a physical office. With no technical personnel on site and no other offices in the area, we needed to identify a solution that would meet the requirements that were placed in front of us. The flexibility of the solution in the cloud has allowed for us to transition in the matter of days and not weeks or months. ### 11. Great product overall **Rating:** 4.5/5.0 stars **Reviewed by:** Luc C. | Product manager, Enterprise (> 1000 emp.) **Reviewed Date:** April 29, 2022 **What do you like best about Genesys Cloud CX?** Flexibility, scalability, easy to deploy, to use and to maintain. Being a cloud based solution it greatly simplifies and accelerate any deployment without being to worry about sizing. **What do you dislike about Genesys Cloud CX?** The so call advanced features are not that much straightforward, either they come at an extra charge and/or some programming effort. There is also a lots of adds-on an even the in-hourse features usually required some development effort. **Recommendations to others considering Genesys Cloud CX:** Market leader and constant evolution **What problems is Genesys Cloud CX solving and how is that benefiting you?** The speed to market since there is no scalability and access issue at all so we can deploy and deliver much faster compare to an on-prem solution where you have to worry about dimensions, load, performances... ### 12. A simple, user friendly cloud soution for omnichanel contact centers **Rating:** 4.5/5.0 stars **Reviewed by:** Gonzalo C. | Genesys consultant, Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2022 **What do you like best about Genesys Cloud CX?** a platform almost purely cloud-based, with minimum problems and great stability, great compatibility and easy to integrate, simple IVR are a easy task, but still capable of some serious complex routings **What do you dislike about Genesys Cloud CX?** Some security factors may be useful, like disabling the possibility of smartphone app access, 2-step auth, and some security checks for trusted users and applications to be able to get the token for API consumption. etc **What problems is Genesys Cloud CX solving and how is that benefiting you?** a single platform for all my customers, with a unified real-time report form my partners, with audio and screen recording for quality and security, and oracle integration ### 13. Easy to implement **Rating:** 4.0/5.0 stars **Reviewed by:** Greg S. | Director of IT Operations and Infrastructure, Enterprise (> 1000 emp.) **Reviewed Date:** June 10, 2022 **What do you like best about Genesys Cloud CX?** Business users can configure the platform without always having to rely on IT. IVR's, agent scripts, campaigns, etc. are easily managed by business users. **What do you dislike about Genesys Cloud CX?** There are cases where you may still have to integrate with a telco for local services in other countries. Call quality can be hit or miss since you are relying on the internet for your calls. **Recommendations to others considering Genesys Cloud CX:** If doing business outside of the US, check for Telco compatibility. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys replaced our hosted legacy phone system which was difficult to change and configure. ### 14. Genesys Dx software is awesome for ed tech **Rating:** 4.5/5.0 stars **Reviewed by:** fazlulla r. | SENIOR QUALITY ANALYST, Enterprise (> 1000 emp.) **Reviewed Date:** May 13, 2022 **What do you like best about Genesys Cloud CX?** I like it! The best I like about the console is it's user friendly, easy to understand & easy to use. Artificial Intelligence does the required job & easy to set up. I would suggest my circle use Genesys. **What do you dislike about Genesys Cloud CX?** The search optimiser can be improved to the best and also the download option could be provided so that it's easy to fetch the report easily. Nano-rep analytics can be more accurate. **Recommendations to others considering Genesys Cloud CX:** I would be pleased to inform Genesys, as it's user friendly and easy to set up. **What problems is Genesys Cloud CX solving and how is that benefiting you?** I'm solving Academic doubts of students, fetching nano-rep analytics and Lead generation. ### 15. Not just another chat solution **Rating:** 4.5/5.0 stars **Reviewed by:** Junaid B. | Telecommunications Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** April 13, 2022 **What do you like best about Genesys Cloud CX?** seamless transition from bot to Agent and omi channel data for single report to show whole journey of customer **What do you dislike about Genesys Cloud CX?** I have worked in call centers with Agents having special eyesight-related problems and to get around it we tried to use windows black/white theme and sometime zooming apps. I always feel it is too easy for App vendors to keep simple and well-contrast GUI colors for such Agents to be catered for. **Recommendations to others considering Genesys Cloud CX:** Strongly recommends however I do suggest setting your success criteria and try use Vanilla as much/where possible to improve the performance and compatibility for future updates **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys IB is well matured and having a chat channel taking to the next level is now more beneficial. We don't need a separate chat solution, by using Genesys DX customer journey fro mone channel can be transferred to other seamlessly and the whole journey can be traced, tracked, monitored and report on ### 16. Genesys Cloud Makes worklife easier **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2022 **What do you like best about Genesys Cloud CX?** Genesys Cloud makes it quick and easy to monitor in realtime to see what is happening with staff and clients alike.. It has a simple layout and the software is incredibly user friendly. **What do you dislike about Genesys Cloud CX?** There is not much to dislike about genesys cloud based on my individual experience. The only issue is that sometimes the phone system just kicks you out in the middle of a call or cuts out which is very frustrating for staff and clients, especially when working in healthcare. We do sometimes get staff who are unable to log in to genesys as well. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Previously, we needed to use different software platforms for shift planning and actually making calls but genesys has made this a thing of the past. ### 17. UC Engineer **Rating:** 4.5/5.0 stars **Reviewed by:** Ryan N. | UC Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** June 09, 2022 **What do you like best about Genesys Cloud CX?** The possibilities seem endless. There are so many options to interact with clients using voice, sms, mms chat bots, email etc. We are going to be implementing Workforce Management and I am looking forward to that. **What do you dislike about Genesys Cloud CX?** There is a lot of documentation out there, but it does not always gets specific enough. The search feature in the Admin section needs some serious help. **What problems is Genesys Cloud CX solving and how is that benefiting you?** We have close to 200 locations and will be adding many more. Our old phone system could not handle that much. ### 18. Ashley's review **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley B. | Enrollment Assistant Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2022 **What do you like best about Genesys Cloud CX?** The way it works. The way I can easily access my team's calls and review them. **What do you dislike about Genesys Cloud CX?** It often resets to the original page when reviewing data - I will have to go back and review the same information multiple times to get the same result due to the reset. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It has helped our company efficiently answer our calls for clients ### 19. Superb dashboards, very interactive **Rating:** 4.0/5.0 stars **Reviewed by:** Sahil J. | Project Management Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** March 12, 2022 **What do you like best about Genesys Cloud CX?** Very interactive, real-time updates with alerts. And real-time dashboards.. Easy to understand and many customisation options. And cost effective then other competitors. **What do you dislike about Genesys Cloud CX?** It's complicated to use for the first timer, takes time to understand and learn. Learning takes time, could have better pricing options for renewal customers... **What problems is Genesys Cloud CX solving and how is that benefiting you?** Managing a headcount of 1200+ is difficult, with Genesys I don't have to keep sending mails for the updated dashboard this is the problem I faced when sharing excel based dashboard.. I had to manually set rules and keep changing and updating formulas and at times due to the heavy data it used to take time especially on month end when data is a lot.just update the data and the data is visible for everyone real-time and no lag and no wastage of time ### 20. Genesys Cloud remote working made easy **Rating:** 5.0/5.0 stars **Reviewed by:** Con F. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2021 **What do you like best about Genesys Cloud CX?** Genesys Cloud was chosen due to the ongoing pandemic, we needed a solution to move from our legacy in-house telephony platform to a cloud system that was feature-rich and capable of being rapidly deployed. The interface is intuitive and easy to use and allowed us to upskill our staff quickly. The scripting and routing options have allowed us to design complex customer journeys that our diverse clients require. The WFM feature allows us to easily manage our staffing levels across a busy 24/7 call center and the gamification helps keep our now remote staff highly engaged. The app foundry is a real asset to the product. We have used an app foundary partner PureSocial to allow us to quickly integrate multiple digital channels directly into the Genesys cloud routing engine. This has allowed us to reduce the onboarding time for social channels and increased the productivity of our agents. **What do you dislike about Genesys Cloud CX?** The reporting out of the box is limited and we are working to integrate with 3rd party tools to allow us to capture and produce better and more visually appealing reports that fit our customer needs better. **What problems is Genesys Cloud CX solving and how is that benefiting you?** We have a diverse client base and so we need to be able to deliver on all available communication options. The ability to offer our clients all social and digital channels in one platform enables us to be our customer's digital partner of choice. ### 21. It's a quick system, easy to understand and understamding for everyone to use it **Rating:** 5.0/5.0 stars **Reviewed by:** Cicley T. | Case Advocate, Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2022 **What do you like best about Genesys Cloud CX?** the options that gave you regarding the development and how you can keep track on it as well our examinations so we can go back and verify where we can improve. **What do you dislike about Genesys Cloud CX?** When the signal is gone you can just choice a status and close the app it stays like that until your signal comes back **What problems is Genesys Cloud CX solving and how is that benefiting you?** I havent seen one ### 22. Tool for internal and external communication via chat and calls. **Rating:** 4.5/5.0 stars **Reviewed by:** Vishal B. | Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** June 07, 2022 **What do you like best about Genesys Cloud CX?** It is the best tool for internal and external communication with team and outside person via chat and calls , we can share our screen as well if we have any issue and show the content to remote person. **What do you dislike about Genesys Cloud CX?** not much dislike it but the feature of screen sharing is not good as another communication tools like we need to click on each and everything which we need to share, it does not share everything on-screen in one go. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Using Skype for Bussiness we can communicate with team members and also we can have meetings with clients and organization people, also we can share our screen content with other team member and show if we have any problem or issue. ### 23. Happy User **Rating:** 5.0/5.0 stars **Reviewed by:** Patrick M. | Contact Center Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2022 **What do you like best about Genesys Cloud CX?** All the features that are available right out of the box, without having to use 3rd party vendors. Workforce management; Speech Analytics; Chat; Reporting; Quality Assurance; Routing are all included. **What do you dislike about Genesys Cloud CX?** I do wish that there were more customizable reporting options built-in. Also call conferencing is not currently enabled, but they are working on having that added in. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Workforce management is a godsend. We are able to predict with a high degree of accuracy the amount of staff that we will need at any given time, flexing when needed and bulking up at other times. ### 24. Genesys Implementation at Aldar **Rating:** 4.0/5.0 stars **Reviewed by:** Dayan D. | VP CRM & Digital Solutions, Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2022 **What do you like best about Genesys Cloud CX?** Product capabilities, Implementation team **What do you dislike about Genesys Cloud CX?** Survey integration with Qualtrics, Call Sentiment Analalysis **What problems is Genesys Cloud CX solving and how is that benefiting you?** Centralized CRM enabled call center, Social Channels, Omni-Channel Experience ### 25. Seamless Connectivity meets the 21st Century **Rating:** 5.0/5.0 stars **Reviewed by:** Shantell K. | Case Advocate, Mid-Market (51-1000 emp.) **Reviewed Date:** July 19, 2022 **What do you like best about Genesys Cloud CX?** Genesys Cloud CX provides cutting edge connectivity via VoIP and great sound quality, which means a lot in my line of work. I can hear calls smoothly and playback is never an issue. I never have issues with utilizing many features. **What do you dislike about Genesys Cloud CX?** Not any that I could name! Ever since using Genesys Cloud CX, I feel more confident in my ability to give my very best to my clients and my colleagues. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys Cloud GX helps take the guesswork out of call integrity and tracking with regard to case progression, increased productivity and helps with time management as well. ### 26. Easy, fast, and powerful **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2022 **What do you like best about Genesys Cloud CX?** What I like the most is that it is quick to deploy. **What do you dislike about Genesys Cloud CX?** The reporting. For example, there are no reports as essential as calls received by service (DNIS-Service dictionary), or dashboard by DNIS-Service. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Above all, it is solving the slowness in the provisions and evolutions of the service. Being simple, quick to implement, and requiring fewer developments. ### 27. Voicebot Implementation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** June 01, 2022 **What do you like best about Genesys Cloud CX?** The Genesys user interface is user-friendly and provides the ability for users to customize what data elements they like to see on the screen. Using Genesys workspace, you can save different views and easily access them. **What do you dislike about Genesys Cloud CX?** One of the areas Genesys Cloud CX lack is voicebot reporting/analytics. For you to gain insights to improve/enhance the voicebot, you have to build your analytics and perform calls to Genesys APIs. **Recommendations to others considering Genesys Cloud CX:** A steller organization behind a great product. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Using Genesys Cloud CX, we were able to successfully implement a voicebot solution for one of our departments. The voicebot solution has enabled us to route our customers to the appropriate departments quicker and has enabled us to save money by eliminating calls to our department. ### 28. Seamless way to run a call center **Rating:** 5.0/5.0 stars **Reviewed by:** Trevor P. | Business Development Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 08, 2022 **What do you like best about Genesys Cloud CX?** We use GC on a daily basis to make calls to our potential clients! The interface is super easy to learn and there's so much you can do within the program **What do you dislike about Genesys Cloud CX?** The only major downfall would be connection time when we are outbounding clients - there is typically a 4-6 second lag. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It's essentially how we run our business! We track calls, call that turn to sales, make sure people are outbounding as well as simply staying available and working ### 29. Reviewing Skype **Rating:** 3.5/5.0 stars **Reviewed by:** Janaki J. | Director of Business Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2022 **What do you like best about Genesys Cloud CX?** overall chat, audio, video calls i like everything mostly **What do you dislike about Genesys Cloud CX?** I like most of the features. MAy be if we could share longer videos then it will be helpful. **What problems is Genesys Cloud CX solving and how is that benefiting you?** My daily calls with teammates and internal communication tool ### 30. A robust and efficient platform for business **Rating:** 4.5/5.0 stars **Reviewed by:** Alex V. | Analista de telecomunicações, Enterprise (> 1000 emp.) **Reviewed Date:** July 26, 2022 **What do you like best about Genesys Cloud CX?** Genesys provides ease in developing IVR and WhatsApp. Providing an excellent experience for the end customer. **What do you dislike about Genesys Cloud CX?** Workforce Management is a shortcoming of the platform. It does not meet the minimum requirements of Brazil and leaves something to be desired when we talk about multichannel service. **What problems is Genesys Cloud CX solving and how is that benefiting you?** A unique platform with many features. Outbound campaigns IVR Whatsapp chat ### 31. user review for active directory **Rating:** 4.0/5.0 stars **Reviewed by:** Niraj S. | Senior Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** October 16, 2022 **What do you like best about Genesys Cloud CX?** it is lightweight to and helps in managing permissions and access to network resources fluently to the user **What do you dislike about Genesys Cloud CX?** it has some main competitors like redhat which provides services slightly better. **What problems is Genesys Cloud CX solving and how is that benefiting you?** the data replication is some sort of problem which is being handled by the activedirectory and is improving its standards day by day ### 32. Focused on business use cases w/demo's **Rating:** 3.5/5.0 stars **Reviewed by:** Randall L. | Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** June 09, 2022 **What do you like best about Genesys Cloud CX?** Genesys has a lot of cutting edge features and I'm sure help to retain customers. I love the AI tools, the quick access to over seeing your entire IVR system. I can easily pull up audio and transcripts from calls, or see what is being communicated. **What do you dislike about Genesys Cloud CX?** It can be very detailed and unwieldy. I think it's hard to offer customers lots of features without feeling like the entire system is bloated, but it takes an entire training course to learn how one thing works. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It helps keep track of our calls and better communicate with our clients. It's very good at tracking what's going on and how people have been interacting with our phone system. ### 33. Awesome Communication Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Matthias M. | Project Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2022 **What do you like best about Genesys Cloud CX?** This is very easy to use and most of all the audio quality is awesome. It is very easy to create groups and synchronizing is simply awesome across different platforms. **What do you dislike about Genesys Cloud CX?** There really isn't anything that I dislike about this product. One thing that could be done well in this tool is to improve the user interface as it seems quite old-fashioned. **What problems is Genesys Cloud CX solving and how is that benefiting you?** This tool is mostly used for communicating with the customer on a regular basis. This is a secure and closed source which makes it reliable to have confidential business communications. ### 34. The Beauty of Genesys Cloud for Zendesk. **Rating:** 5.0/5.0 stars **Reviewed by:** Renee C. | QA Specialist., Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2022 **What do you like best about Genesys Cloud CX?** I like best the ease of using the app over the app that we use in our organization, this replaced a non-reliable app that we used during the times past. **What do you dislike about Genesys Cloud CX?** This App is perfect for what I need it to do so far. **Recommendations to others considering Genesys Cloud CX:** This is a very reliable form of time capture for payroll. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It's allowing a reliable form of signing into the system to keep track of active work hours for reimbursement. ### 35. A great instant messaging solution **Rating:** 5.0/5.0 stars **Reviewed by:** Anthony M. | Desktop Support, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2022 **What do you like best about Genesys Cloud CX?** From my experience in the IT industry as a Desktop Support Engineer, this is perfect to receive a faster response from customers rather than contacting by email. You can even see if customers are Busy, Available, and Away to save time from physically walking to their desk when handling tickets. **What do you dislike about Genesys Cloud CX?** A problem that I have encountered in my experience is service outages. The service can be down for hours or even days which can cause delays when customers need to chat and make calls. **What problems is Genesys Cloud CX solving and how is that benefiting you?** How to save time when working tickets. By troubleshooting remotely you can save a lot of time and energy when working on tickets sometimes. This is definitely beneficial if you have a customer that is far away in walking distance from your desk. ### 36. Internal communication software for business **Rating:** 4.0/5.0 stars **Reviewed by:** Arpit B. | Software Engineer II, Enterprise (> 1000 emp.) **Reviewed Date:** July 03, 2022 **What do you like best about Genesys Cloud CX?** Very helpful to schedule meetings and also sharing screens with teammates is easy to resolve issues Convinient as it has the mobile application where we can get the notifications **What do you dislike about Genesys Cloud CX?** There are no such dislikes about it because I have used it for few days, but sometimes it crashes which is very bad when we are sharing our screen during meetings, **What problems is Genesys Cloud CX solving and how is that benefiting you?** Helpful to connect with with teammates and sharing screens during covid since most of us are working remotely, Also we can share any type of files or documents which are also secured and we don't need to send an email for that. ### 37. Overall a great product **Rating:** 4.0/5.0 stars **Reviewed by:** Crystal E. | Event Coordinator - Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** September 02, 2022 **What do you like best about Genesys Cloud CX?** I'm able to do all my virtual meetings on a reliable platform **What do you dislike about Genesys Cloud CX?** Not all of my clients find it easy to use. Some have trouble downloading the app **What problems is Genesys Cloud CX solving and how is that benefiting you?** Not sure of problems currently ### 38. The best parts of innovation tied into one **Rating:** 4.5/5.0 stars **Reviewed by:** Jade D. | Contact Center Support Technician, Small-Business (50 or fewer emp.) **Reviewed Date:** January 06, 2021 **What do you like best about Genesys Cloud CX?** What I like best is how easy it is to use. The integration of the working parts of applications that are typically used in a call center environment are so seamless that you almost feel like "it can't be this easy" but it truly is. Users who were migrated to this system earlier this week have not been reporting any issues. They have easily adapted. I particularly like how you can see the status of other users by simply going to the directory. That would be the equivalent of using Teams. But lo and behold, Genesys Cloud also has a chat feature. It's an all-in-one tool that makes life so much easier on everyone. It's like when you shop for kitchen appliances. Why own 10 different products when you can have an all-inclusive one? **What do you dislike about Genesys Cloud CX?** The admin page can be overwhelming at first because it has so many different topics. As I use it more, I get more accustomed to how things are set up. The Admin page is very organized because of the use of headers. For the most part, everything is laid out pretty straightforward, but it can also be complex at times regarding terminology use. For example, I'm used to "IVR" or "Scripts" so I was searching for that vs. architect. Just small things that require a bit of getting used to. **Recommendations to others considering Genesys Cloud CX:** We've met with many companies but went with Genesys. Even competitors didn't have anything bad to say about this company. **What problems is Genesys Cloud CX solving and how is that benefiting you?** The first site we've rolled out has not had any issues. In fact it seems that it was an easy cutover. The idea of a cloud solution is business continuity. We've eliminated the need for on-prem equipment, our carbon footprint has been greatly reduced, and there's a sense of security knowing that there's redundancy. We have yet to start putting all the features of Genesys Cloud to use and are eager to do so. ### 39. Easy to communicate **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** November 29, 2022 **What do you like best about Genesys Cloud CX?** It will help to expand business scopes through better communication **What do you dislike about Genesys Cloud CX?** There is no negative point for skype yet **What problems is Genesys Cloud CX solving and how is that benefiting you?** For business purpose, this is the best application ### 40. Efficient customer networking product **Rating:** 4.5/5.0 stars **Reviewed by:** Richard H. | Mechanical Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** March 23, 2022 **What do you like best about Genesys Cloud CX?** It helps us to connect and interact with our clients from where they are based. Genesys Cloud CX gives my team all customer related insights that boost our planning and decision making. Communication channels have also been improved and potential clients can easily reach us for any inquiry. **What do you dislike about Genesys Cloud CX?** I have not experienced any downside operation from the operation of this tool since we deployed it. It has helped us in doscovering many opportunities within our customers cycle. **Recommendations to others considering Genesys Cloud CX:** I have been impressed by the performance of Genesys Cloud CX and our clients have gained more positive experience with our products and services. I recommend this product to others and I really thank the vendor for such great solution and support. **What problems is Genesys Cloud CX solving and how is that benefiting you?** We have build reliable customer infrastructure journey. The service delivery to our clients have improved and our customers are ever happy. It has increased ROI and enhanced expansion of our customer engagement plans. ### 41. Genesys Cloud Review **Rating:** 4.0/5.0 stars **Reviewed by:** Matthew A. | Solution Owner, Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2022 **What do you like best about Genesys Cloud CX?** The system is user friendly and has provided a ton of growth for our company with AI and chat bot technology. **What do you dislike about Genesys Cloud CX?** There are many limitations within Cloud that we did not have previously in Pure Connect that prevents us from accomplishing even more than we have. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys is resolving to provide after-call wrap-up time for all media types. This will assist our customers by ensuring our associates are available after chats, calls, and e-mails. ### 42. very reliable on an everyday basis. **Rating:** 4.5/5.0 stars **Reviewed by:** Shelsee H. | Accounts Receivable, Mid-Market (51-1000 emp.) **Reviewed Date:** January 26, 2021 **What do you like best about Genesys Cloud CX?** consult transfer and blind transfer. scheduled calls **What do you dislike about Genesys Cloud CX?** calls come in and doesn't ring or it puts you on not responding when you are ready on queue! **Recommendations to others considering Genesys Cloud CX:** Easy software to use and has multiple features that are very handy for customer service. **What problems is Genesys Cloud CX solving and how is that benefiting you?** easier to transfer calls to different departments. Voicemail transfer to the correct rep ### 43. The product is rich with features. What enhanced the experience is the Genesy PS Team **Rating:** 5.0/5.0 stars **Reviewed by:** Basil B. | Transformation Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** November 17, 2022 **What do you like best about Genesys Cloud CX?** Rich features, user Interface, Integration capabilities **What do you dislike about Genesys Cloud CX?** A little complex to make changes to flows **What problems is Genesys Cloud CX solving and how is that benefiting you?** Provides a platform for Hybrid Customer Experience and rich performance analytics. Increased Call Centre agent productivity ### 44. Genesys Cloud CX **Rating:** 5.0/5.0 stars **Reviewed by:** Dave N. | Supporter Care Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 08, 2022 **What do you like best about Genesys Cloud CX?** Usability, omnichannel capabilities, reporting and analysys. Having the integration with SF does make things a lot easier for the team to manage and has increased job satisfcation **What do you dislike about Genesys Cloud CX?** nothing yet so far. the journey has been positive. Everything seem to be working the way it should **What problems is Genesys Cloud CX solving and how is that benefiting you?** Productivity and visibility. Implemented the whole system when COVID hit us and it allowed us to manage the teams remotely and saw a huge increase in productivity ### 45. Backbone of an Organisation. **Rating:** 4.5/5.0 stars **Reviewed by:** Anmol T. | Application/Cloud Support Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** November 04, 2022 **What do you like best about Genesys Cloud CX?** Working in AD starting from creating OU , Users and everything related to it. **What do you dislike about Genesys Cloud CX?** A complicated process means one mismatch can lead to trouble. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Managing all company users profile, server, printers etc within a single platform. ### 46. An enterprise instant messaging solution, but is antiquated, buggy and not maintained **Rating:** 2.5/5.0 stars **Reviewed by:** Dushyant P. | Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** December 30, 2021 **What do you like best about Genesys Cloud CX?** - Can share screen without needing to connect on call - very few other apps support this - Can join in via phone, without needing an internet connection - Good video quality, better than Google Meet - Instant messaging allows to reach anyone who's active - those who're not, get missed IM notifications on Outlook mail - History of messages is maintained over Skype app, as well as Outlook **What do you dislike about Genesys Cloud CX?** - Outdated UI. Doesn't support modern features like text formatting, copy pasting images, GIFs etc - Messaging system is weird - multiple chats can be started with the same person, and often miss out on messages - It takes a few minutes for a convo to be saved, otherwise it doesn't come up in history - It integrates with Outlook calendar, but meeting schedule changes are not reflected on Skype app unless the app is restarted - Considerable RAM usage. - No app for IMs for mobile **What problems is Genesys Cloud CX solving and how is that benefiting you?** Skype for Biz is the Instant Messaging solution used by our firm to connect employees and Contingent workers across the organization. Anyone who has a company email address, has a Skype for Biz account, and we can chat with them, setup audio/video calls or share screens. The benefit is a custom solution that works company wide across business divisions and departments. It integrates with Outlook for meeting scheduling and conversation history If it can be maintained and upgraded with features at par with its competitors like Slack, it can be a lot better ### 47. Genesys Cloud, one great communication platform **Rating:** 5.0/5.0 stars **Reviewed by:** William M. | Director of Talent Acquisition, Mid-Market (51-1000 emp.) **Reviewed Date:** July 19, 2022 **What do you like best about Genesys Cloud CX?** Ease of use and consistency in performance. The dashboard is very intuitive and easy to navigate. Performance is dependable . **What do you dislike about Genesys Cloud CX?** I have not noticed any drawbacks or negative performance issues with the product. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Solved the problem of dropped calls or poor voice communication quality. Higher call volumes are supported without problems. ### 48. Skype for Business: A tool for all the communication within the organization **Rating:** 4.5/5.0 stars **Reviewed by:** MD E. | Technical Associate, Enterprise (> 1000 emp.) **Reviewed Date:** December 23, 2021 **What do you like best about Genesys Cloud CX?** Skype for business is the best tool for all the communication within the organization. Sharing the screen and working on remote is relatively smooth Initiating the interview is very simple. Both audio and video calls are availab. It has different color feature as per the availability of you like green for availale, yellow for away etc. **What do you dislike about Genesys Cloud CX?** The only disadvantage with Skype for business is it will show the status as "AWAY" if you don't touch the mouse for a few minutes. Sometimes it takes too much time to log in. Higher bandwidth required for the video calls. **What problems is Genesys Cloud CX solving and how is that benefiting you?** We have been using Skype for Business for the last three years in my current company. We use this tool for all the communication within the whole organization(On Shore and Off Shore). We also fix the issue by taking remote. We also use this tool for all kinds of meetings, conferences, and interviews. ### 49. My Day-to-Day Workhorse **Rating:** 5.0/5.0 stars **Reviewed by:** Ted J. | Senior Tax Reviewer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 26, 2021 **What do you like best about Genesys Cloud CX?** I believe it makes for an enjoyable calling experience. I appreciate that it is not too technical. **What do you dislike about Genesys Cloud CX?** Nothing that comes to mind right now. People I call may have trouble hearing me occasionally, but that is likely due to cell phone problems. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Occasionally a caller will complain about not hearing me. Benefits outwiegh the shortcomings. ### 50. Excellent Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Gustavo G. | IT Team Leader, Enterprise (> 1000 emp.) **Reviewed Date:** June 07, 2022 **What do you like best about Genesys Cloud CX?** Flexibility and autonomy of the product. Great stability and good tools with a focus on business growth. **What do you dislike about Genesys Cloud CX?** They need to improve the cash reports, there is a lack of a better reporting platform integrated with BI. Not everything can be Appfoundry. **Recommendations to others considering Genesys Cloud CX:** Review the impact on recurring costs (IVR Minutes, Storage, API consumption, etc.) **What problems is Genesys Cloud CX solving and how is that benefiting you?** Stability, it didn't help us not to worry about stability and to be able to focus on the business OKRs. ## Genesys Cloud CX Discussions - [What is Genesys Cloud CX used for?](https://www.g2.com/discussions/what-is-genesys-cloud-cx-used-for) - 3 comments, 2 upvotes - [How can I review the roadmap to know the future releases?](https://www.g2.com/discussions/how-can-i-review-the-roadmap-to-know-the-future-releases) - 1 comment, 1 upvote - [Will you be open to data lake ?](https://www.g2.com/discussions/will-you-be-open-to-data-lake) - 1 comment, 1 upvote - [How would I utilize Skype for Business?](https://www.g2.com/discussions/how-would-i-utilize-skype-for-business) - 1 comment, 1 upvote - [Which type of call is not allowed in Skype?](https://www.g2.com/discussions/which-type-of-call-is-not-allowed-in-skype) - 1 comment, 1 upvote - [View Genesys Cloud CX pricing details and edition comparison](https://www.g2.com/products/genesys-cloud-cx/reviews?page=10§ion=pricing&secure%5Bexpires_at%5D=2026-08-03+02%3A40%3A46+-0500&secure%5Bsession_id%5D=095bd486-2d0c-4455-a8d2-b80ba96696b9&secure%5Btoken%5D=3e824379276b8cc13f9ea5dcef0cd38be0674b26e9054b1dfc28ba7a0d859107&format=llm_user) ## Genesys Cloud CX Integrations - [Adobe Experience Manager](https://www.g2.com/products/adobe-experience-manager/reviews) - [Agentforce Marketing (formerly Salesforce Marketing Cloud)](https://www.g2.com/products/agentforce-marketing-formerly-salesforce-marketing-cloud/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [AnyDesk](https://www.g2.com/products/anydesk/reviews) - 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Progressive Dialing - Predictive Dialing **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Administration** - Access Control - Web Page Navigation - Real Time Assistance **Messaging Channels** - SMS Messaging - Email - Voice Messaging - Two way messaging **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Platform Basics - VoIP Providers** - PBX systems, VoIP Softphone - Call Management - Network monitoring - Integrations - Virtual PBX - SIP trunking services **Voice Recognition - AI Voice Assistants** - Voice Recognition **Agentic AI - Genesys AppFoundry Marketplace** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Outbound Call Tracking** - Autonomous Task Execution **Agentic AI - UCaaS Platforms** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Basic Communication** - Phone Calls - Video Calls - Instant Messaging - Screen Sharing - Conference Calls - Desk-to-Desk Calls **Calling** - Record Calls - Generate Location - Call Types - Click-to-Call - Auto Dialer **Process** - Mentions - Tickets - Macros **Channels** - Social Media - Website - Text Message (SMS) - Voice Assistants - Other **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Extensions** - Tenancy Flexibility - Native VoIP - CCaaS Option **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - Role-based access - Collection of information **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Security** - Data Security - Data Masking **Administration** - Scheduling - Triggered Notifications - Segmentation - Integrations **Workforce Management** - Call Monitoring - Performance Evaluation **Automation** - Ticket Resolution - Customization - Intelligent Routing **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Speech Synthesis - AI Voice Assistants** - Speech Synthesis - Customizable speech - Multiple voice actions **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - VoIP Providers** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Contacts** - Personalization - Information Locater - Record Prospect Data **Channels** - Email - Social - Live Chat - Phone - Text **Customers** - Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administrative** - Call Recording - Reporting & Dashboards **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Security and privacy - AI Voice Assistants** - Encrypted communication **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Access** - Software Pairing - Browser Extension - Individual Download **Insights** - Notes - Automated Voicemails - Automated Emails - Sorts Prospects - Automated Note Taking **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Generation - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Compatibility - AI Voice Assistants** - Cross platform compatibility **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis **Advanced Features** - Hold Music - Automated Attendants - VOiP Number **Features** - Voicemail to Email - Voicemail to SMS - File Sharing - Voice Conferencing - Video Conferencing **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Genesys Cloud CX Alternatives - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (604 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,471 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)