--- 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: '2026-08-10' parent\_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- ### Genesys Cloud CX Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users find Genesys Cloud CX to be **exceptionally easy to use** , empowering business users to independently manage configurations. [(144 mentions)](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1062871&qs=pros-and-cons#reviews) Users value the **continuous feature evolution** of Genesys Cloud CX, enhancing contact center operations and user satisfaction. [(103 mentions)](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1072021&qs=pros-and-cons#reviews) Users value the **reliability** of Genesys Cloud CX, praising its accessibility and support for business continuity. [(76 mentions)](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1070450&qs=pros-and-cons#reviews) Users value the **efficiency** of Genesys Cloud CX, enhancing agility and simplifying contact center operations across multiple channels. [(72 mentions)](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1063851&qs=pros-and-cons#reviews) Users appreciate the **intuitive interface** of Genesys Cloud CX, enhancing management of customer interactions and workforce performance. [(62 mentions)](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1065185&qs=pros-and-cons#reviews) Users note the **limited features** of Genesys Cloud CX, particularly in voice translation and tool availability. [(58 mentions)](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1063895&qs=pros-and-cons#reviews) Users note the **missing features** in Genesys Cloud CX, including limited dashboard customization and complex reporting options. [(55 mentions)](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1062301&qs=pros-and-cons#reviews) Users find the **complexity of the interface** challenging, especially for newcomers navigating multiple features and settings. [(42 mentions)](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1073040&qs=pros-and-cons#reviews) Users find the **inadequate reporting** capabilities of Genesys Cloud CX frustrating, requiring extra effort for basic insights. [(38 mentions)](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1063944&qs=pros-and-cons#reviews) Users find the **learning curve steep** with Genesys Cloud CX, as the interface and features can be confusing initially. [(37 mentions)](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1071452&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Genesys Cloud CX ##### 1. Ease of Use Users find Genesys Cloud CX to be **exceptionally easy to use** , empowering business users to independently manage configurations. [ See 144 mentions ](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1062871&qs=pros-and-cons#reviews) See Related User Reviews AS Andrew S. Enterprise (\> 1000 emp.) 5.0/5 "High Customizability, Easy Setup, But Needs Shared Line Appearance" What do you like about Genesys Cloud CX? I like the customization in Genesys Cloud CX. It's really helpful for our unique routing needs. Our organization has very specific call flows and rout ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Enterprise (\> 1000 emp.) 4.0/5 "Cloud-Based Convenience with No Installation Needed" What do you like about Genesys Cloud CX? I like the cloud aspect of the application since it doesn't need any installation to use ##### 2. Features Users value the **continuous feature evolution** of Genesys Cloud CX, enhancing contact center operations and user satisfaction. [ See 103 mentions ](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1072021&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 4.5/5 "Trade In Genesys Cloud as omnichannel solution" What do you like about Genesys Cloud CX? I like how Genesys Cloud CX has been leaning into more practical, agent‑friendly improvements lately. The standout for me is the newer AI‑powered auto GB Giulia B. Mid-Market (51-1000 emp.) 5.0/5 "Flexible, Robust Cloud-Native Platform with Powerful APIs and Analytics" What do you like about Genesys Cloud CX? What I like most about Genesys Cloud CX is its flexibility and robustness as a truly cloud-native, API-first platform. It offers strong omnichannel ca ##### 3. Reliability Users value the **reliability** of Genesys Cloud CX, praising its accessibility and support for business continuity. [ See 76 mentions ](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1070450&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 4.5/5 "Trade In Genesys Cloud as omnichannel solution" What do you like about Genesys Cloud CX? I like how Genesys Cloud CX has been leaning into more practical, agent‑friendly improvements lately. The standout for me is the newer AI‑powered auto ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") G Verified User Small-Business (50 or fewer emp.) 4.5/5 "Extremely Reliable and Efficient: Genesys Cloud CX Delivers!" What do you like about Genesys Cloud CX? Genesys Cloud CX is extremely reliable and really efficient when using ##### 4. Efficiency Users value the **efficiency** of Genesys Cloud CX, enhancing agility and simplifying contact center operations across multiple channels. [ See 72 mentions ](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1063851&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 4.5/5 "Trade In Genesys Cloud as omnichannel solution" What do you like about Genesys Cloud CX? I like how Genesys Cloud CX has been leaning into more practical, agent‑friendly improvements lately. The standout for me is the newer AI‑powered auto GB Giulia B. Mid-Market (51-1000 emp.) 5.0/5 "Flexible, Robust Cloud-Native Platform with Powerful APIs and Analytics" What do you like about Genesys Cloud CX? What I like most about Genesys Cloud CX is its flexibility and robustness as a truly cloud-native, API-first platform. It offers strong omnichannel ca ##### 5. Intuitive Users appreciate the **intuitive interface** of Genesys Cloud CX, enhancing management of customer interactions and workforce performance. [ See 62 mentions ](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1065185&qs=pros-and-cons#reviews) See Related User Reviews AS Andrew S. Enterprise (\> 1000 emp.) 5.0/5 "High Customizability, Easy Setup, But Needs Shared Line Appearance" What do you like about Genesys Cloud CX? I like the customization in Genesys Cloud CX. It's really helpful for our unique routing needs. Our organization has very specific call flows and rout ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 4.5/5 "Trade In Genesys Cloud as omnichannel solution" What do you like about Genesys Cloud CX? I like how Genesys Cloud CX has been leaning into more practical, agent‑friendly improvements lately. The standout for me is the newer AI‑powered auto ### 5 Cons or Disadvantages of Genesys Cloud CX ##### 1. Limited Features Users note the **limited features** of Genesys Cloud CX, particularly in voice translation and tool availability. [ See 58 mentions ](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1063895&qs=pros-and-cons#reviews) See Related User Reviews AS Andrew S. Enterprise (\> 1000 emp.) 5.0/5 "High Customizability, Easy Setup, But Needs Shared Line Appearance" What do you dislike about Genesys Cloud CX? Shared Line Appearance isn't available. We have a huge need for that feature. It impacts all of our secretarial staff as they pick up calls for multip WK waleed k. Enterprise (\> 1000 emp.) 4.5/5 "Excellent Architecture and Integration" What do you dislike about Genesys Cloud CX? profile management action have very few permission ##### 2. Missing Features Users note the **missing features** in Genesys Cloud CX, including limited dashboard customization and complex reporting options. [ See 55 mentions ](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1062301&qs=pros-and-cons#reviews) See Related User Reviews AS Andrew S. Enterprise (\> 1000 emp.) 5.0/5 "High Customizability, Easy Setup, But Needs Shared Line Appearance" What do you dislike about Genesys Cloud CX? Shared Line Appearance isn't available. We have a huge need for that feature. It impacts all of our secretarial staff as they pick up calls for multip ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Enterprise (\> 1000 emp.) 4.0/5 "Cloud-Based Convenience with No Installation Needed" What do you dislike about Genesys Cloud CX? What I dislike is that there is no sort in the analytics workspace where you can see the highest to lowest etc. ##### 3. Complexity Users find the **complexity of the interface** challenging, especially for newcomers navigating multiple features and settings. [ See 42 mentions ](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1073040&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 4.5/5 "Trade In Genesys Cloud as omnichannel solution" What do you dislike about Genesys Cloud CX? Genesys Cloud CX is strong, but a few areas could still be enhanced: Where it could review and research Reporting depth — some dashboards still f ![atul a.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "atul a.") AA atul a. Small-Business (50 or fewer emp.) 5.0/5 "All-in-One Platform with Real-Time Efficiency" What do you dislike about Genesys Cloud CX? Some reporting and dashboard customizations can be complex and take time to set up, like not being able to change the widget size in the dashboard. I' ##### 4. Inadequate Reporting Users find the **inadequate reporting** capabilities of Genesys Cloud CX frustrating, requiring extra effort for basic insights. [ See 38 mentions ](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1063944&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Enterprise (\> 1000 emp.) 4.0/5 "Cloud-Based Convenience with No Installation Needed" What do you dislike about Genesys Cloud CX? What I dislike is that there is no sort in the analytics workspace where you can see the highest to lowest etc. ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 4.5/5 "Trade In Genesys Cloud as omnichannel solution" What do you dislike about Genesys Cloud CX? Genesys Cloud CX is strong, but a few areas could still be enhanced: Where it could review and research Reporting depth — some dashboards still f ##### 5. Learning Curve Users find the **learning curve steep** with Genesys Cloud CX, as the interface and features can be confusing initially. [ See 37 mentions ](https://www.g2.com/products/genesys-cloud-cx/reviews?filters%5Bsentiment_snippet%5D=1071452&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 4.5/5 "Trade In Genesys Cloud as omnichannel solution" What do you dislike about Genesys Cloud CX? Genesys Cloud CX is strong, but a few areas could still be enhanced: Where it could review and research Reporting depth — some dashboards still f ![atul a.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "atul a.") AA atul a. Small-Business (50 or fewer emp.) 5.0/5 "All-in-One Platform with Real-Time Efficiency" What do you dislike about Genesys Cloud CX? Some reporting and dashboard customizations can be complex and take time to set up, like not being able to change the widget size in the dashboard. I' ![Verified User in Banking](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Banking") IB Verified User in Banking Enterprise (\> 1000 emp.) 5/23/2026 "Reliable cloud contact centre platform with strong auto dialer and routing capabilities." 4/5 What do you like best about Genesys Cloud CX? I like it's auto dialer, intelligent routing, cloud scalability and easy management of contact centre operations from SINGLE platform. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? Some of its workflow configurations are little complicated and time taking, also cost becomes high with additional feature add ons. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? It help us manage customer communication and outbound calling operations in a centralized way efficiently. Also the platform help us automate the high call volumes, agent allocation, outbound campaign etc through intelligent call routing, IVR and auto dialer capabilities. With the help of these automation we have seen significant improvements in agents productivity, faster customer response, centralised visibility and better customer experience. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") II Verified User in Information Technology and Services Mid-Market (51-1000 emp.) 3/16/2026 "Awesome PC and Mobile Access for Easy Login Tracking" 5/5 What do you like best about Genesys Cloud CX? We can access it though PC and mobile that's really awesome so then we can track the login through home easily if the PC is not there. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? About Genesys it is frequently disconnecting in mobile phones if it gets fixed that would be amazing, even though I have send the suggestion on the support email but never received any communication. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? Genesys is one of the major application for our business which we use to take the call and the analytics system and setting are very easy so we can track the SL and login adherence. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic AS Adith S. Lead Software Engineer Small-Business (50 or fewer emp.) 10/24/2025 Guest users or non-business users of the software, not included in G2 scores. "My experience integrating Genesys inside helpdesk tools & setting up workflows" 5/5 What do you like best about Genesys Cloud CX? Genesys is one of the most popular and reliable Contact Center solution in the Market. I have worked on Workflow creations using API's for a client project. I have used Genesys couple of times to do POC & see how better it is when compared to other telephony providers. Integration of Genesys inside a CRM or ITSM tool is quite easy. Its easy even for new Customer Support Agents or developers to start with. Customer support is quite fine, but as we get into higher plans I hope there will be prompt resolutions. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? To be honest my usage of Genesys is quite less compared to other top telephony providers. I think Implementation is quite hard when compared to Amazon Connect. It was quite hard initially. My frequency of usage is quite less to be honest. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? My first opinion about Genesys is that it has pre built Integrations with CRM's that helps CS agents to focus on their work easily within a single page, Thanks to its mature Integration & embedding capabilities. As a developer I have learnt couple of new protocols during my integration with Helpdesks. I have heard about the AI features, but i hav Review collected by and hosted on G2.com. Show More 11/21/2025 Validated ReviewerIncentivizedSource: G2 invite ![Hans L.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Hans L.") HL Hans L. 11/19/2025 "Enhances Data Visibility, Simple Setup" 4/5 What do you like best about Genesys Cloud CX? I truly appreciate how Genesys Cloud CX enhances data visibility, which is crucial for our operations. The reporting capabilities are robust, providing comprehensive insights and functionality that allow for more informed decision-making. I also love how the platform integrates with our payroll system, ensuring that our data is always connected and up to date. The ease and simplicity of the initial setup were surprising, making the transition to Genesys Cloud CX seamless and efficient for our team. Overall, Genesys Cloud CX addresses our need for a reliable contact center and workforce management solution with its comprehensive features. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? I dislike that Genesys Cloud CX doesn't seamlessly connect with some of our existing systems, requiring manual updates to keep people's data current. This lack of integration complicates workflow and data management. Additionally, automation could be improved, possibly to enhance system connectivity and reduce manual effort. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? I use Genesys Cloud CX for enhancing data visibility and reporting capabilities, keeping payroll data connected and updated for better workforce management. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Nataporn C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nataporn C.") NC Nataporn C. IT Support Information Technology and Services Mid-Market (51-1000 emp.) 1/23/2026 "Highly Scalable, AI-Driven Omnichannel Platform with Powerful Low-Code Workflows" 4/5 What do you like best about Genesys Cloud CX? It is a highly scalable, AI-driven platform that excels at Omnichannel communication. It empowers agents with real-time AI assistance and allows businesses to build complex workflows easily through its low-code Architect tool. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? While it is a Gold Standard platform, users often dislike its high price point, the complexity of its backend configuration, and its high demand on computer resources, which can lead to performance lag for agents. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? Genesys Cloud CX solves the problem of fragmented communication by unifying all digital and voice channels into a single journey. It benefits users by reducing agent effort through AI-powered automation (like Agent Copilot) and increasing customer loyalty by delivering personalized, real-time responses that ensure customers never have to repeat themselves. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconValidated ReviewerSource: G2 invite SS Sudeep S. Senior Manager Enterprise (\> 1000 emp.) 5/15/2026 Guest users or non-business users of the software, not included in G2 scores. "Robust AC/DC Solution with Advanced AI Capabilities" 5/5 What do you like best about Genesys Cloud CX? Robust AC/DC solution with advance AI capabilities Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? I don’t have anything which is not liked. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? Customer Journey with complete AI journey with complex customization Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Nitin Y.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nitin Y.") NY Nitin Y. Senior Functional Consultant Small-Business (50 or fewer emp.) 1/16/2026 Guest users or non-business users of the software, not included in G2 scores. "All-in-One Genesys Cloud CX with Seamless Omnichannel and AI Insights" 4.5/5 What do you like best about Genesys Cloud CX? I like best about Genesys Cloud CX is its all-in-one, cloud-native platform that seamlessly integrates voice, digital channels, and workforce engagement in a single interface. Its real-time analytics and AI-driven insights make it easy to optimize customer experience and agent performance. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? I dislike about Genesys Cloud CX is that its initial setup and configuration can be complex, especially for new users. Additionally, advanced features can be costly, which may be a challenge for smaller organizations. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? Genesys Cloud CX solves the problem of fragmented customer communication by unifying voice, digital channels, routing, and workforce management on a single cloud platform. This benefits me by simplifying operations, improving customer experience, and enabling faster, data-driven decisions through real-time insights and AI. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ES Ewerson S. Enterprise (\> 1000 emp.) 3/3/2026 "Intuitive Flows and Advanced Analytics in Genesys Cloud CX" 5/5 What do you like best about Genesys Cloud CX? I really like the flow section in Genesys Cloud CX, which allows us to design flows and customize the IVR to our liking. I also find the reporting and analytics section very useful, as it makes it easy to extract data to transform into charts directly through the platform. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? the documentation part is a bit confusing Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? Genesys Cloud CX solves the problem of having a centralized platform to collect service data and design flows and scripts that allow for more humanized service. It facilitates the extraction and analysis of data to create charts directly on the platform. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: OrganicAI Translated ![Verified User in Construction](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Construction") AC Verified User in Construction Enterprise (\> 1000 emp.) 7/16/2026 "Straightforward, Easy-to-Navigate User Interface" 4.5/5 What do you like best about Genesys Cloud CX? I like user interface, it is straightforward to navigate Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? Initial set-up and getting used to use the platform is not very straightforward Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? Telephony, user assignment, statistics, troubleshooting Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic GT Gulrez T. Administrator Mid-Market (51-1000 emp.) 8/21/2025 "Easy and simple way to handle calls for customers" 5/5 What do you like best about Genesys Cloud CX? It has a very simple interface which includes voicemails, chats, emails and social channels all in one place. Easier to manage calls and have all data. We can conference calls, can do bridge callings, integrate with other applications to make calls to clients. It connects smoothly with CRM tools and other systems. It is very easy to track performance and customer interactions. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? Since I have used this as admin, so some configurations while setting up the account can be tricky. It has some bugs like call dropping randomly at any time or sometimes the apps crashes in the middle of the call. It could be expensive for smaller organizations and also some features take time to understand and it is very vast. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? It has fixed the problem of managing customer communication channel like calls, chats and emails. This app has made call to respond easily and effectively by a single click. It is very beneficial who are in customer call department or helpdesk department for taking calls and helping their clients. We can call across the world within seconds and makes the communication very easy. It tracks the individual agent performances and interactions. The real-time analytics improvers the service quality of the organization and enhances the productivity and being cloud based makes it work effortlessly by making customer support faster, more efficient and organized. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ## Top-Rated Alternatives [ ![Five9 Intelligent Cloud Contact Center Platform](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Five9 Intelligent Cloud Contact Center Platform") Five9 Intelligent Cloud Contact Center Platform 4.1/5(625) ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) [ ![Talkdesk](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Talkdesk") Talkdesk 4.4/5(2,568) ](https://www.g2.com/products/talkdesk/reviews) [ ![NICE CXone](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "NICE CXone") NICE CXone 4.3/5(1,730) ](https://www.g2.com/products/nice-cxone/reviews) [ View All Alternatives ](https://www.g2.com/products/genesys-cloud-cx/competitors/alternatives) ##### Categories on G2 [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations)[Outbound Call Tracking](https://www.g2.com/categories/outbound-call-tracking)[Live Chat](https://www.g2.com/categories/live-chat) [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations)[Outbound Call Tracking](https://www.g2.com/categories/outbound-call-tracking)[Live Chat](https://www.g2.com/categories/live-chat)[UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms)[AI Customer Support Agents](https://www.g2.com/categories/ai-customer-support-agents)[Conversational Marketing](https://www.g2.com/categories/conversational-marketing)[Chatbots](https://www.g2.com/categories/chatbots)[Social Customer Service](https://www.g2.com/categories/social-customer-service)[VoIP Providers](https://www.g2.com/categories/voip-providers)[Auto Dialer](https://www.g2.com/categories/auto-dialer)[Contact Center](https://www.g2.com/categories/contact-center)[Customer Service Automation](https://www.g2.com/categories/customer-service-automation)[Call Center Infrastructure (CCI)](https://www.g2.com/categories/call-center-infrastructure-cci)[Contact Center Quality Assurance](https://www.g2.com/categories/contact-center-quality-assurance)[AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants)[Contact Center Workforce](https://www.g2.com/categories/contact-center-workforce)[Proactive Notification](https://www.g2.com/categories/proactive-notification)[Speech Analytics](https://www.g2.com/categories/speech-analytics)[Co-Browsing](https://www.g2.com/categories/co-browsing)[Genesys AppFoundry Marketplace](https://www.g2.com/categories/genesys-appfoundry-marketplace) [Show MoreShow Less](javascript:void(0);) ##### Explore More [Expert-recommended MDR software for my company](https://www.g2.com/discussions/expert-recommended-mdr-software-for-my-company)[What are the best tools for combining event marketing with content marketing?](https://www.g2.com/discussions/what-are-the-best-tools-for-combining-event-marketing-with-content-marketing)[What platform integrates visual collaboration with project management systems?](https://www.g2.com/discussions/what-platform-integrates-visual-collaboration-with-project-management-features) [What live commerce tools integrate with existing ecommerce platforms like Shopify or BigCommerce so product feeds and order data sync automatically without custom development?](https://www.g2.com/discussions/what-live-commerce-tools-integrate-with-existing-ecommerce-platforms-like-shopify-or-bigcommerce-so-product-feeds-and-order-data-sync-automatically-without-custom-development)[Which client side protection vendor has the strongest platform for stopping malicious scripts in browsers before they can capture payment or session data?](https://www.g2.com/discussions/which-client-side-protection-vendor-has-the-strongest-platform-for-stopping-malicious-scripts-in-browsers-before-they-can-capture-payment-or-session-data)[Pros and Cons Details](https://www.g2.com/products/genesys-cloud-cx/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)