--- 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: '2026-08-11' 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' CP Crina P. Sr. Manager, Global Quality & Standards Enterprise (\> 1000 emp.) 5/6/2026 "The most comprehensive ACD Platform, with Gamification & Performance Management capabilities." 4.5/5 What do you like best about Genesys Cloud CX? Best ACD, switched to this one from NICE. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? Should not attempt to become a Speech Analytics competitor. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? It is our dedicated ACD Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite KL Kacper L. Senior Customer Service Specialist Enterprise (\> 1000 emp.) 4/14/2026 "Wide Variety of Communication Options I Really Enjoy" 4.5/5 What do you like best about Genesys Cloud CX? I really like high variable of comunication options. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? UI is a bit complicated, also sometimes i cannot reopen some mails Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? its solving problem of comunicate with clients, by mail or voice channels Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Michael P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Michael P.") MP Michael P. Principal Software Engineer Mid-Market (51-1000 emp.) 1/15/2026 "Reliable Features, Needs Better Documentation" 3.5/5 What do you like best about Genesys Cloud CX? I find the Genesys Cloud CX dashboard fairly easy to use. I appreciate that the call and chat features are reliable and configurable. I also like that you can configure the chat welcome message and theming, which adds a nice touch to the user interface. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? The ease of integration could be improved. Migrating from an older version of Genesys' chat software to the Cloud CX platform was cumbersome and the documentation was poor for some platforms. The initial setup was a bit complex due to the lack of good documentation. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? Genesys Cloud CX lets me manage our call center and support chat in one interface and use a digital assistant for common queries. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Muhammad K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Muhammad K.") MK Muhammad K. SAQ & IT Support Engineer 1/17/2026 "Powerful Communication Tool with Easy Setup" 5/5 What do you like best about Genesys Cloud CX? I find Genesys Cloud CX to be a powerful cloud-based platform that helps manage customer interactions across voice, chat, email, and messaging channels all from one place. I like its call recording service and find the conference call feature effective. The initial setup was too easy, and I mostly use Genesys Cloud CX and find it the best for my needs. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? I don't think it has any problem but slow customer support. Call mute service. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? Genesys Cloud CX manages customer interactions across voice, chat, email, and messaging from one place, improving customer interaction by connecting them with call, chat, and email at the same time. However, it has slow customer support. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Ghazanfar F.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ghazanfar F.") GF Ghazanfar F. Sr. Process Associate Mid-Market (51-1000 emp.) 1/31/2026 "Comprehensive Analytics but Complex for Advanced Use" 4.5/5 What do you like best about Genesys Cloud CX? I like using Genesys Cloud CX for reporting and analytics because it provides full conversation details, like email history, in one view. I also enjoy its real-time dashboards and historical analytics, as they are quite useful. It effectively tracks important metrics like KPI, AHT, CSAT, FCR, and queue performance. Additionally, it reduces manual switches and context switches, which is a bonus. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? It has a steep learning curve, which can be difficult for complex or advanced cases. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? Genesys Cloud CX provides full conversation details, reducing manual and context switches. It offers real-time dashboards, historical analytics, and tracks KPIs, AHT, CSAT, FCR, and queue performance. 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 ![Sheena A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sheena A.") SA Sheena A. 1/17/2026 "Enhances Multitasking, Easy Setup" 4.5/5 What do you like best about Genesys Cloud CX? I really like the multitasking capabilities of Genesys Cloud CX, allowing me to handle all interactions across various platforms. I enjoy the feature that lets me pull up my interactions, which gives me options to re-listen or review my mistakes and correct them. The initial setup was easy and user-friendly for our team. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? I think it will be the updates sometimes when it updates you have to reload and it's hard when you're taking interactions. 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 to handle emails, calls, chat, and social media, which makes us more productive and allows multitasking. I love being able to review interactions to correct mistakes. Review collected by and hosted on G2.com. Show More 1/24/2026 Validated ReviewerIncentivizedSource: G2 invite ![Stacey S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Stacey S.") SS Stacey S. MRT Workforce Operations Manager Mid-Market (51-1000 emp.) 3/3/2026 "Awesome Call Center Upgrade with Endless Add-Ons, Reporting, and Metrics" 5/5 What do you like best about Genesys Cloud CX? Genesys Cloud CX has been an awesome addition to our call center. The range of available add-ons, along with the reporting and metrics, feels endless and gives us plenty of options to work with. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? The Genesys Cloud CX platform has limited reporting timeframes, and it’s still being customized to fit everyone’s needs. When something isn’t available, the team is open to suggestions and often makes improvements based on that feedback. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? Average handle time and service level have improved significantly since our conversion to Genesys Cloud. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") CI Verified User in Information Technology and Services Enterprise (\> 1000 emp.) 1/6/2026 "Reliable System That Brings Everything Together" 5/5 What do you like best about Genesys Cloud CX? Everything is in one place, so you can handle calls, chats, emails, and messages from one system instead of jumping around. It works in the cloud , so no big servers to manage. It updates on its own and is ready to use anywhere. The screens are simple, clean, and not confusing. What is most helpful about Genesys Cloud CX is that Supervisors can see what’s happening right now — calls waiting, agent status, customer issues. You can quickly check performance, customer wait times, and service quality. Calls and messages go to the right person without extra steps. Upsides of using Genesys Cloud CX is that you don’t need months of work to get started. It rarely goes down, and support is strong. It connects well with CRMs, ticket systems, and business apps. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? Genesys Cloud CX can feel a bit confusing at first because there are many menus and settings. It can also be slow to load when the internet connection isn’t strong, since everything runs in the cloud. Another thing users mention is that some features feel hidden or take extra clicks to find. Reporting is powerful, but it can take time to learn how to build the right views. And sometimes updates change where things are, so teams need to adjust again. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? Genesys Cloud CX helps bring all customer contacts into one place, so teams don’t have to switch between different tools all day. It makes it easier to answer calls, chats, and emails quickly, which helps reduce long wait times for customers. Supervisors can see what’s happening in real time, so problems get fixed faster and staff can be supported better. It also helps track performance, making it easier to spot issues like long queues or missed messages. Overall, it helps the business work smoother, respond faster, and give customers a better experience. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Verified User in Airlines/Aviation](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Airlines/Aviation") CA Verified User in Airlines/Aviation Enterprise (\> 1000 emp.) 2/2/2026 "Genesys Cloud CX review" 5/5 What do you like best about Genesys Cloud CX? Genesys is most helpful for delivering seamless, omnichannel customer experiences by combining AI-powered routing, automation, analytics, and workforce management, which improves efficiency, satisfaction, and scalability for businesses. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? The main downsides of Genesys are its high cost, complexity, steep learning curve, long implementation time, and occasional reliance on vendor support for advanced features. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? As a travel consultant, Genesys Cloud CX helps solve business problems by efficiently managing high volumes of customer interactions across channels, providing personalized service using client history, automating routine tasks like confirmations and updates, reducing errors through centralized dashboards, and scaling support during peak travel seasons. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite RO Rommy O. Especialista de Contact Center Enterprise (\> 1000 emp.) 8/5/2025 "Omnichannel platform in Cloud" 4.5/5 What do you like best about Genesys Cloud CX? Having a Cloud platform with functionalities for digital and voice channels in the same suite, as well as Speech and shift scheduler, facilitates management for both administrators and supervisors. At the deployment level, it is very quick to implement the functionalities, and the stability offered by the product provides a lot of peace of mind as a customer. Review collected by and hosted on G2.com. What do you dislike about Genesys Cloud CX? When you manage Contact Centers with a large number of agents and types of interactions, it is complicated to monitor activity in real-time since the views do not allow filtering by some fields and cannot be sorted by any field in the view. In case of an incident, the support is in English, and although in our case it is not a problem, it may be a difficulty for other companies. Review collected by and hosted on G2.com. What problems is Genesys Cloud CX solving and how is that benefiting you? Having a single platform for all channels makes it very easy to manage and monitor the activity of the Contact Center as well as the service levels and the quality of customer service we offer. Review collected by and hosted on G2.com. 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