Genesys Cloud CX Reviews & Product Details

Genesys Cloud CX packs features that are simple to setup and use. We've always wanted to get outbound dialing working, it was a challenge on the old system because of software limitations. Within a short period of time we were able to get 192 people across 2 regions working on Genesys for inbound, outbound, dialer and SMS

It tightly integrates into Salesforce CRM, so every call made or received creates a task and the agent just needs to enter notes.

We've enjoyed 3 years of solid performance and excellent support from one of their partners Review collected by and hosted on G2.com.

There is not much to dislike about Genesys Cloud Review collected by and hosted on G2.com.

What I appreciate most about Genesys Cloud is its versatility and constant innovation. Having worked with the platform for six years now, I’ve seen continuous improvements, particularly in its AI-driven capabilities, such as Google Agent Assist and the newly introduced 'Guided Flows.' These features have streamlined workflows for agents and improved customer interactions by providing relevant information in real-time, reducing response times, and enhancing the overall customer experience.

The platform’s flexibility with omnichannel support—covering voice, email, SMS, and chatbots—makes it easy to manage all customer touchpoints seamlessly. I also like how customisable it is, from building IVRs and flows to implementing sophisticated automation. The integration options, particularly with cloud-based systems, make it a powerhouse for scaling operations without worrying about downtime or compatibility issues.

The regular updates from Genesys keep it cutting-edge, and the support from their team, combined with the strong user community, helps you quickly resolve any challenges. This forward-thinking approach makes it a leader in the contact centre space. Review collected by and hosted on G2.com.

While Genesys Cloud is a robust platform, there are a few areas where it could improve. One of the challenges I’ve faced is the complexity of the configuration and setup, particularly when building out more advanced flows or integrating new services like AI-driven tools. Although the platform offers a great deal of flexibility, this sometimes comes with a steep learning curve, especially for users who aren’t familiar with the backend processes or more technical features.

Another area for improvement is while the platform’s feature set is constantly evolving, the rollout of new features can sometimes feel rushed, lacking thorough documentation or requiring additional refinement after release. It would be beneficial if new features were paired with more detailed onboarding and examples to help users understand the best practices for implementation.

That said, the Genesys team is always responsive to feedback, and I’ve seen many of these issues addressed in subsequent updates, so I’m optimistic about ongoing improvements. Review collected by and hosted on G2.com.

In terms of functionality and useability for admins and users alike it's ahead of the competition. Integrations with other CRMs and systems as well as data analytics and reporting it's ahead of what the market is currently offering. Innovation and ease of use seems to go hand in hand with Genesys Cloud CX. The stup is also very easy and quick. The most plug and play version out there for sure. Review collected by and hosted on G2.com.

The market I'm located in is perhaps not always prioritzed especially when it comes to language support. It has gotten better but a lot of the time this market is last to receive language support for new features. We have customers all over the Nordics and they all would like to use new features as soon as they come but because of lack of language support a lot of the time we need to creatively find temporary solutions as a partner.

I would also wish the level of the support to be raised a bit. When contacting support I often get a wrong response to my issue or asked to check entry level troubleshooting that we have already done. Review collected by and hosted on G2.com.

Genesys Cloud CX experience has been very good. During the transition to the platform, we had doubts but later found that it met the typical demands of customer experience management by showing its innovation, reliability, and versatility. Implementation was seamless because learning the new platform was a breeze and very straightforward thanks to the awesome courses offered on Beyond Learning by Genesys. Any concerns, questions, and suggestions were openly assisted by their Customer Support team. Now we have to use the tool daily. What stood out for me was the seamless integration of multiple channels of communication from handling Voice, Email, Asynchronous messaging, and social media. A feature-rich platform with continual improvements from its developers. It has the biggest potential to be an all-in-one place resource. Review collected by and hosted on G2.com.

Some areas still need to be further developed, such as the reporting and Workforce Engagement Management add-on. The interface looks clunky and not user-friendly. Review collected by and hosted on G2.com.

Genesys Provides all under one Roof. You will get all the required features in the contact center Environment.

1. Screen Recording

2. Voicemail

3. Work Force Management

4. Inbound and Outbound Campaigns

5. Forecasting

6. Reporting

7. Integrating third party application through voice foundry Review collected by and hosted on G2.com.

1. Genesys keep on changing their CDIR IP address, which we need to manually allow/allow in the firewall to communicate with the Genesys cloud

2. Audit viewer is not providing enough information to understand who made the changes and what the changes made, giving only 30 days of historical audit reports. This should be increased to more Review collected by and hosted on G2.com.

What I like most about Genesys cloud is that it's really easy to use and you can move anywhere you want because the agents can just log in to Genesys and work wherever they want on their cell phones on the laptop or any computer, so it's really easy to use. so that's the part where we like that we can move whatever we want, especially in situations like these that we have during the pandemic that forced us to move out off the buildings and work from home Review collected by and hosted on G2.com.

What we didn't like about the Genesys cloud is that some of the features that we had on Genesys engage weren't on Genesys cloud, so we had to adapt to the new platform. I think that some of those features would have been helpful to have Review collected by and hosted on G2.com.

I’ve been promoting Genesys Cloud CX to many of my clients because of its seamless omnichannel support and intuitive interface. It simplifies managing voice, chat, email, and social media, while real-time analytics provide actionable insights to enhance customer experience. The platform’s scalability and smooth integration with CRMs make it ideal for growing businesses. Highly recommend for efficient CX operations!

Again, to name a few features I love;

• Seamless omnichannel support (voice, chat, email, social media) in one platform.

• Intuitive user interface that’s easy to navigate for both new and experienced agents.

• Real-time analytics and reporting that provide valuable insights for optimizing customer experience.

• Scalability, which makes it suitable for businesses of any size.

• Smooth integration with third-party tools and CRMs, streamlining workflows. Review collected by and hosted on G2.com.

• Occasional hiccups with system updates that can cause minor disruptions.

• Some advanced customization features could be more user-friendly for non-technical users.

• Initial setup and learning curve for new users like myslef may take time. Review collected by and hosted on G2.com.

We completed a year-long RFP process comparing multiple vendors. We found the Genesys account team to be the most ethical and honest, often scoring themselves lower or marking features as not available, even when they had them. In contrast, other vendors typically scored themselves higher or took credit for features that you could build yourself using an API but did not inherently have.

The other four reasons include their API-first approach, which we found to be the most developer-friendly with the most customizable features. Review collected by and hosted on G2.com.

The reporting package in Genesys is very lacking by default. It wasn't until we were far into the project that we learned about A3S. This should be the default reporting package, not an add-on solution. A3S has all the features you'd expect from the base reporting platform for a major enterprise-sized contact center platform. Review collected by and hosted on G2.com.

Our company has been using Genesys Cloud for around 7 years, our experience has been positive. Some of the main featurs that stand out for us are,

The Ease of Use, Genesys is with its user-friendly interface allows ours agents to naviagte with ease, from running reports, to transfering to agents, ACD queues.

Genesys also have weekly releases, with features that allow us to use their built in features as opposed to building our one custom intergrations. We currntly do have a couple of custom intergrations due to our business requirments.

Integrations with third party vendors is a stand out, we currently use Twilio SMS functions with Genesys cloud, this was a very easy deployemnt that allowed us to utlise more of the digital chanels.

We also seamlessly integrated it with our Salesforce orgs and other third-party applications such as AWS (event bridge, cloud watch, s3 and lambda) .

Overall, Genesys Cloud has proven to be an excellent choice for our contact center. Review collected by and hosted on G2.com.

While the current built in reporting capabilities are robust, there is room for improvement in terms of customization and ease of use. Review collected by and hosted on G2.com.

We currently only do inbound phones sales. With Genesys, we are going to move towards omni channel with a huge focus on AI. Review collected by and hosted on G2.com.

We have over 10k DID's and there is no bulk load option for this. Review collected by and hosted on G2.com.