It is a handy platform to work and stay in contact with customers, and it is easy to use and very accessible; it has no faults and makes work more practical. It is an excellent work tool and easy to apply to our daily work activities. I like that it is very useful for everyone and that we can use it easily at any time we need it. Genesys helps to make communication with clients more accurate, functional and easy, contact with the client is now more accessible, and the way to use it is very easy.

All communication problems have been resolved and now everything is more fluid and accurate.

The customer support is amazing and very helpful when I need it, I use genesys daily and i love to work with the program! it's so easy to use and the communication w/ my clients and teams is ease of integration Review collected by and hosted on G2.com.

There is nothing that I dislike about the platform, and everything is excellent. I think everything is perfectly arranged in the application, and it is straightforward to use. It is a handy platform to work and stay in contact with customers, and it is easy to use and very accessible; it has no faults and makes work more practical. It is an excellent work tool and easy to apply to our daily work activities. I like that it is very useful for everyone and that we can use it easily at any time we need it. Review collected by and hosted on G2.com.

I like the ease of use of Genesys Cloud CX. The initial setup was very smooth, which is appreciated. The synchronization of data with customer data management software, like Salesforce, works well and is useful. I also appreciate the feature that allows summarizing outgoing and incoming calls with AI. Review collected by and hosted on G2.com.

Disconnections impact the automatic calculation of disconnection duration. It would be easier to manage with a tab that allows for accounting of disconnections. Review collected by and hosted on G2.com.

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 routes, and the ability to customize Genesys to work within those parameters has been invaluable. The initial setup was very easy, and our Genesys Partner was very helpful in identifying our needs and solutioning based on those needs. Review collected by and hosted on G2.com.

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 multiple people, and the inability to see the status of these people makes it challenging. Review collected by and hosted on G2.com.

I like that Genesys Cloud CX is quick, efficient, and easy to use. Handling multiple chats simultaneously is a big plus for me. I also appreciate its integration with Calabrio for results and metrics, which is great for tracking performance. The ability to link to SAP and access the full profile of each contact while on chat, mail, or call makes customer interactions smoother. It's straightforward and offers great connection, and I'm really happy with its speed and the good colors. The initial setup was very easy too. Review collected by and hosted on G2.com.

Sometimes connection gets lost or there's low-quality audio. I think better connection, maybe using cable Wi-Fi, would improve this. Review collected by and hosted on G2.com.

I do like the analytics section within the app because it lets me monitor my average call time, handle time, ACW, and hold. It just lets me look at all the different metrics. Being able to monitor those analytics allows me to tweak exactly which parts of the metrics I need to focus on to be within the KPI goals. Review collected by and hosted on G2.com.

There are instances where if my headset gets unplugged and I have to replug it back in, it takes an extremely long amount of time for the application to confirm that the headset has been reinstalled, which is necessary for making communication calls. Review collected by and hosted on G2.com.

Genesys Cloud CX offers a user-friendly, all-in-one platform that simplifies customer engagement across voice, chat, and email. Its real-time analytics and reporting provide valuable insights for improving service. The cloud-based setup makes it easy to scale and adapt quickly. Overall, it enhances both agent productivity and customer experience. Review collected by and hosted on G2.com.

Genesys Cloud CX can have a steep learning curve for new users, especially when configuring advanced features. Some customization options are limited without developer support. Occasional system updates may cause temporary disruptions. Integration with certain third-party tools can also be more complex than expected. Review collected by and hosted on G2.com.

Easy to use, intuitive, reliable, excellent support network, posibility of various integrations, AI capabilities Review collected by and hosted on G2.com.

The possibility of live monitoring for call flows (compared to Cisco) is important to me. Dashboard capabilities are not satisfying. Review collected by and hosted on G2.com.

What I like most about Genesys Cloud CX is how easy it makes everything feel in one place. You don’t have to jump between different tools—calls, chats, emails, and even social messages are all handled in a single platform, which just makes life simpler for agents. Review collected by and hosted on G2.com.

They need to strengthen the email channel, which is a long-standing channel that has been left behind. In Genesys Engage, it is much more powerful. Review collected by and hosted on G2.com.

Functionality and UX are the best things about Genesys Cloud. It’s easy to configure, and the documentation is always helpful when I need guidance. Review collected by and hosted on G2.com.

Sometimes I run into errors when I try to use newer features or adjust configurations. My guess is that most of these errors are related to rate limits. Review collected by and hosted on G2.com.

A robust platform where the contact center can find everything it needs, including reports, routing, media, and other essentials.

With this cloud-based tool, overall system stability feels increasingly reliable over time. Review collected by and hosted on G2.com.

Depending on the need, I don't like some of the native reports as they don't allow customization; however, with an add-on it's possible to bring in a third-party KPI tool. Review collected by and hosted on G2.com.