I like that Genesys Cloud CX is an all-in-one platform with real-time visibility that simplifies managing customer interactions and workforce performance. It makes it easy to monitor queues, track agent performance, and make quick decisions. The features like reporting, call recording, and its simple interface further improve daily operations and overall efficiency. Review collected by and hosted on G2.com.

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'd also like a sorting option in the Workteam section, even though there's a search option, sorting would be better. Additionally, improving the log report would be beneficial. 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.

I like that it puts everything in one place. I can handle phone calls, emails, and chats without switching between different apps. The interface is very clean and easy for our team to learn. Also, the call quality is very clear, and the system rarely crashes, which is very important for our daily work. Review collected by and hosted on G2.com.

The initial setup can be quite difficult and requires a lot of technical help. Sometimes, finding specific settings in the admin menu feels like a 'treasure hunt' because there are so many options. Also, the standard reports are a bit basic; if you want very detailed data, you often have to spend a lot of time customizing them. Review collected by and hosted on G2.com.

Genesys Cloud CX stands out for its scalability and truly cloud-native architecture, which makes it easy to deploy, maintain, and scale without heavy infrastructure overhead. The platform provides a unified interface for omni-channel communication, allowing seamless handling of voice, chat, email, and social interactions in one place, which significantly improves agent productivity. Review collected by and hosted on G2.com.

While Genesys Cloud CX is a powerful platform, there are a few areas that could be improved. The user interface, although functional, can feel complex at times, especially for new users, and it may take some time to get fully familiar with all features. Review collected by and hosted on G2.com.

I use Genesys Cloud CX to handle customer interactions and make support more efficient by routing calls, chats, and emails to the right people, ensuring quick and accurate responses. I find the reporting and analytics really useful for understanding team performance and customer satisfaction. The integrations with other tools make our workflows smoother. I like how it keeps everything in one place, making things easier for both customers and our team. The smooth routing and integrations save a lot of time and help provide consistent, high-quality service across all channels. I’d rate Genesys Cloud CX a 9 out of 10. It’s reliable, efficient, and makes managing customer interactions much easier. Review collected by and hosted on G2.com.

One thing I’ve noticed with Genesys Cloud CX is that the interface can feel a bit overwhelming at first, especially for new users. Switching between different channels or reports isn’t always super smooth, and some features take time to get used to. If navigation were a bit more intuitive and some of the advanced settings simpler, it would make using the platform a lot easier for everyone. Review collected by and hosted on G2.com.

Genesys Cloud CX offers strong reporting, both live and historical, along with extensive WEM and WFM capabilities. It also provides a very safe environment for launching AI Co-pilots and AI Agents. Review collected by and hosted on G2.com.

There isn’t anything in particular that I dislike. Overall, Genesys Cloud CX is a very user-friendly platform and easy to navigate. Review collected by and hosted on G2.com.

I enjoy the fact that Genesys Cloud CX translates calls with the option to translate within the script of our calls, which is very helpful for dealing with clients who speak different languages. I also enjoy the Details section, which is very handy and helpful because it aids in my data tracking for the information needed for professional use. The search bar feature is also useful for looking for certain words and phrases. Additionally, our Genesys system works well with our TLd and Atlantis CRM, and the data from Genesys is then used for with our AI Compliance system that was manually built. I feel proficient in the system after some exploration. Review collected by and hosted on G2.com.

I don't like the fact I cannot listen to and monitor calls in real time compared to Balto, which makes it possible. Genesys has a load time which is slower compared to the Balto system, which took some time getting used to. Review collected by and hosted on G2.com.

What I like most about Genesys Cloud CX is its cloud-based flexibility, consistently reliable call quality, and strong omnichannel support. It lets teams handle voice, chat, email, and social channels all within a single platform, which helps improve the customer experience while also boosting agent productivity. Review collected by and hosted on G2.com.

One challenge I’ve found with Genesys Cloud CX is that configuring all of its features can sometimes feel complex, especially for new users. I’ve also noticed that the reporting can be somewhat limited if you need very detailed or highly customized analytics. That said, overall it’s a strong platform. Review collected by and hosted on G2.com.

What I like best about Genesys Cloud CX is how it brings everything together in one place. It lets me manage voice, chat, email, and messaging channels from a unified platform, which saves time and reduces confusion. The real-time dashboards and reporting make it easy to see what’s happening and help me make decisions faster, and the flexible tools let me customise workflows to fit how my team works. Overall it feels like a modern, powerful solution for contact center communication that keeps improving with updates Review collected by and hosted on G2.com.

What I dislike about Genesys Cloud CX is that it can be complex and sometimes hard to use, especially when you’re new to it. The learning curve for advanced features and custom workflows can be steep, and navigating some parts of the interface isn’t always intuitive. A few times I’ve also noticed slower support response and occasional bugs or performance issues when switching between screens. Some reporting and customization features feel limited or harder to set up than they should be, especially if you rely on detailed analytics Review collected by and hosted on G2.com.

I like how Genesys Cloud CX makes it easy to connect from anywhere through a unique URL for the company, allowing users to easily connect whether from home or the office. I also appreciate the ease of use of the metric reports, as they can be customized and automatically sent to the desired employees. Additionally, it is very valuable to be able to view the history of chats or audios to evaluate how employees respond to users. The initial integration was very easy and did not take much time. Review collected by and hosted on G2.com.

Above all, the cost for each license is somewhat expensive and changes or improvements take a long time to install or deploy, like the two-factor authentication feature which can take more than two months to deploy. Review collected by and hosted on G2.com.