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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Robust AC/DC solution with advance AI capabilities Review collected by and hosted on G2.com.

I don’t have anything which is not liked. Review collected by and hosted on G2.com.

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.

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.

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.

the documentation part is a bit confusing Review collected by and hosted on G2.com.

I like user interface, it is straightforward to navigate Review collected by and hosted on G2.com.

Initial set-up and getting used to use the platform is not very straightforward Review collected by and hosted on G2.com.

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.

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.