Best ACD, switched to this one from NICE. Review collected by and hosted on G2.com.

Should not attempt to become a Speech Analytics competitor. Review collected by and hosted on G2.com.

I really like high variable of comunication options. Review collected by and hosted on G2.com.

UI is a bit complicated, also sometimes i cannot reopen some mails Review collected by and hosted on G2.com.

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.

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.

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.

I don't think it has any problem but slow customer support. Call mute service. Review collected by and hosted on G2.com.

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.

It has a steep learning curve, which can be difficult for complex or advanced cases. Review collected by and hosted on G2.com.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.