Genesys Cloud CX Reviews & Product Details

What I appreciate most about Genesys Cloud CX is how seamlessly everything comes together in one platform. Having voice, chat, email, and messaging integrated into a single interface really simplifies things for agents and eliminates the hassle of switching between different systems.

The platform is also truly flexible and built for the cloud, so making changes or updates never feels overwhelming, and it adapts easily as requirements evolve. Additionally, the automation and routing capabilities ensure customers are directed to the right place more quickly, which enhances the experience for both customers and staff.

All in all, it gives the impression of a modern solution thoughtfully designed for the realities of contact centre operations. Review collected by and hosted on G2.com.

One aspect I find challenging about Genesys Cloud CX is that, due to its extensive range of features, there is a noticeable learning curve when first starting out. It often takes some time for both new users and administrators to become comfortable navigating all the available options and settings.

At times, the various menus and settings can feel a bit overwhelming, particularly when you just want to make a quick adjustment but aren’t sure where to locate the appropriate control.

Furthermore, although the platform is undeniably powerful, implementing certain advanced customisations or integrations may demand more technical expertise or assistance than anticipated. This can be less than ideal if you are hoping for a more hands-off experience. Review collected by and hosted on G2.com.

Genesys Cloud CX is highly regarded for its easy to use features, enabling agents to efficiently handle voice, chat, and email within a single interface. Users value the platform's scalability, dependable performance, and the regular introduction of innovative features, particularly in the areas of AI and analytics. Review collected by and hosted on G2.com.

Some common drawbacks are the high and frequently complicated cost structure, particularly when it comes to advanced features that demand costly add-ons. Additionally, users sometimes mention a steep learning curve for administrators, as well as mixed experiences with the quality of vendor support. There are also occasional complaints about the reporting functionality not meeting expectations. Review collected by and hosted on G2.com.

Having multiple channels in one location such as sms, socials, chat and voice all under one location makes it extremely helpful in a contact centre environment. Analytics are very good, with customisable dashboards. I find it very useful for staff quality checks , and its a great coaching tool. Review collected by and hosted on G2.com.

There are a few small bugs, sometimes it will freeze when navigating quickly between multiple dashboards. It can take some time to really get to grips with navigation when training newer staff in the system. Review collected by and hosted on G2.com.

What I like most about Genesys Cloud CX is its truly unified platform that brings all channels—voice, digital, and AI—into a single, intuitive environment. It offers powerful routing, real-time analytics, and native AI capabilities that make customer interactions more efficient and intelligent. The platform is highly scalable, easy to integrate through APIs, and its continuous rollout of new features allows organizations to innovate quickly without complex deployments. Review collected by and hosted on G2.com.

What I like least is that some advanced features—such as detailed storage management, certain AI capabilities, and specialized routing configurations—may require additional licenses or consumption-based costs. Additionally, while the platform is powerful, some configurations demand a deeper technical understanding, which can create a learning curve for new users or teams transitioning from legacy systems. Review collected by and hosted on G2.com.

Genesys Cloud CX is truly a powerhouse for call centers. The customizability stands out—it can be tailored to fit virtually any business need. For managers, the visibility is incredible: real-time QA tools, call monitoring, and detailed metrics make performance oversight seamless. Plus, the workforce management features help keep our call center efficient and balanced, ensuring the right staffing at the right time. Review collected by and hosted on G2.com.

While it’s a powerful platform, it can feel a little clunky at times. When I want to move at “mach speed” and make rapid changes, Genesys doesn’t always keep up. That’s probably more about my pace than the system itself, but it’s something I notice when I’m trying to work very quickly. 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.

One of the most impressive qualities of Genesys is the collaborative relationship it fosters among customers, partners, and its development team. The platform is in a state of continual evolution, regularly introducing new features and innovations that are shaped by genuine user feedback submitted through their idea portal. What stands out is Genesys’s focus on implementing practical solutions that address a range of customer needs at once. Despite already offering a comprehensive set of features, they consistently demonstrate a commitment to listening to both customers and partners, ensuring that feedback leads to meaningful improvements. This level of responsiveness is what keeps the platform at the forefront of the industry. Review collected by and hosted on G2.com.

The platform generally performs well, although some of the newer features may have a few bugs when they are first introduced—which is fairly common for any cloud platform that is continually evolving. Most features function smoothly right from the start, but I still recommend testing new capabilities in a non-production environment before deploying them live. My main suggestion concerns the documentation and training available for new features. While they do a good job overall, it would be even more helpful to have additional accessible resources, such as training modules in the resource center for updates like the new UI. These are relatively minor issues that don't impact the platform's overall reliability, but addressing them could make the rollout process even smoother. Review collected by and hosted on G2.com.

Flexibility in Orchestration: We’ve built custom call flows, wrap-up codes, and multilingual auto attendants that adapt seamlessly to our customers’ needs. The system is robust enough to manage six separate utility services while still allowing for personalization.

Real-Time Insights: Supervisors can track live service levels, adherence, and abandon rates in a way that drives immediate action. The ability to standardize reporting across channels has been invaluable.

Customer Satisfaction Integration: Launching CSAT surveys directly within Genesys provided measurable feedback that tied directly to agent performance and process changes.

Continuous Innovation: The platform consistently rolls out new features, keeping us ahead of industry trends without requiring costly add-ons. Review collected by and hosted on G2.com.

Learning Curve: The depth of customization means a steeper onboarding curve for new administrators. Without a dedicated orchestrator, it may feel overwhelming.

Email Module: While functional, email management can be less intuitive compared to telephony features and requires careful setup for routing rules.

Forecasting Sensitivity: Workforce forecasting is strong but still requires fine-tuning in environments with many overlapping service lines. 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.