I like the intuitive user interface of Genesys Cloud CX because I can do almost anything with it. The system offers a good balance of simplicity and depth. I am particularly impressed by the architect, with whom I can create and understand extensive IVR flows. Good reporting is also available, and the chatbots are also well usable. The documentation and training material are very helpful and well documented, which is very beneficial for my work. Additionally, I appreciate the support from AI, which frees my agents from simple, repetitive tasks and allows them to focus on more valuable work. Review collected by and hosted on G2.com.

Sometimes it is a bit confusing that several settings have to be made in different places, such as when activating transcription, which can cause confusion. The system is simple, but despite good documentation, it could be more intuitive by having functions activated in only one place. The API connection to proprietary software could also be made more user-friendly. It is possible, but it requires a developer to delve deeper into the subject. Finally, the interface to Salesforce could also be improved and made more intuitive. Review collected by and hosted on G2.com.