--- title: Genesys Cloud CX Reviews meta_title: 'Genesys Cloud CX Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1554 reviews by the users' company size, role or industry to find out how Genesys Cloud CX works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 1554 scale: '5' date_modified: '2026-07-02' parent_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # Genesys Cloud CX Reviews **Vendor:** Genesys **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.4/5.0 **Total Reviews:** 1,554 ## About Genesys Cloud CX Genesys Cloud CX® is an AI-Powered Experience Orchestration solution that enables organizations to coordinate customer and employee interactions across every touchpoint. By connecting data, systems and workflows in real time, it helps businesses deliver more consistent, personalized experiences that improve loyalty, efficiency and overall business outcomes. The solution brings together AI; voice and digital engagement; intelligent routing and automation; workforce engagement management; and end-to-end journey orchestration in a single, unified cloud solution. Its open, flexible architecture allows organizations to integrate easily with existing systems, reducing complexity while creating a more connected experience across channels and enabling innovation without disruption. Organizations use Genesys Cloud CX to accelerate time to value through rapid deployment and easy-to-deploy capabilities, while reducing cost to serve with AI-driven automation. Real-time personalization and context-aware interactions help improve customer satisfaction, while native AI capabilities enhance agent productivity, streamline workflows and support faster, more informed decision-making. A unified data layer provides real-time insights and ensures seamless experiences across channels, eliminating silos and improving visibility across operations. Built-in AI governance supports secure, compliant and explainable adoption, which is especially important for regulated industries. Designed for enterprise scale, the platform delivers high availability, stability and security, with the scalability and flexibility to support global operations and evolving business needs while maintaining resilience. Genesys Cloud CX is widely used by organizations of all sizes to orchestrate personalized customer experiences at scale, improve efficiency, simplify the technology stack and drive measurable ROI. ## Genesys Cloud CX Pros & Cons **What users like:** - Users find the **ease of use** in Genesys Cloud CX enhances operational efficiency and supports seamless communication channels. (135 reviews) - Users value the **continuous innovation and feature-rich environment** of Genesys Cloud CX, enhancing multi-channel communication effectively. (98 reviews) - Users value the **reliability** of Genesys Cloud CX, ensuring seamless access and business continuity for projects. (76 reviews) - Users value the **efficiency of Genesys Cloud CX** , which streamlines operations and enhances agility in service delivery. (72 reviews) - Users find the **customization options** in Genesys Cloud CX invaluable for meeting their specific routing needs. (60 reviews) - Users value the **intuitive interface** of Genesys Cloud CX, enhancing ease of use and operational efficiency. (58 reviews) - Users praise the **excellent customer support** of Genesys Cloud CX, appreciating the assistance and resources available for smooth onboarding. (54 reviews) - Simple (52 reviews) - Flexibility (51 reviews) - Users value the **seamless integrations** of Genesys Cloud CX, enhancing their contact center capabilities efficiently. (51 reviews) **What users dislike:** - Users note **limited features** , requiring additional licenses and lacking specific functionalities, which complicates usage for smaller organizations. (55 reviews) - Users note the **missing features** in Genesys Cloud CX, requiring additional licenses and limiting functionality for certain needs. (53 reviews) - Users often find the **complexity** of Genesys Cloud CX challenging, particularly during initial setup and navigation. (42 reviews) - Users find the **inadequate reporting** in Genesys Cloud CX frustrating due to limitations and lack of customization options. (38 reviews) - Users find the **learning curve challenging** , particularly with complex features and an overwhelming interface for new users. (37 reviews) - Complex Processes (35 reviews) - Users experience **limited customization** options, making it challenging to tailor Genesys Cloud CX to their specific needs. (31 reviews) - Users find the **limited default capabilities** of Genesys Cloud CX frustrating, necessitating expensive external integrations. (31 reviews) - Poor Reporting (29 reviews) - Users find Genesys Cloud CX to be **expensive** to configure, requiring technical expertise for optimal setup. (26 reviews) ## Genesys Cloud CX Reviews ### 1. Why migrate to Genesys **Rating:** 5.0/5.0 stars **Reviewed by:** Gabriel G. | Especialista de Infraestrutura, Enterprise (> 1000 emp.) **Reviewed Date:** August 12, 2024 **What do you like best about Genesys Cloud CX?** ease of configuration, fully integrated and unified solution. **What do you dislike about Genesys Cloud CX?** Bureaucracies with integrators (Partner Services), Support for tests in Portuguese - Brazil, very long implementation time for ideas **What problems is Genesys Cloud CX solving and how is that benefiting you?** simplification of the infrastructure, time to implement new islands, and optimization of the environment. simplicity for the attendant and the number of possible integrations! ### 2. Feature Rich Platform Continues to Improve **Rating:** 5.0/5.0 stars **Reviewed by:** William T. | Enterprise (> 1000 emp.) **Reviewed Date:** April 09, 2024 **What do you like best about Genesys Cloud CX?** Genesys brings a lot to the table with robust customer supper, features, and accessibility. The platform is easy to use and straightforward with an incredibly useful help feature for base definitions. An administrator can walk into this program and see success with baseline knowledge. **What do you dislike about Genesys Cloud CX?** Due to Genesys Cloud being relatively modern, there isn't a ton of publicly available 3rd party documentation or training available. However, Genesys does have a large amount of their own and large program for in depth training. **What problems is Genesys Cloud CX solving and how is that benefiting you?** We have eliminted our on-site infrastructure and fully migrated to this cloud solution for all of our communication needs. This simplifies previously complex solutions and makes support straightfoward and painless. ### 3. Excited New user! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2024 **What do you like best about Genesys Cloud CX?** Delivering on an omni channel for us was part of the reasons we chose Genesys, ease of use, customer support, number of features and future road mapping of exciting things to come! **What do you dislike about Genesys Cloud CX?** The reporting and filters are and can be difficult if you dont know what your looking for. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Being able to have the multi channels for FB, Chat, Calls all coming in 1 platform has reallt helped deliver on our customers needs and expecatations and reduced our wait times. ### 4. Genesys has a world of potential **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2024 **What do you like best about Genesys Cloud CX?** Genesys is adaptable and those adaptations are driven by a community where developers are interacting with there customers. **What do you dislike about Genesys Cloud CX?** The instructions can be unclear or missing documentation. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys is providing reporting which helps us make business decisions. Above all other things, it is a call delviery system that them gives us the data we need. It is so much more than that, but in the end that is the most important feature of the product. ### 5. My experiences with Genesys Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** April U. | Information Technology Client Services Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 09, 2022 **What do you like best about Genesys Cloud CX?** Genesys provides detailed documentation making their cloud-based communication system easy to use and administrate. End users seem to adapt well to the ever-changing (enhancing) landscape. **What do you dislike about Genesys Cloud CX?** I have had some trouble with things like headset profiles being lost during business. I switched the headset brand and model, which helped, but it still occasionally occurs. **What problems is Genesys Cloud CX solving and how is that benefiting you?** We have been able to cut down our CSR talk time due to reporting metrics that were not seen before. We also shaved time off the average handle time by streamlining our IVR. ### 6. Genesys Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** June 02, 2024 **What do you like best about Genesys Cloud CX?** What I like best about Genesys Cloud CX is its ability to seamlessly integrate multiple communication channels, enhance efficiency through AI and automation, provide deep insights through advanced analytics, and offer a user-friendly, scalable, and reliable platform. These features collectively contribute to a superior customer experience and optimized contact center operations. **What do you dislike about Genesys Cloud CX?** While Genesys Cloud CX is a powerful and versatile contact center solution, its high cost, complex initial setup, steep learning curve, occasional performance issues, limited customization for smaller businesses, and integration challenges are areas where there is potential for improvement. These factors can affect the overall user experience and may require businesses to invest in additional resources and support to fully leverage the platform's capabilities. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Advanced Analytics and Reporting. The powerful reporting and analytics tools provide deep insights into customer interactions, agent performance, and overall contact center metrics. These insights are invaluable for making data-driven decisions, identifying areas for improvement, and optimizing operations. The ability to generate detailed, customizable reports helps in continuously enhancing the customer experience. ### 7. Genesys Cloud CX Most Recommended Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2024 **What do you like best about Genesys Cloud CX?** Ease of Integration, Ease of Use,Ease of Implementation, Customer Support and Number of Features **What do you dislike about Genesys Cloud CX?** As of now, I haven't encountered any specific dislikes about Genesys Cloud CX. My experience with the platform has been generally positive **What problems is Genesys Cloud CX solving and how is that benefiting you?** Bringing all communication channels into one place. This makes it easier for us to respond quickly and personally to our customers. Overall, it's making our customer interactions smoother and more effective. ### 8. The best CCaS **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Genesys Cloud CX?** Its easy to use and implementation is very quick. **What do you dislike about Genesys Cloud CX?** Some integrations lack of documentation. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Is solving an incresing cost with onpremises solutions and a security risk being that onpremises services need to be constantly updated ### 9. Very easy to use interface and lot of things are there in genesys cloud **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 02, 2024 **What do you like best about Genesys Cloud CX?** Everything nowadays is about AI and genesys cloud CX excel in that area. Also it provides good information on the customers. **What do you dislike about Genesys Cloud CX?** I do not particularly dislike about genesys cloud CX as of now. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It solves the barrier between the customer and the employee. It gives a very smooth and satisfying experience to all. As an employee who uses genesys cloud it benefits me by making every interaction easier and simpler for me and the customer ### 10. Diverse product **Rating:** 4.0/5.0 stars **Reviewed by:** Cintia Q. | Projects and Process Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** June 03, 2024 **What do you like best about Genesys Cloud CX?** There is a lot of information that you can utilize in your reports, and you can filter out what is necessary for each department, creating different views depending on your needs. **What do you dislike about Genesys Cloud CX?** The disconnect information is more complicated than it needs to be. **What problems is Genesys Cloud CX solving and how is that benefiting you?** By using Genesys Cloud, we were able to integrate 2 instances that were separated previously, and now we can transfer clients between them. ### 11. Genesys Cloud CX **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** March 06, 2024 **What do you like best about Genesys Cloud CX?** It provides extensive tools and services to integrate customer experience, workforce engagement management and relevant business operations.i.e. visibility into SLAs, current system status, availability metrics and a history of incident resolutions across every service and region. **What do you dislike about Genesys Cloud CX?** Reporting and Dashboard are limited. Would love if they can have more advanced and customized dashboard. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Out Cloud first approach . The product is an all in one cloud based solution that is constantly being upgraded, the development and community idea behind it is excellent. App foundry help us to on board additional API and tools which are really production and helpful.. Moreover, the ease of the system , user friendly interface and it is easy to navigate and understand the system. We are a technology driven company and are taking our systems to the next level with the Cloud platform in line with our Technology Roadmap. ### 12. Comprehensive Solution that excels in easy navigation! **Rating:** 5.0/5.0 stars **Reviewed by:** Japleen B. | Quality Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** July 31, 2024 **What do you like best about Genesys Cloud CX?** Genesys Cloud CX is a comprehensive solution that excels in ease of use, implemmentation, customer support, number of features , ease of inetegration with its frequency of use. It offers user friendly interface that simplifies navigation and overall experience. **What do you dislike about Genesys Cloud CX?** I do not have any dislikes about Gensys Cloud CX , However some limitations may be there in its accuracy. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Its solving my problem of easy navigation and user friendly interface. ### 13. Genesys Cloud CX AI Experience **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Alternative Medicine | Enterprise (> 1000 emp.) **Reviewed Date:** June 07, 2024 **What do you like best about Genesys Cloud CX?** It's one of the leading AI powewred platforms. Once you intiate the process you can coordinate most of your steps with your customers and employees. **What do you dislike about Genesys Cloud CX?** reporting while Genesys little reporting, we still need to rely on power customise for reporting in the business. Cost factor! **What problems is Genesys Cloud CX solving and how is that benefiting you?** Adherance reporting, Reporting issues, log term/sort term forecasting . ### 14. Asset for business operations **Rating:** 4.0/5.0 stars **Reviewed by:** Santosh S. | Senior Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2024 **What do you like best about Genesys Cloud CX?** Genesys Cloud CX is an invaluable tool for our company's voice process work. Its seamless calling capabilities have greatly enhanced our communication with clients and colleagues. The interface is user-friendly, making it easy for our team to navigate and utilize its features effectively. The call quality is consistently clear, ensuring that our conversations are productive and professional. Overall, Genesys Cloud CX has improved our efficiency and communication workflow, making it an easy. **What do you dislike about Genesys Cloud CX?** Need to be more Customizable, Employee can working get more efficiently. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Its seamless calling capabilities have greatly enhanced our communication with clients and colleagues. The interface is user-friendly, making it easy for our team to navigate and utilize its features effectively. ### 15. Genesys Cloud CX vs On-Premises **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** June 09, 2023 **What do you like best about Genesys Cloud CX?** Everything is available via API compared to the on-premise. Easy to develop custom solutions. Good development portal. Finally, real-time and historical reporting uses the same source data and business metrics. **What do you dislike about Genesys Cloud CX?** The Cloud CX is far behind the functionality of Genesys on-premises. It will take years to develop similar functionality for cloud. Some essential supervisor functions are available in AppFoundry, but with an additional price. No access to the logs **What problems is Genesys Cloud CX solving and how is that benefiting you?** Ready to go the call center solution with a lot of functions starting with agent desktop and ending with chat bots. ### 16. Use of CX for team management and service improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2024 **What do you like best about Genesys Cloud CX?** The use of features such as WFM, speech, and agent assist add a lot of value to the business. **What do you dislike about Genesys Cloud CX?** The reports could be more visual and customizable, I have difficulty visualizing the service notes, and there is an absence of reports from the IVR menu to understand usability. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Service scale, client need filter, automation of issues that do not require human service ### 17. Genesys cloud endless future **Rating:** 5.0/5.0 stars **Reviewed by:** javier r. | CC consultant, Enterprise (> 1000 emp.) **Reviewed Date:** August 14, 2024 **What do you like best about Genesys Cloud CX?** i'm a Genesys cloud account administrator and i work implementing and migrating companies from another Contact center softwares to Genesys cloud, I like to say that genesys is the most powerfull platform that i know **What do you dislike about Genesys Cloud CX?** Documentation is a bit of a kaos, Genesys has to work on that **What problems is Genesys Cloud CX solving and how is that benefiting you?** Escalability, easy of use ### 18. Genesys Cloud CX Honest Review **Rating:** 3.5/5.0 stars **Reviewed by:** Bishal S. | Accounts Receivable Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** April 30, 2024 **What do you like best about Genesys Cloud CX?** Genesys Cloud CX has a lot of pros and cons, but here will talk about pros. top player in cloud-based platforms and also it is powered by AI which is again an add-on. it also has an collaboration with salesforce giving it a upper hand. **What do you dislike about Genesys Cloud CX?** While using Genesys Cloud CX i've faced glitches and bugs, also I think a little more feature-rich platform it could be. Also, it may require significant customization to fit specific business needs. **What problems is Genesys Cloud CX solving and how is that benefiting you?** The best part of Genesys Cloud CX is that it is AI enabled, which eases the day to day activity a little more. ### 19. Rapid development but with poor technical support **Rating:** 4.5/5.0 stars **Reviewed by:** JUAN DE DIOS A. | Manager, Enterprise (> 1000 emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Genesys Cloud CX?** The ease of implementation, it is very quick to put into production and integrate with other platforms. **What do you dislike about Genesys Cloud CX?** Support is very neglected, more personalization is needed **What problems is Genesys Cloud CX solving and how is that benefiting you?** Technological consolidation and reduction of time to market ### 20. User friendly, well organized. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2024 **What do you like best about Genesys Cloud CX?** I like how easy it is to find all your tabs, call logs, history as well as the phone functions. **What do you dislike about Genesys Cloud CX?** Don't have a negative experience with this tool. **What problems is Genesys Cloud CX solving and how is that benefiting you?** I wouldn't be able to say what issues the company had with NiceXone prior to switching to Genesys but in my personal opinion Nice was very outdated ### 21. Don't delay your migration to Cloud Contact Center - Genesys is here! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2024 **What do you like best about Genesys Cloud CX?** easy to use, scalable and fast implementation, most of the modern capability for contact center is available and lots of integrations to choose from. **What do you dislike about Genesys Cloud CX?** we have small contact center to other countries and pricing is somehow making the most hardest thing will alwasy face. **What problems is Genesys Cloud CX solving and how is that benefiting you?** coming from an on-prem set up which have limited capabilities, switching to genesys cloud cx really open our borders on finding different ways on serving our customer, from self service capabilities, crm integrations and of course it lessen our maintenance cost. ### 22. A Happy and satisfied customer **Rating:** 3.5/5.0 stars **Reviewed by:** Amit S. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 16, 2024 **What do you like best about Genesys Cloud CX?** Its an user friendly interface. Also the best part is the consistent performance which helped us to improve the efficiency of our workforce. Moreover the customer support is always responsive and reachable.. **What do you dislike about Genesys Cloud CX?** As business grow with limited funds, it getting difficult to cope up to the cost for each individual features.. **What problems is Genesys Cloud CX solving and how is that benefiting you?** businesses often faces customer interaction problem leading to bad experience for the customer, it benefited me by consolidating all the communication line into one Also workforce productivity and analysis of the performance is always a difficult task yet cloud cx helped me to rely on this for better analysis and decision making. ### 23. Why Genesys Cloud CX matter **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 23, 2024 **What do you like best about Genesys Cloud CX?** Excellent innovation with revenue driven features which enabled best customer experience **What do you dislike about Genesys Cloud CX?** Cost management could be done better which can help customer to decide quickly on migration **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys Cloud CX is providing Omnichannel solution which help agent to interact with custgomer accross chanel using single platform ### 24. I will recommend **Rating:** 4.5/5.0 stars **Reviewed by:** yogesh l. | L3 support for Avaya, NICE, Genesys, Mid-Market (51-1000 emp.) **Reviewed Date:** September 25, 2024 **What do you like best about Genesys Cloud CX?** Integration and flexibility about any CRM **What do you dislike about Genesys Cloud CX?** Nothing to dislike about Genesys cloud CX **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys cloud CX for integration with customer CRM ### 25. Why Genesys Cloud CX is the best option **Rating:** 5.0/5.0 stars **Reviewed by:** Alexandru U. | Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 15, 2024 **What do you like best about Genesys Cloud CX?** Accessibility, implementation, Integration, ease of use, support **What do you dislike about Genesys Cloud CX?** Don't have an option to redirect to mobile phone **What problems is Genesys Cloud CX solving and how is that benefiting you?** Integration ### 26. Overall experience has been positive and we are excited for all the capabilities that Genesys has. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2024 **What do you like best about Genesys Cloud CX?** AI Tools WFM Tools Improved ways of managing CX **What do you dislike about Genesys Cloud CX?** Website could be more engaging Live feedback **What problems is Genesys Cloud CX solving and how is that benefiting you?** The big thing that we are prioritizing is the WFM tools to better plan for staffing and availability. The better we can know who is on the phones and when, the better we can drive the call volume to the agents. ### 27. omnichannel feature **Rating:** 3.5/5.0 stars **Reviewed by:** Francisco G. | Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2024 **What do you like best about Genesys Cloud CX?** The omnichannel feature of Genesys Cloud CX allows for seamless integration of communications across various channels, providing a consistent and smooth experience for customers. The ability to unify data and obtain detailed real-time analytics has improved our operational decision-making. It has elevated our ability to offer exceptional customer service, enhancing operational efficiency and providing valuable tools for strategic decision-making. **What do you dislike about Genesys Cloud CX?** Despite the promises of advanced functionality, our experience with Genesys Cloud CX has been mixed. The learning curve to fully utilize all the features of the platform has been steeper than expected, leading to certain challenges in implementation. Additionally, we have experienced occasional service interruptions, which have affected the continuity of our operations. Customization, although possible, has proven to be limited in some aspects, making it difficult to fully adapt to our specific needs. Technical support, while available, has been inconsistent in the quick resolution of technical issues. **What problems is Genesys Cloud CX solving and how is that benefiting you?** The omnichannel feature of Genesys Cloud CX allows for seamless integration of communications across various channels, providing a consistent and smooth experience for customers. The ability to unify data and obtain detailed real-time analytics has improved our operational decision-making. The scalability of the platform has been key to adapting to our changing needs, and the customization capability has allowed us to tailor it to the specific requirements of our business. Additionally, the technical support has been highly responsive and efficient. ### 28. Gran experiencia **Rating:** 5.0/5.0 stars **Reviewed by:** Gerardo H. | CSC Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Genesys Cloud CX?** Ease of implementation, adoption, and execution **What do you dislike about Genesys Cloud CX?** It lacks an AI to which I can ask to make functions more efficient. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Efficiency and omnichannel management ### 29. AI experience with Genesys **Rating:** 5.0/5.0 stars **Reviewed by:** WilliaM S. | Sales Performance Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** August 26, 2024 **What do you like best about Genesys Cloud CX?** The ability to live transcribe calls utilizing AI **What do you dislike about Genesys Cloud CX?** Being unable to actively train before implementing Genesys **What problems is Genesys Cloud CX solving and how is that benefiting you?** It is solving our entry into the AI world with our call centers ### 30. Unbeatable experience **Rating:** 5.0/5.0 stars **Reviewed by:** Sarai C. | Manager, Enterprise (> 1000 emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Genesys Cloud CX?** I would like to know about monitoring topics for Genesys **What do you dislike about Genesys Cloud CX?** That does not share APIs to be able to monitor with third parties **What problems is Genesys Cloud CX solving and how is that benefiting you?** It was intended to evolve ### 31. Incredible software, powerful results **Rating:** 5.0/5.0 stars **Reviewed by:** Brian B. | Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2024 **What do you like best about Genesys Cloud CX?** I love how easy it is to implement changes! **What do you dislike about Genesys Cloud CX?** There is not a great WFM platform. I hope they make it more robust in the future **What problems is Genesys Cloud CX solving and how is that benefiting you?** Implementing AI and making it more easily accessible is a huge bonus of using Genesys! ### 32. Easy **Rating:** 5.0/5.0 stars **Reviewed by:** Daniela G. | Especialista Pronósticos, Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Genesys Cloud CX?** Practice for agents and supervisors **What do you dislike about Genesys Cloud CX?** The segmentation of functions by levels **What problems is Genesys Cloud CX solving and how is that benefiting you?** Omnichannel and integration of digital channels ### 33. Automation and AI led contact center **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** June 28, 2024 **What do you like best about Genesys Cloud CX?** The ability of next gen driven and improving the digital tech scores for the customer care is the critical point. **What do you dislike about Genesys Cloud CX?** The deployment at scale across the organization is quite important and automation and SOP driven approach could be used to expedite this change. **What problems is Genesys Cloud CX solving and how is that benefiting you?** The issue of moving away from legacy and getting the change to the entire enterise and having single way of communication with the customers and also improving the digital experience with automation , chat bots and automate tedious tasks with call summarization, forecasting and scheduling. ### 34. Very Good Overall experience with very user friendly user interface. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 02, 2024 **What do you like best about Genesys Cloud CX?** 1) User Friendly interface 2) Excellent Support staff 3) Simplifing complexity in the Contact Center Solution. 4) A lot of nice bells and whistles to manage. **What do you dislike about Genesys Cloud CX?** 1) There are some occasional glitches 2) Updates in the background cause some issues. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Making very complex contact center simple to use. ### 35. Very good **Rating:** 5.0/5.0 stars **Reviewed by:** Renato P. | IT Development Business Partner, Enterprise (> 1000 emp.) **Reviewed Date:** August 06, 2024 **What do you like best about Genesys Cloud CX?** The lectures were very good and informative. **What do you dislike about Genesys Cloud CX?** Nothing, everything was perfect and it was great. Very good. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Is helping to attend to the URa ### 36. The future is here! **Rating:** 5.0/5.0 stars **Reviewed by:** Maria P. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2024 **What do you like best about Genesys Cloud CX?** All in one platform that is very user friendly. **What do you dislike about Genesys Cloud CX?** At the moment there is nothing that I do not like. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Bringing multiple systems into one. ### 37. Yes, I am recommended theGenesys cloud is good corporate life. **Rating:** 4.0/5.0 stars **Reviewed by:** Vivek S. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2024 **What do you like best about Genesys Cloud CX?** I am like about Genesys cloud CX is best learning and growing for corporate employees. And good environment and peaceful in office life. **What do you dislike about Genesys Cloud CX?** I am dislike for Genesys cloud CX only one thing seen, In AI platform very much employees are working together. Because all project is only 1 or 2 employe are focusing. And all are are interested on AI Projects . **What problems is Genesys Cloud CX solving and how is that benefiting you?** Sloving the problems facing during AI Projects. ### 38. Perfect solution for our evolving environment **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2024 **What do you like best about Genesys Cloud CX?** Genesys has allowed our contact centers to improve patient relationships and it has been instrumental in helping us achieve our human first touch initiatives. **What do you dislike about Genesys Cloud CX?** There are some features that have been asked for within the community and voted on over 500 times and it has taken years to move through the process. One of those features being the "smile greeting" **What problems is Genesys Cloud CX solving and how is that benefiting you?** One problem that Genesys has immediately addressed for us are the abandoned calls that we were receiving on our previous solution. The callback feature has been the best for us and we look forward to implementing more contact channels ### 39. Worth every penny! **Rating:** 5.0/5.0 stars **Reviewed by:** Brian B. | Manager of Technology and Strategy, Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2024 **What do you like best about Genesys Cloud CX?** The versatility and reliability is unmatched! **What do you dislike about Genesys Cloud CX?** Inability to consistently export and import from the many different objects. **What problems is Genesys Cloud CX solving and how is that benefiting you?** A single platform for customer engagement. ### 40. Very good customer support, easy to understand enjoyed a lot using it **Rating:** 5.0/5.0 stars **Reviewed by:** Atik B. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 13, 2024 **What do you like best about Genesys Cloud CX?** Contact center software. Shape experiences for the moments that matter with industry-leading contact center software. ... Digital channels. ... AI and automation. ... Workforce engagement management. ... Customer journey management. ... Cloud architecture and open platform. **What do you dislike about Genesys Cloud CX?** Sometimes it laggs internet connectivity which had alot of issues to be faced **What problems is Genesys Cloud CX solving and how is that benefiting you?** Solving to help understand client's problem and give them relevant output ### 41. Good Cloud experience, although somewhat restrictive **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** April 25, 2024 **What do you like best about Genesys Cloud CX?** The speed of deployment, does not require software installation on agents' PCs, the flexibility **What do you dislike about Genesys Cloud CX?** The reports are basic, you cannot make personalized dashboards, how easy it is to exceed the use of licenses. There is no control of this. The outbound service has a lot to improve in the detection of mailboxes, silent calls, dialing errors **What problems is Genesys Cloud CX solving and how is that benefiting you?** Ease of deployment in external centers, advanced routing management, ease of use. ### 42. works well but often crashes when multiple of a particular tab are opened **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** June 18, 2024 **What do you like best about Genesys Cloud CX?** I love all the features and ways of finding specific data **What do you dislike about Genesys Cloud CX?** How it crashes often depending on what tabs are opeened **What problems is Genesys Cloud CX solving and how is that benefiting you?** helps me find the data i am looking for to better make sense of and explain results ### 43. Genesys Cloud CX Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Sagar G. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2024 **What do you like best about Genesys Cloud CX?** It's easy migrate to from other platforms, omnichannel CCaas solution, upcoming AI makes life easy at CC **What do you dislike about Genesys Cloud CX?** New to this platform. Nothing as of now, may be able to answer this after 6 months. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It's stable solution so most os the issues we faced with previous platform are no more exist ### 44. technological innovation **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Hardware | Small-Business (50 or fewer emp.) **Reviewed Date:** September 11, 2024 **What do you like best about Genesys Cloud CX?** Storage, its support. the ease of understanding the process **What do you dislike about Genesys Cloud CX?** that sometimes they take a while to respond for support or service inquiries **What problems is Genesys Cloud CX solving and how is that benefiting you?** the calls from my clients ### 45. Innovative and user friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** May 01, 2024 **What do you like best about Genesys Cloud CX?** I ised the product when I was working as a technical analyst in a company. I never found any bug or error. The user friendly interface is on another level **What do you dislike about Genesys Cloud CX?** The only part where I felt annoying is the updates. I was getting back to back updates for Genesys cloud. **What problems is Genesys Cloud CX solving and how is that benefiting you?** The place where i was able to handle both chats and calls. Also it is useful for consultants who only use chats , even if there is no network the status actually shows you the real time. The quality of calls are amazing ### 46. A very Hands on experience overall, Never had any issues using this software **Rating:** 4.0/5.0 stars **Reviewed by:** Pranav M. | Project Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 08, 2024 **What do you like best about Genesys Cloud CX?** I liked how user friendly the UI was, Made it easier to get a hands on in a short span of time **What do you dislike about Genesys Cloud CX?** Genesys used to crash a lot, meaning There were some audio issues from both receiving and my end **What problems is Genesys Cloud CX solving and how is that benefiting you?** Connecting people across the world in a easier way ### 47. Long time user **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Enterprise (> 1000 emp.) **Reviewed Date:** September 24, 2024 **What do you like best about Genesys Cloud CX?** Reachable fron anywhere, work everywhere. **What do you dislike about Genesys Cloud CX?** Not all on premise functionality is yet available **What problems is Genesys Cloud CX solving and how is that benefiting you?** Getting the interacties to the correct agent ### 48. Innovative Producer **Rating:** 3.5/5.0 stars **Reviewed by:** David B. | Enterprise (> 1000 emp.) **Reviewed Date:** January 03, 2024 **What do you like best about Genesys Cloud CX?** I highlight the versatility, the ability to become familiar with the product, and its adaptability to various people in the business environment, taking into account permissions, among other aspects. **What do you dislike about Genesys Cloud CX?** On some occasions, working with the code in the flows can be complicated, but so far, we have managed to implement all the functionalities we have needed. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys has a strong community, organizes quality events that promote business collaboration, and its webinars and content facilitate the understanding of new features. Obtaining demonstrations and help with Genesys solutions is simple, as they collaborate with multiple partners willing to offer assistance or guide during implementation and ongoing maintenance. ### 49. Great solution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** September 25, 2024 **What do you like best about Genesys Cloud CX?** Simple, Efficient, Easy, Powerful, Smart **What do you dislike about Genesys Cloud CX?** Initially hard to get used to, for a short while. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Improving employee bandwidth ### 50. Best omnichannel system i have come accross **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wholesale | Mid-Market (51-1000 emp.) **Reviewed Date:** July 02, 2019 **What do you like best about Genesys Cloud CX?** the ease of the system , very user friendly , even if you dont have the experience it is easy to navigate and understand the system, i am really enjoying the knowledge being gained from the system as we are a technology driven company and are taking our systems to the next level with the help of purecloud **What do you dislike about Genesys Cloud CX?** very hard to find to find the company on the web when we were looking for a new system , once we found genesys , we found an amazing product **What problems is Genesys Cloud CX solving and how is that benefiting you?** the ease of getting customer service level to a good standard , also to bring a world class call center to our environment,we are seeing alot of benefits in integrating the system in our company ## Genesys Cloud CX Discussions - [What is Genesys Cloud CX used for?](https://www.g2.com/discussions/what-is-genesys-cloud-cx-used-for) - 2 comments, 1 upvote - [How can I review the roadmap to know the future releases?](https://www.g2.com/discussions/how-can-i-review-the-roadmap-to-know-the-future-releases) - 1 comment, 1 upvote - [Will you be open to data lake ?](https://www.g2.com/discussions/will-you-be-open-to-data-lake) - 1 comment, 1 upvote - [How would I utilize Skype for Business?](https://www.g2.com/discussions/how-would-i-utilize-skype-for-business) - 1 comment, 1 upvote - [Which type of call is not allowed in Skype?](https://www.g2.com/discussions/which-type-of-call-is-not-allowed-in-skype) - 1 comment, 1 upvote - [View Genesys Cloud CX pricing details and edition comparison](https://www.g2.com/products/genesys-cloud-cx/reviews?page=5&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-07-02+12%3A06%3A08+-0500&secure%5Bsession_id%5D=294d3532-5690-44cf-88ea-86338e2e65db&secure%5Btoken%5D=737feb3ce3b3c2f7d9e62579d08a83457d73d1e5c2215a157774e88f0f805fd9&format=llm_user) ## Genesys Cloud CX Integrations - 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Shift Scheduling - Agent Self-Service - Mobile Access **Administration** - Access Control - Web Page Navigation - Real Time Assistance **Messaging Channels** - SMS Messaging - Email - Voice Messaging - Two way messaging **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Platform Basics - VoIP Providers** - PBX systems, VoIP Softphone - Call Management - Network monitoring - Integrations - Virtual PBX - SIP trunking services **Voice Recognition - AI Voice Assistants** - Voice Recognition **Agentic AI - Genesys AppFoundry Marketplace** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Outbound Call Tracking** - Autonomous Task Execution **Agentic AI - UCaaS Platforms** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Basic Communication** - Phone Calls - Video Calls - Instant Messaging - Screen Sharing - Conference Calls - Desk-to-Desk Calls **Calling** - Record Calls - Generate Location - Call Types - Click-to-Call - Auto Dialer **Process** - Mentions - Tickets - Macros **Channels** - Social Media - Website - Text Message (SMS) - Voice Assistants - Other **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Extensions** - Tenancy Flexibility - Native VoIP - CCaaS Option **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - Role-based access - Collection of information **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Security** - Data Security - Data Masking **Administration** - Scheduling - Triggered Notifications - Segmentation - Integrations **Workforce Management** - Call Monitoring - Performance Evaluation **Automation** - Ticket Resolution - Customization - Intelligent Routing **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Speech Synthesis - AI Voice Assistants** - Speech Synthesis - Customizable speech - Multiple voice actions **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - VoIP Providers** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Contacts** - Personalization - Information Locater - Record Prospect Data **Channels** - Email - Social - Live Chat - Phone - Text **Customers** - Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administrative** - Call Recording - Reporting & Dashboards **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Security and privacy - AI Voice Assistants** - Encrypted communication **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Access** - Software Pairing - Browser Extension - Individual Download **Insights** - Notes - Automated Voicemails - Automated Emails - Sorts Prospects - Automated Note Taking **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Generation - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Compatibility - AI Voice Assistants** - Cross platform compatibility **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis **Advanced Features** - Hold Music - Automated Attendants - VOiP Number **Features** - Voicemail to Email - Voicemail to SMS - File Sharing - Voice Conferencing - Video Conferencing **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Genesys Cloud CX Alternatives - 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