--- title: "Genesys Cloud CX Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Genesys Cloud CX. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Genesys Cloud CX is a good fit for you!" source_url: "https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Call Center Software](https://www.softwareadvice.com/call-center/) / [Genesys Cloud CX](https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/) / Genesys Cloud CX Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/) Reviews [Alternatives](https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/alternatives/) # Genesys Cloud CX User Reviews ## Reviews summary - Overall rating: 4.3/5 - Total reviews: 268 ### Secondary ratings - Ease of use: 4.4/5 - Customer support: 4.0/5 - Value for money: 4.1/5 - Functionality: 4.2/5 ### Rating distribution - 5 stars: 137 reviews (51%) - 4 stars: 97 reviews (36%) - 3 stars: 23 reviews (9%) - 2 stars: 5 reviews (2%) - 1 star: 6 reviews (2%) ### Most mentioned pros - It does a good job of syncing across devices which suits how I work between desktop and mobile throughout the day. - Genesys CX is a robust platform for workforce management, offering solid forecasting, scheduling, and analytics tools that streamline our processes. - Its cloud-based setup allows for quick deployment and flexibility, which is ideal for businesses of all sizes, especially those with remote teams. ### Most mentioned cons - There is also a heavy reliance on internet access, and the lack of meaningful offline capability can be frustrating when you are on the go. - It is quite a high price point & the learning curve is quite steep which requires a lot of training to get over the curve - If I am being honest, it feels quite clunky and not particularly modern in terms of its out of the box experience. ## Genesys Cloud CX customer reviews Showing reviews 1-25 of 268 (page 1). ### Genesys Cloud CX is Still Great! - Overall rating: 5/5 - Reviewer: Dennis d. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: Self-Employed - Product usage: Used weekly for more than 2 years - Reviewed: July 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall I love Genesys cloud and it's been a good experience over the past few years. It's extremely powerful and flexible. Even more so than many of its competitors. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Genesys cloud is super flexible and easy to use. It's becoming a power house of AI and integrations with so many services. #### Cons There's is a fairly large barrier to entry for someone who isn't trained and familiar with the product. --- ### Improving the quality of service provided to customers. - Overall rating: 5/5 - Reviewer: Saskia M. - Verified reviewer: Yes - Industry: Restaurants - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: September 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Our five insurance companies now employ a multichannel marketing strategy that combines inbound and outbound efforts to reach new and existing clients. In order to increase efficiency and boost customer satisfaction, we migrated from a purely voice-based system and a third-party Livechat to one that incorporates chat, SMS, and email. The downtime problems of the previous system were also addressed by Genesys. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Genesys cloud cx has been an invaluable asset to our company as the industry's leading cloud contact center platform. The fact that it may be easily modified to meet your specific needs is another plus. It's constantly up-to-date, and it takes very little time and work to put into deployment. I'm satisfied with its overall performance, and I must say that it's unusual to come across such a fantastic, bug-free, and straightforward platform. #### Cons We finally found a means to communicate without breaking the bank with Genesys cloud cx. It's something I'd suggest for companies of any size. #### Reasons for switching to Genesys Cloud CX By centrally managing and coordinating all of our in-house communication platforms, Genesys Cloud CX has drastically improved our efficiency and saved us countless hours every week. We can improve our accessibility to consumers by providing them with a more tailored experience of interaction with this technology. --- ### Solid Platform for Customer Support Documentation - Overall rating: 5/5 - Reviewer: Nadra W. - Verified reviewer: Yes - Industry: Facilities Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2026 - Review source details: This review was submitted organically. No incentive was offered Genesys Cloud CX is a powerful and reliable platform that has greatly improved how our team manages customer interactions. Its cloud-based setup allows our schedules to sync more effectively. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros I like how Genesys now has CoPilot added. It makes it so much easier to wrap up a call and its specifics. #### Cons Troubleshooting issues often requires waiting for support rather than fixing things yourself. Getting the reports you actually need takes way more steps than it should. --- ### Genesys Cloud CX Review: Agile, All-in-One CX Platform - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Banking - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: July 2025 - Review source details: This review was submitted organically. No incentive was offered My experience is smooth, modern UI; intuitive for basic tasks, though advanced setups need technical skill. Scalable for all business sizes. Future-proof, enterprise-grade CX hub. Ideal for digital-first brands but needs IT commitment for complex use cases. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros This is True omnichannel (voice, chat, email, social) in one platform. AI/ML tools (predictive routing, sentiment analysis) boost efficiency. Rapid innovation with monthly updates. #### Cons I think high TCO and Advanced workflows require developer expertise. Also it's Regional Language AI - Hindi/Tamil/Marathi NLP accuracy dips vs. English, slowing vernacular customer support. Not offer pure on-prem. --- ### Comprehensive and User-Friendly Customer Experience Solution - Overall rating: 5/5 - Reviewer: Janelle B. - Verified reviewer: Yes - Industry: Insurance - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The overall experience with Genesys Cloud CX is generally positive, especially for businesses looking to streamline their customer service operations. The platform’s user-friendly interface makes it easy for agents and admins to manage customer interactions across multiple channels. Its cloud-based setup allows for quick deployment and flexibility, which is ideal for businesses of all sizes, especially those with remote teams. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Genesys works well for remote teams and integrates with other systems, all while keeping costs down by removing the need for a lot of IT maintenance. The features offered is amazing #### Cons Despite its many strengths, Genesys Cloud CX has a few downsides. Some users experience a learning curve when navigating advanced features or setting up customized workflows. Additionally, while the platform offers powerful integrations, working with third-party systems can sometimes be complex or limited. For smaller businesses, the subscription fees and costs for premium features may be a bit high. Occasional system bugs or downtimes have been reported, which can disrupt operations, and support response times for non-critical issues can sometimes be slower than expected. --- ### Genesys is the best contact center software - Overall rating: 5/5 - Reviewer: cody c. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: June 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Very professional company, great software, and overall amazing reporting on stats. Great for managing contact center. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Genesys cloud is a very incredible tool for contact centers, great software for navigating calls. Easy to use and great for stat reporting and analytics. #### Cons At times learning the ways to transfer calls, and just learning the ins and outs took time. However after a little bit of exploring you can pick up what you need. --- ### GENESYS REVIEW - Overall rating: 5/5 - Reviewer: COURTNEY M. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: May 2025 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I LOVE GENESYS. IT IS SO VERY USER FRIENDLY. BEING ABLE TO SEE MY PRODUCTIVITY IS A GREAT PRO TO THE SOFTWARE. #### Cons I JUST WISH THAT MY COMPANY WOULD ACTUALLY USE THE SCHEDULE PART OF GENESYS. THERE IS ALSO A GROUP CHAT THAT IS ACTIVE, BUT NO ONE CAN LEAVE IT. IT WOULD BE GREAT TO BE ABLE TO REMOVE MYSELF FROM THAT. --- ### Overall good option for recorded employee calls, could use some updates - Overall rating: 4/5 - Reviewer: Sharon W. - Verified reviewer: Yes - Industry: Insurance - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered Overall generally good experience. It would be very helpful to allow employees to customize caller ID without adding on expensive feature for the entire company. Easy to review calls with recording feature. Menu to change options is a bit antiquated and time consuming. Would be helpful to add user options to a menu instead of dialing in. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 3/5 #### Pros Easily access call history, voicemails all in one place, works well with current work system #### Cons No ability to customize caller ID without purchasing extras for the entire company --- ### Genesys Cloud is an excellent platform - Overall rating: 5/5 - Reviewer: Brenda V. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: May 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Excellent training materials and training. Very easy to use because everything is already built - complete cloud solution. The latest version and updates have been great. It has everything we need. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Cons Reporting could be improved. Other than that, there is absolutely nothing to dislike about Genesys Cloud CX. --- ### Genesys is a great soft phone - Overall rating: 5/5 - Reviewer: LaSheena B. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered I have enjoyed Genesys; modern, new, fresh and can handle daily inbound and out bound calls amongst other things. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Genesys is a great soft phone application. I have used other soft phones and this soft phone does not dropped as much and does not have lots of audio issues etc. I am pleased. #### Cons Currently there are not cons with using Genesys as it is what I expected it to be. --- ### Good system for overall use - Overall rating: 4/5 - Reviewer: Liam F. - Verified reviewer: Yes - Industry: Insurance - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: October 2024 - Review source details: This review was submitted organically. No incentive was offered Largely positive. We have been disappointed with lack of sophistication for outbound dialling campaigns. Given our previous software could deliver this with ease #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 1/5 - Functionality: 3/5 #### Pros Modern features and omnicentre. Frequent patch updates. #### Cons Lacks sophisticated outbound dialling. We require reverse priority so newest contact is highest priority but the system struggles with this. #### Reasons for switching to Genesys Cloud CX Straightforward, the partner failed to understand our true needs which led to a frustrating initial onboarding --- ### Pleasantly Satisfied with Genesys Cloud CX - Overall rating: 5/5 - Reviewer: Nicholas T. - Verified reviewer: Yes - Industry: Retail - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2023 - Review source details: This review was submitted organically. No incentive was offered We have has a positive experience with Genesys from a technical perspective. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 2/5 - Functionality: 5/5 #### Pros This system have massive potential for customization and reasonable API coverage. #### Cons The post sale support is not the best, we often need struggle to bring Engineers up to speed before they can troubleshoot issues. #### Reasons for choosing Genesys Cloud CX Genesys offered the whole package with as few moving parts as possible. #### Reasons for switching to Genesys Cloud CX Avaya is a technological dead end. --- ### Breath of fresh air vs historical telephony systems - Overall rating: 5/5 - Reviewer: Terry A. - Verified reviewer: Yes - Industry: Financial Services - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2022 - Review source details: This review was submitted organically. No incentive was offered The software uptime is an industry leader, with no consistent downtime problems since starting with the service. Which is worlds away from our previous experiences with downtime being seen at least once a month with a large agent / customer detriment because of this. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Ease of use. The GUI is clear and concise on both and agent and Administrator level. #### Cons The workforce management side of the software still requires a lot of work. There is too many interweaving layers to be able to produce an easy to use schedule for our agents. #### Reasons for choosing Genesys Cloud CX The cost benefit analysis and uptime SLAs could not be matched against any of the other products at hand. #### Reasons for switching to Genesys Cloud CX The historical system was clunky, unreliable with a very sub-par support channel. This was culminated with the system owners choice of decommissioning the telephony platform we had used with them shortly after our contractual obligations had ended. --- ### G Cloud - Overall rating: 4/5 - Reviewer: Kymberli O. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2020 - Review source details: This review was submitted organically. No incentive was offered Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G Cloud is not as "self sustaining" as we were lead to believe but as we move through the learning curve we see less struggle. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros Everything inside G Cloud is very user friendly. The features and integrations that are available have helped our organization grow and develop to be more productive and innovative. #### Cons There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail. Specific configurations are not always playing nice with each other. #### Reasons for switching to Genesys Cloud CX We needed more multi-channel forms of communication with our clients/members/customers. --- ### Administrator - Overall rating: 4/5 - Reviewer: Rodrigo A. - Verified reviewer: Yes - Industry: Banking - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2021 - Review source details: This review was submitted organically. No incentive was offered It was a successful experience, very little problems (especially with integrations), that were finally resolved and some isolated problems that were resolved as the installation progressed. Generally speaking, it is a great Contact Center Solution #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Expansion capabilities, broad knowledge base, and possibilities to grow with few requirements if needed. #### Cons Integrations with other legacy products have been an inconvinience. #### Reasons for choosing Genesys Cloud CX Integration performance. Drive innovation Reduce time to market Cost management #### Reasons for switching to Genesys Cloud CX -Technical evolution -Overall cost -Strong user community -Product functionality and performance --- ### Genesys Cloud experience - Overall rating: 5/5 - Reviewer: Mohammed Hareez S. - Verified reviewer: Yes - Industry: Financial Services - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: February 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I would definitely recommend genesys cloud to everyone #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros we use Genesys cloud to interact with customers via calls and emails and its so far the best #### Cons Sometimes it takes some extra time to load files from customers --- ### Overwhelming but not bad - Overall rating: 2/5 - Reviewer: Sarai C. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 51-200 employees - Product usage: Used weekly for less than 12 months - Reviewed: February 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Functionality: 3/5 #### Pros How easy it is to transfer calls amongst other colleagues. I also appreciate using the dial on screen. #### Cons It feels a little overwhelming as a new user. --- ### Genesys Cloud CX Review - Overall rating: 3/5 - Reviewer: Nick N. - Verified reviewer: Yes - Industry: Financial Services - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: October 2024 - Review source details: This review was submitted organically. No incentive was offered Good system, but has reliability issues and lacks ease-of-use functionality. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros Forecasting capabilities. Robust reporting system. #### Cons Isolated applications. Clunky interface. Not user friendly. --- ### Genesys Cloud - Overall rating: 4/5 - Reviewer: Jason T. - Verified reviewer: Yes - Industry: Insurance - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2021 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It is easy to set up an IVR using Architect. User creation is simple and bulk imports are available. You can separate areas of your organization using Divisions which is beneficial. If you utilize Genesys Cloud Voice as your carrier, setting up and provisioning phones is simple. Also, this is a cloud based application, they are always updating it. Genesys has an ideas page, where you can submit changes you would like to see to the application and vote on other changes that have been suggested. #### Cons The reporting when it comes to segments of the calls and where they are transferred to could be better. It is difficult to determine where calls are going. The system does not currently record calls between users. We have several scenarios where an agent calls for assistance that we would like to be recorded. #### Reasons for switching to Genesys Cloud CX We were looking to go to the cloud. We also wanted to introduce features like chat and email. As well as for the business to have control over making changes to the IVR. --- ### Feature Rich, easy to use Telephony Systemz - Overall rating: 5/5 - Reviewer: Sam O. - Verified reviewer: Yes - Industry: Airlines/ Aviation - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2021 - Review source details: This review was submitted organically. No incentive was offered Genesys Cloud has been amazing for our company since moving across from PureConnect. In this new "Work from Home" world we live in, it has been a massive contributor and backbone to our strategy and has allowed us to continue operating successfully during the Covid period. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros It is very easy to find my way around, make quick changes on the fly and administer from anywhere in the world. The amount of new features coming out weekly was also a huge selling point for us and watching the system grow and evolve has been fantastic. #### Cons I would like a few more fine-grained features such as being able to customize the hold experience per flow and being able to take some of the global features and making them IVR/queue based due to requirements of different brands that I manage. #### Reasons for choosing Genesys Cloud CX It was the best option for fitting our needs. It had enough features without being overly complicated and was cloud based and offered a work from home solution. #### Reasons for switching to Genesys Cloud CX We used Genesys (Interactive Intelligence) Connect for 4 years prior to moving onto Genesys Cloud. We experienced a ton of downtime, and the SIP devices kept unregistering themselves with the server. The upgrades were infrequent and pricey. We had to do them outside of hours and were here until two a.m. on some occasions trying to complete the upgrades both on the servers and the software on the PC. The software had about six different components which all had to be installed. Genesys Cloud now just loads up on the browser and all updates are handled server side. We have no hardware to manage other than a couple of Edge devices, which almost manage themselves. --- ### Simple and quick adoption able - Overall rating: 5/5 - Reviewer: Marek K. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: November 2021 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Liked most the simplicity of use and integration. #### Cons Relatively slow delivery of solutions to main painpoints reported by business via idea portal. #### Reasons for choosing Genesys Cloud CX Compliant, quality and consistent information presented by them through out all 4 stages of the sourcing process. #### Reasons for switching to Genesys Cloud CX Need to consolidate globally. --- ### Best All-in-One CCaaS solution for businesses -- small or large - Overall rating: 5/5 - Reviewer: Robert W. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: February 2022 - Review source details: This review was submitted organically. No incentive was offered Genesys Cloud was easy to deploy and agents picked up the interface quickly. Integration with back-end data and systems was simple using web services and the Architect allowed call flows to be created in days. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Genesys Cloud CX has it all. Never do I have to wonder about integrations, added costs, or extra training when Genesys has all the features that a contact center of any size has all built into a single, web-based product with super reliability and ease of use unmatched in the market. #### Cons While WFM has come a long way, there are still features that Genesys needs to add and is working on those. Also, reporting needs more visualization and trending data. #### Reasons for choosing Genesys Cloud CX Best set of features for the price and no need to add anything to the product. #### Reasons for switching to Genesys Cloud CX Work at home agent requirement and need for more advanced functionality like AI and bots. --- ### Quick Review of Genesys Cloud CX - Overall rating: 4/5 - Reviewer: Phatana S. - Verified reviewer: Yes - Industry: Automotive - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2023 - Review source details: This review was submitted organically. No incentive was offered This telephony platform is great! #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros what I like about Genesys Cloud CX is newer updates are automatically updated for you in the Cloud version. #### Cons There are features that need to be automated and needs improvement. --- ### A very honest review of Genesys Cloud CX - Overall rating: 5/5 - Reviewer: Joseph Ysmael T. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: July 2022 - Review source details: This review was submitted organically. No incentive was offered Very satisfactory. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I like the most with this software is that it is a contact center technology that is readily available in the cloud. Agents, Supervisors, Admins or any user can access the software anytime anywhere. #### Cons There are still some features that are available in other platforms but still not available in Genesys. Some of these are: 1. Play Agent Greeting 2. Multiple Wrap up codes 3. Multi - tier wrap up codes #### Reasons for switching to Genesys Cloud CX it was to transfer from On-Premise to cloud --- ### Great features in one platform - Overall rating: 5/5 - Reviewer: Arianna R. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for less than 12 months - Reviewed: August 2023 - Review source details: This review was submitted organically. No incentive was offered It allows us to provide a more comfortable experience to the customer with functions that make them feel that they are important and we listen to their complaints or claims to solve them. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros provides various benefits such as1. easy use and initial setup2. Improves communication with the client3. self-service 24 hours a day, 7 days a week4. They are always up to date with new technology5. Go from chatbot to live agents in seconds #### Cons Maybe I would like them to improve in the training part, I felt that at the beginning I was lost among all the functions without being able to take full advantage of them. ## More reviews [Next reviews](https://www.softwareadvice.com/call-center/genesys-contact-centre-profile/reviews/?page=2) --- Genesys Cloud CX Reviews, Pros and Cons - 2026 Software Advice