All Genesys Cloud CX Reviews
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Bernard
Retail, 11 - 50 employees
Used more than 2 years
OVERALL RATING:
5
Reviewed June 2021
Good but complex solution for cloud
Sam
Verified reviewer
Airlines/Aviation, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed June 2021
Feature Rich, easy to use Telephony Systemz
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.
PROSIt 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.
CONSI 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.
Reason 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.
Nafees
Banking, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2023
Great Software
Its been a great experience and business is really happy so far.
PROSGreat feature filled product with most of the bells and whistles you need to run contact center and meet your customer needs. Access from anywhere
CONSWFM and WEM needs little more lift to compete with industry leaders
Reason for choosing Genesys Cloud CX
features, ease of build and support.
Reasons for switching to Genesys Cloud CX
Needed to move to the cloud instead on-prem to a system with more features and avoid upgrades every so often
Anonymous
51-200 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
4
FUNCTIONALITY
4
Reviewed March 2020
A Step Up From Previous Call Center Software, But Prone To Errors
While PureCloud has had its frustrating glitches, I find that it works far better and more intuitively than previous call center software. Having access to a number of features all in one place, rather than spread out across multiple programs, truly provides ease of mind.
PROSPureCloud allows fluid communication either across the call center floor, across town, or even across the state or country. It allows multiple utilities that previous software such as Presence did not allow for, such as callback and voicemail functionality, chat features and built in email clients. It becomes a one-stop shop for a call center looking to offer more outreach for customers. Having the ability to work from home, especially in times of crisis, is crucial and this is what PureCloud does best.
CONSProne to outages and glitches, though admittedly some of these could be due to network errors within the company. The email client is less than intuitive, and frequently seems to block out valuable attachments, which are important when working in a tech support role.
Nicholas
Retail, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
5
Reviewed March 2023
Pleasantly Satisfied with Genesys Cloud CX
We have has a positive experience with Genesys from a technical perspective.
PROSThis system have massive potential for customization and reasonable API coverage.
CONSThe post sale support is not the best, we often need struggle to bring Engineers up to speed before they can troubleshoot issues.
Reason 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.
Amanda
Insurance, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed May 2021
Genesys Cloud Implementation
Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users. We have seen good movement with new capabilities since we moved over to the platform and have confidence that we will continue to be partners with Genesys to continue enhancing the product for years to come.
PROSThe fact that we could move all of our telephony (agents and non-agents) off of an on-premise solution and to the cloud in a very fast period of time was tremendous. The ability to shift all of the support out of IT and into the business has allowed us to optimize our customer's experience in a very agile manner. The buildout of each of the channels has been slow for us due to internal reasons, but we have many capabilities that we never had before moving to Genesys Cloud.
CONSWEM and reporting are not ideal in Genesys Cloud. Genesys has continued to invest and enhance in these areas, but they have a way to go. Pure Voice and how calls get routed through our virtual edges causes some issues from time to time. We rely on Genesys to help us dive into those issues so that we can understand what causes them and learn to optimize our processes to avoid them in the future. Going through some pains here has taught us a lot but the issues themselves aren't ideal. There have been some data lags when we have tried to access our data through the UI or APIs. This happens more frequently than we would hope for and causes some issues with managing our agents/call centers.
Reason for choosing Genesys Cloud CX
There were a few reasons in regards to security, general functionality, and pre-sales communication/relationships.
Reasons for switching to Genesys Cloud CX
To move away from on premise inflexible solutions to a cloud solution that could retire many different solutions and consolidate us to one. Additionally, to shift the support and ownership of the application out of IT and into the Business.
Kymberli
Consumer Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed August 2020
G Cloud
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.
PROSEverything 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.
CONSThere 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.
Tim
Information Technology and Services, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2021
Genesys Cloud delivers
As we are still in the grip of a pandemic, using a cloud-based UC and CC solution, as Genesys Cloud, is invaluable to allow our people to work from home or anywhere with internet. As everyone is provided with a laptop and headset, we can guarantee 100% uptime of our Contact Center.
PROSCombined with other solutions, it provides us with PCI Compliance, agent development and evaluations, work-from-anywhere, in-depth call routing via ACD and IVR, in-depth reporting and stats, scalability and resilience.
CONSMore ringtones needed - only one provided and it gets very irritating when in an office. Email interactions function needs refining.
Reason for choosing Genesys Cloud CX
When looking to replace our aging Avaya system, we looked at various different solutions but a cloud-based one was a must. From the three we evaluated, Genesys Cloud was chosen over the other two as it was an all-in-one solution (not separate UC and CC, no matter how much we were told it was integrated by the vendor) and they didn't use heavy-handed sales techniques
Reasons for switching to Genesys Cloud CX
Old, unreliable
Altaf
Financial Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed June 2020
A Cloud like no other
The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for. We have lots of potential and it's just a matter of taking advantage of the aspects that make sense for our business.
PROSI really like not having to perform maintenance. I also like that there are new features on a weekly basis, the ease of use of the UI, and how just about everything you need is already built into the platform.
CONSA true mobile app is missing, but is on the roadmap. I also wish there was a built-in way to grab all our reporting data without needing our dev team to build their own solution using the API.
Reason for choosing Genesys Cloud CX
It offered a more well-rounded set of features. The outbound dialer was also superior on the Genesys Cloud offering.
Reasons for switching to Genesys Cloud CX
It wasn't a contact center solution and there were also reliability issues.
Rodrigo
Banking, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed January 2021
Administrator
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
PROSExpansion capabilities, broad knowledge base, and possibilities to grow with few requirements if needed.
CONSIntegrations with other legacy products have been an inconvinience.
Reason 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
Anonymous
1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed April 2020
It proves its value in pandemic of COVID-19
Cloud based solution with WebRTC client works perfectly when all agents need to work from home.
CONSReporting needs to be improved, because it's rigid and hard to customized.
Reason for choosing Genesys Cloud CX
It's fully cloud based and supports to deploy on-premise edge to connect local carriers.
Reasons for switching to Genesys Cloud CX
We need an omni-channel cloud based solution.
Pramod
Financial Services, 5,001-10,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed October 2022
Contact Center Implementation using Genesys Cloud
After implementing Genesys Cloud solutions, we are able to get agents recordings, reporting and monitoring easily.
PROSContact Center Routing using Architect, Implementation of contact center components and for supervisors it is easy to use to check on agent status, reporting and analytics and recordings, integration from existing Genesys Engage & Avaya to Genesys Cloud is smooth
CONSAPI integration, Custom Routing solutions, and Desktop sharing options not available
Reason for choosing Genesys Cloud CX
We are already using Genesys Engage setup in our environment and decision take to use Genesys Cloud for smooth migration of our contact center
Michael
Higher Education, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed April 2018
Effective, easy to configure software for mid-sized contact centres
PureCloud has helped us modernize and improve how we interact with our customers. It has opened new channels to connect with us, and allows us to continue updating and improving the client experience. For the business, our Agents have a clean interface that lets them focus on the clients, our Supervisors are empowered to monitor and manage their teams, and our Administrators can respond quickly to changing demands.
PROSThe software was easy to configure, but powerful enough to handle significant customization for our groups. Interface is intuitive for our agents, and the features for call routing have allowed us to streamline the call-handling process. We have a half-dozen different teams using the platform, and each has unique features to meet their needs. As an administrator, changes can be made quickly to almost any aspect of the configuration allowing me to rapidly respond to any requests. The interface to make changes is entirely web-based, so only an internet connection is needed to do so. Further, having a cloud-based service has allowed us to quickly respond to service outages of our internet and phone systems. Situations that might have otherwise stopped operations entirely now require only a brief outage before agents can begin working again in a new location or with new devices. The provided API is flexible and powerful, which has allowed for further automation and functionality to be built in.
CONSSupervisor and administrator interfaces are not as well designed as the agent experience. Simple and common tasks are often inconvenient, or difficult to find. Reporting capabilities are sufficient but inflexible. A relatively small number of out-of-box reports are available, and there are some key measures missing from those provided. Access of the raw data through the API allows more flexibility, but with significant additional work. External chat (customer to agent) is currently poor, with a very basic and limited experience. The internal chat is much more feature-rich, but is only used between system users. Support response is quick for Tier 1, but complex issues requiring escalation can be slow to be resolved, this is partially helped by the availability of a priority line for emergencies.
Chris
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed December 2017
The Purecloud platform has assisted us in revolutionizing the way we do business.
The user interface reminds me of Apple software in it's simplicity of design and features. The flow of options is easy for new agents to adopt and creates an inviting environment for customer support. The reporting tools are fantastic and the "live" queue overviews is a nice touch. The ability to make changes, publish, and "go-live" all in one screen streamlines call center operations and improves efficiencies and productivity. The overview of user profiles, showing availability, background. skillset, and more improvise time needed to support customers as we have a birds eye view of where everyone on the organization is.
CONSI hope in time reporting mechanisms can be changes. When pulling queue specific reports i.e. queue summary for a specific week can become challenging if month end is included in that week; example - if pulling a weekly report for week of November 30, 2017 the end of week is December 3, 2017. The report will not show you summary information for the whole week as it breaks it apart into November and January (by month). This make is a manual process to see weekly service levels, abandon rates, and offered calls amongst any other metrics needed. Also, another area for improvement is real time agent performance - you cannot currently see how long an agent has been sitting in after-call-work. Additionally, the availability to have voicemails auto-routes like calls would be a nice feature.
Anonymous
10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2020
Genesys Review
When you compare the other Contact Center social media tools, I'm pretty sure that genesys did well on this. Previous versiyona has some issues and diffuculties while integration you should be a pro. But now they're making the stuff more eaiser which pretty Fast comparing the past.
PROSGenesys pure cloud side, we generally use social media integration, which is good to have Twitter and facebook to use it.
CONSWish that it also have instagram, YouTube, appstore and googleplay integration features as well rather than providing Professional services.
Pritam
Information Technology and Services, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed May 2020
Product Review || Genesys cloud
So , as told i like most of the features and functions of different components. Mine overall experience pretty good and i have learnt lot of new things in this platform, so its really helping me to grow in my career in technical front.
PROSGenesys Purecloud or Cloud is very versatile contact center product for any size of organisation. I like most of the features of this product out o that most is architect part, its really very easy and flexible for any new requirement.
CONSAs such i don't have any point to describe but one thing i am facing now a days after every maintenance window, lots of bugs we have seen, again its takes couple of hours to rectify. I thing we can do better for any maintenance window or update window further.
Reasons for switching to Genesys Cloud CX
Day by day our span increasing very fast, so to support that extension we feel purecloud is the best product from every point of thought and also pricing is another important factor.
Anonymous
1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed February 2019
Genesys service & product review
Its providing and outsourced to the bank which we can rollout new call centre very quickly
PROSPros: Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, We moved to a third part for 1-2 line support service ( Kaptec) to provide a good all around support services.
CONSPure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, but I was not resilient for the first year or so, The service rap was also very poor, with Genesys SDM not flexible in dealing with major incident and provided root cause of these issues back to the customer, If we want any changes customisation to the product everything was a project and prolong delivery timescales with genesys consultants. The license model for the agents is quite confusing and the license model for the genesis product is expensive and at time hard to understand
April
Non-Profit Organization Management, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed June 2023
An Honest Review...
I have loved using the product and working with the professional services team. I will say support is a little slower than I would like but I am go getter and work faster than most. Patience is not my best quality :)
PROSThe ease of use and simplicity of the user interfaces is a BIG point for me. We run a busy call center and being able to deploy and train new features quickly was very important. Genesys CX allowed us to do just that.
CONSThe biggest complaint I have had was the lack of integration with HR systems BUT that is now ready or almost ready to be deployed. I would also like to see more feature enhancements like the tracking absenteeism.
Ruby
Information Technology and Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2023
Excellent contact centre platform
The overall experience with Genesys Cloud CX has been top notch. We were able to go live with 11 plus countries and soon will be live with many more countries. Customer support is very efficient as the turn around time is very less.
PROSAs an administrator, I find Genesys Cloud CX easy to use application. It can connect with real time attributes. The capability and scalability of this tool is flawless. Some of the other features that I like includes the call logging, predictive engagement, blind transfers, etc.
CONSOne of the features which I like the least is it's limitation on a number of segments that can be added for a given license. The configuration flow if a user is live with multiple markets is very complex at times which requires a lot of additional support.
Ivan
Telecommunications, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
5
Reviewed December 2023
Una excelente herramienta para mejorar la experiencia al cliente y alcanzar tus resultados.
Genesys Cloud CX surprises you with its ease of use and user-friendly interface. It has available real-time performance Dashboards based on the indicators that your Contact Center manages. In addition, it has the ability to store historical information that allows you to measure the evolution of your indicators and compare them with past periods.
CONSI recommend defining which market segment and which service channels your Contact Center will manage, because the cost of the system is a factor to take into account, if your Contact Center is small or is in the process of growth, I recommend using Genesys with a lower cost plan.
Aarde
Retail, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2020
Genesys Cloud delivers enterprise level technology for a team of 2,000 global agents.
Genesys Cloud is an amazing product and company. We decided to migrate to them in August of 2019. The implementation and ongoing support from Genesys has been nothing buy amazing. They provided dedicated personalized support during our roll out/go live and have continuing to support us through our ongoing business as usual operations ever since.
PROSWe implemented Genesys to solve for the following areas: Social Bridge for Digital Support: new digital channels Internal Communication tool: replacing Skype Integrated WFO suite: Speech Analytics and QA Scorecards, replacing two 3rd party vendors WFO/WFM agent dashboards built in Chatbots built in AWS architecture 3 layers of redundancy (3A – Active, Active, Active) Redundant Edges in LAX and BER (VoIP) MOS scores for every call built in (intelligent analysis tool) Concurrent model allows to scale at lower additional costs compared to named model Micro Services Direct to developer(s) Agile deployment(s) (multi/week)
CONSWe don't like how we have to use on site Edges for VoIP traffic.
Jorge
Security and Investigations, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed September 2019
There are better options
The software has a decent feature set but prices to high when compared to other companies in the same market
CONSSupport is not good, often takes too long to find solutions. Cost is high for what you get
Emmanuel jeremiah
Accounting, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2023
A master at incident resolving and analysis
Otherwise I am having alot of fun using the genesys cloud and my experience is generally an amazing one
PROSWhat I like most about the genesys cloud is that it's very friendly to use because it doesn't require alot of training and it is easy to navigate through the app
CONSWhat i like least about the genesys cloud is the fact that it freezes some times and it some times takes long to run commands with a time lag of like 10 seconds
Hailey
Human Resources, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
FUNCTIONALITY
5
Reviewed December 2019
PureCloud
Purecloud has been helpful when I am out of the office. I also enjoy the fact that I receive an email when I get a voicemail. It includes the voicemail in the email which is very helpful if I need to send it to someone on my team to assist.
PROSThe I can use my cell phone as if I were on my office phone. I'm able to communicate with clients as if I am in the office while I'm on my cell phone; out of the office traveling, picking up my kids, etc.
CONSWhen my office phone is forwarded to my cell phone, it will only ring once, maybe twice before the call has already moved into my voicemail. If my phone is not right in or near my hand, I will miss the call.
Anonymous
501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed March 2021
User-friendly & Intuitve
I use this in a remote call center environment. It's great that it can be used via web browser or application - makes it flexible when I need to switch computers, etc. When I'm looking at reports, it can sometimes be tricky to see all of my subordinates and their details without individually clicking through each and every name, mostly because the side menu tabs keep taking over half the screen. For its direct purpose - handling calls - really no complaints.
PROSI think it's easy to use. I appreciate that you can use it via web browser or application. The menu icons make it easy for you to identify the tools you need. The live chat functions while on calls are extremely useful and easy to access.
CONSCalls often drop for no reason. The time-off tool is clunky - you have to tap through dates and times rather than just enter them manually which can take way too long. The sound quality of calls can be questionable in seasons. The evaluation element.