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What is Genesys Cloud CX?

Genesys Cloud is the next-generation, all-in-one cloud contact centre solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, social and more. An intuitive interface makes it easy to use. Rapid innovation ensures you'll exceed customer expectations today and tomorrow. Genesys Cloud is simply powerful and powerfully simple.

Who Uses Genesys Cloud CX?

Genesys Cloud is for everyone! Progressive IT and contact centre operations that prefer rapid delivery, all-in-one, cloud contact centre solution.

Genesys Cloud CX Software - 1
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Genesys Cloud CX Software - 4

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Reviews of Genesys Cloud CX

Average score

Overall
4.4
Ease of Use
4.4
Customer Service
4.0
Features
4.3
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Saskia
Saskia
Senior Director Sales Marketing in US
Verified LinkedIn User
Restaurants, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Improving the quality of service provided to customers.

5.0 8 months ago

Comments: 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.

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.

Verified Reviewer
Verified LinkedIn User
Telecommunications, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

8/10 product for now, as this product gets better will easily be a 10/10 product in the future

4.0 3 years ago

Comments: I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future

Pros:

It was easy to implement and start up. For my company as we had multiple software for our CRM, Genesys Cloud really made it easy as it is all in one software

Cons:

Some areas still need to be developed, such as the reporting and the Workforce Management addon

Sabrina
Systems Developer in US
Hospital & Health Care, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Detailed and Suitable Customer Assisting Platform

5.0 last month New

Comments: The determination that Genesys Cloud CX has in allowing customers give their mind effective and useful.

Pros:

Genesys Cloud CX has established accurate customer help, which brings an immediate live chat for customers.

Cons:

Genesys Cloud CX has nothing compromising in matters customer help.

Verified Reviewer
Verified LinkedIn User
Automotive, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Not a Big Fan

3.0 6 years ago

Comments: Overall, my experience with this software is mostly negative and I don't know if I'd recommend it to other companies who are looking for a reliable piece of software they can use everyday.

Pros:

Once you are familiar with the best way to search for calls and how to utilize a call page to get information then the software is easy enough to use. In terms of profile information for agents it works well. I think the Queue activity is a good function of the software and allows me to monitor the status of inbound calls easily enogh.

Cons:

I feel like I get inaccurate info with this product. For instance, the duration of calls is never accurate (I mean never). Many times the agent who actually conducts the call does not appear on the list when searching for a call and the timeline can be inaccurate too (not all the time though). My main issue with Purecloud's system is just how often it crashes. I rely on this system daily in order to monitor my agents and I will sometimes need to quickly jump into a call in order to gather info, only to ve given a message that the call data could nto be loaded. I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.

Genesys Response

6 years ago

Thank you for sharing your experiences of using PureCloud and I'm sorry you have had some issues. We cannot contact you directly as you have posted anonymously but we really would like to connect to drill down further into the points you have highlighted and see what can be done to improve matters. Please contact me directly at [email protected] (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth

fabio
Consultor IT in Brazil
Airlines/Aviation, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

spectacular

5.0 2 months ago

Pros:

easy to adaptacion for contaccenter agents

Cons:

some limitations in the chatbot, functionality continues to grow