Genesys Cloud CX Reviews & Product Details

Flexibility in Orchestration: We’ve built custom call flows, wrap-up codes, and multilingual auto attendants that adapt seamlessly to our customers’ needs. The system is robust enough to manage six separate utility services while still allowing for personalization.

Real-Time Insights: Supervisors can track live service levels, adherence, and abandon rates in a way that drives immediate action. The ability to standardize reporting across channels has been invaluable.

Customer Satisfaction Integration: Launching CSAT surveys directly within Genesys provided measurable feedback that tied directly to agent performance and process changes.

Continuous Innovation: The platform consistently rolls out new features, keeping us ahead of industry trends without requiring costly add-ons. Review collected by and hosted on G2.com.

Learning Curve: The depth of customization means a steeper onboarding curve for new administrators. Without a dedicated orchestrator, it may feel overwhelming.

Email Module: While functional, email management can be less intuitive compared to telephony features and requires careful setup for routing rules.

Forecasting Sensitivity: Workforce forecasting is strong but still requires fine-tuning in environments with many overlapping service lines. Review collected by and hosted on G2.com.

It has a very simple interface which includes voicemails, chats, emails and social channels all in one place. Easier to manage calls and have all data. We can conference calls, can do bridge callings, integrate with other applications to make calls to clients. It connects smoothly with CRM tools and other systems. It is very easy to track performance and customer interactions. Review collected by and hosted on G2.com.

Since I have used this as admin, so some configurations while setting up the account can be tricky. It has some bugs like call dropping randomly at any time or sometimes the apps crashes in the middle of the call. It could be expensive for smaller organizations and also some features take time to understand and it is very vast. Review collected by and hosted on G2.com.

Having a Cloud platform with functionalities for digital and voice channels in the same suite, as well as Speech and shift scheduler, facilitates management for both administrators and supervisors. At the deployment level, it is very quick to implement the functionalities, and the stability offered by the product provides a lot of peace of mind as a customer. Review collected by and hosted on G2.com.

When you manage Contact Centers with a large number of agents and types of interactions, it is complicated to monitor activity in real-time since the views do not allow filtering by some fields and cannot be sorted by any field in the view. In case of an incident, the support is in English, and although in our case it is not a problem, it may be a difficulty for other companies. Review collected by and hosted on G2.com.

Genesys Cloud CX is an incredibly powerful tool. On the agent side, however, it is comfortable and easy to use. As an admin, I am thrilled with the Flow Architect, which allows you to design the most complex call, email, and workflow controls (and much more) with low-code. Since it has the history function, debugging errors has become a breeze. Additionally, I am impressed that with the combination of self-created data actions (encapsulated REST API functions) and the what-you-see-is-what-you-get script editor, you can customize a lot for the agents and provide additional functions even with low-code knowledge. The APIs are not only excellently documented, but you can also test them in a mask-supported way in the Developer Center before integrating them into a data action.

Speaking of documentation: It is super comprehensive for every feature in Genesys, almost seamless. I sorely miss that in other cloud programs.

Another important point: Genesys is incredibly robust. Both Genesys Cloud itself and the voice provider have such high availability that my nerves have been significantly less strained since switching to Genesys.

The system's interface openness and the app marketplace also enable a lot. Simply great.

Last plus point: Genesys is constantly evolving. New features are constantly being added. The community is also listened to, and suggestions submitted to the Idea Lab are regularly implemented. Top! Review collected by and hosted on G2.com.

I like to compare Genesys Cloud to a Ferrari with wooden seats: a lot of power under the hood, you can do anything you dream of with it, but sometimes it's terribly uncomfortable. For example, the script editor (an extension of the user interface for calls/emails/etc.) is very powerful, but exhaustingly cumbersome. It lacks, for instance, code assistance and code validation - both of which are excellently implemented in Genesys Architect. This leads to cumbersome research and cumbersome debugging runs.

You can also clearly notice the micro-service approach: the operating logic and user interface of many admin elements are not consistent. In some, the usability is excellent, in others unexpectedly cumbersome - without any apparent reason. To be fair, it must be said that Genesys is apparently working on unification.

But: I forgive Genesys every time anew because I always reach the intended goal in the end. Review collected by and hosted on G2.com.

It’s very simple to get used to, even for someone who is not very tech savvy. The call quality is good and the overall system is stable. We rarely face any major issues during work. It also helps in tracking performance and managing our Outbound and most importantly Inbound process smoothly. The UI is clean and most features are easy to find. Review collected by and hosted on G2.com.

Sometimes there is a bit of a delay when logging in. Also, the reporting dashboard could be made more flexible. And honestly need to have an option to use as in Dark mode which was previously present. Review collected by and hosted on G2.com.

Genesys Cloud CX has really transformed the way we handle customer interactions. It’s so much easier to manage all channels in one place, and the AI features save a lot of time by automating routine tasks. Our agents feel more supported, and customers get faster, more personalized service. Overall, it’s been a big step forward in both efficiency and customer satisfaction. Review collected by and hosted on G2.com.

Genesys Cloud CX is powerful, but it does come with a few challenges. The learning curve can be steep at first, and some advanced customizations require technical expertise. Costs also add up as you scale, and since it’s cloud-based, everything depends on having a reliable internet connection. Still, the benefits usually outweigh these hurdles. Review collected by and hosted on G2.com.

Genesys has been so helpful with our different projects specially in Voice Platform that is Cloud Based and can be accessed anytime and anywhere and is a great platform for Business Continuity. It has help our Business achieve its goals and clients are happy with the results. Review collected by and hosted on G2.com.

Some of the Solutions we need with regards to Voice Translation is not yet available in Genesys Cloud and we need another Solution to integrate it with. Review collected by and hosted on G2.com.

Genesys Cloud CX offers great flexibility, scalability, and an intuitive interface that makes managing customer interactions efficient and seamless. It can easily integrate with any third party system and is relatively easy to implement on a new customer. Review collected by and hosted on G2.com.

Honestly, it’s too good, it keeps raising the bar and making everything else look outdated Review collected by and hosted on G2.com.

The best part about genesys is that it gives you a detailed information about everything you do and records everything accurately and the interface is easy to understand and to use.

Genesys is a 10/10 product iwould definately recoment every company to use it. Review collected by and hosted on G2.com.

The only thing i dislike about genesys is that i cannot edit canned responses after chat.

there should be an option to edit the canned responses from the homw dashboard Review collected by and hosted on G2.com.

The ability to review a wide range of interactions and agent performance reports has been a major win for our Quality Management teams. Access to interaction recordings and transcripts has significantly enhanced their ability to monitor and evaluate performance. The out-of-the-box dashboards and reporting tools give supervisors and leadership real-time visibility into contact center performance, enabling quicker decision-making.

Frequent updates and feature releases mean we’re always benefiting from the latest innovations in customer experience, without waiting for major version upgrades. Review collected by and hosted on G2.com.

There are several key features our organization relied on in Genesys Engage that did not carry over to the Cloud product. While we understand that Engage and Cloud are not 1:1 equivalents, some essential telephony capabilities—common across most call centers—are noticeably absent in the Cloud offering. Review collected by and hosted on G2.com.