1,417 Genesys Cloud CX Reviews
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.
What I like best about Genesys Cloud CX is its high availability and reliability, which are critical for our operations. The platform delivers a complete contact center solution with a seamless implementation experience. From day one, it allowed us to streamline our operations without major disruptions, and its ease of use made adoption across teams smooth and efficient. Integration with our existing systems was straightforward, saving us valuable time and resources. Additionally, the customer support team has been outstanding—responsive and knowledgeable. Review collected by and hosted on G2.com.
We’ve encountered some challenges with the reporting tools, data export formats, and the restricted options for exporting recordings. Specifically, the lack of efficient bulk export capabilities has posed constraints for certain auditing and compliance activities. Review collected by and hosted on G2.com.
Genesys Cloud CX continues to lead the market by evolving rapidly and launching innovative features. One standout is the newly released Co-Pilot, which significantly eases the workload for frontline teams. By offering real-time guidance, intelligent suggestions, and automated support, Co-Pilot empowers agents to resolve issues faster and more confidently enhancing both efficiency and customer satisfaction. Review collected by and hosted on G2.com.
Reporting Gap: Dashboard sync issues are common, which can lead to inconsistencies in agent status visibility during live monitoring. One limitation is the inability to download call and callback reports together, making it harder to assess total queue performance easily. Review collected by and hosted on G2.com.
Genesys is very reliable and stable, it has a large variety of solutions to the business and the support line is also very quick. Review collected by and hosted on G2.com.
The prices for the solutions are very high, so many times it is cheaper to integrate with an external solution than using the ones native from Genesys Review collected by and hosted on G2.com.
I like that we don't need to have any on premisses server, we just need to signup for the service and simple like this everything works. It doesn't depends on integrations and complex O.S. and software configuration. Review collected by and hosted on G2.com.
Sometimes it would be better if we could have access to the platform services and logs to troubleshoot better. Review collected by and hosted on G2.com.
ease of use. simple GUI. adaptable and reactive. can meet all needs when used correctly and make contact centre life simple. feature rich Review collected by and hosted on G2.com.
sometimes the need to update to new settings can come from nowhere. its great to have a constantly growing platform, however the release notes aren't the easiest to read and can be missed. due to this, some changes can cause concern amongst agents and managers Review collected by and hosted on G2.com.
Genesys Cloud strikes a balance between ease of use and functionality. I appreciate its powerful APIs, seamless integration capabilities, and flexible routing engine. The platform enables rapid configuration and iteration, providing a unified interface to providers a consistent experience for our agents, supervisors, and admins. Review collected by and hosted on G2.com.
Limited visibility into backend systems can make troubleshooting difficult. I often find that deeper logs or diagnostic tools would empower customers to resolve issues faster without relying solely on support. Review collected by and hosted on G2.com.
Genesys is the best application for the customer service to recieve the chats and calls. The interactions are super super user friendly. The feature includes Canned Responses, Chat and call history, time management and many more. I love working on Genesys due to super easy user interface. Everything is so clear and the best part is, with the very slow slow internet speed, it has minimum latency. It does not affect calls or chat as I have experience it personally and have discussed this with my fellow colleagues. I am lucky that I got the chance to work on Genesys. It also keep the schedule of your month with the timely reminders for that time. You can apply for leaves, approve them check the details of the profiles of your colleagues and lot more. . . Must try for the Customer Service LOB Review collected by and hosted on G2.com.
There is nothing to dislike about Genesys, as everything is at its best and I know the developers will keep on upgrading and transforming it to the best version of Genesys Review collected by and hosted on G2.com.
Genesys Cloud CX has every feature we need to provide excellent customer and employee experiences. It is easy for the team to use and allows us to make many of our own updates and modifications. Review collected by and hosted on G2.com.
Genesys Cloud CX requires a strong and consistent Internet connection. Any break in the connection will cause a call to disconnect. Review collected by and hosted on G2.com.
Genesys Cloud CX packs features that are simple to setup and use. We've always wanted to get outbound dialing working, it was a challenge on the old system because of software limitations. Within a short period of time we were able to get 192 people across 2 regions working on Genesys for inbound, outbound, dialer and SMS
It tightly integrates into Salesforce CRM, so every call made or received creates a task and the agent just needs to enter notes.
We've enjoyed 3 years of solid performance and excellent support from one of their partners Review collected by and hosted on G2.com.
There is not much to dislike about Genesys Cloud Review collected by and hosted on G2.com.
