--- title: Genesys Cloud CX Reviews meta_title: 'Genesys Cloud CX Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1556 reviews by the users' company size, role or industry to find out how Genesys Cloud CX works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 1556 scale: '5' date_modified: '2026-07-16' parent_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # Genesys Cloud CX Reviews **Vendor:** Genesys **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.4/5.0 **Total Reviews:** 1,556 ## About Genesys Cloud CX Genesys Cloud CX® is an AI-Powered Experience Orchestration solution that enables organizations to coordinate customer and employee interactions across every touchpoint. By connecting data, systems and workflows in real time, it helps businesses deliver more consistent, personalized experiences that improve loyalty, efficiency and overall business outcomes. The solution brings together AI; voice and digital engagement; intelligent routing and automation; workforce engagement management; and end-to-end journey orchestration in a single, unified cloud solution. Its open, flexible architecture allows organizations to integrate easily with existing systems, reducing complexity while creating a more connected experience across channels and enabling innovation without disruption. Organizations use Genesys Cloud CX to accelerate time to value through rapid deployment and easy-to-deploy capabilities, while reducing cost to serve with AI-driven automation. Real-time personalization and context-aware interactions help improve customer satisfaction, while native AI capabilities enhance agent productivity, streamline workflows and support faster, more informed decision-making. A unified data layer provides real-time insights and ensures seamless experiences across channels, eliminating silos and improving visibility across operations. Built-in AI governance supports secure, compliant and explainable adoption, which is especially important for regulated industries. Designed for enterprise scale, the platform delivers high availability, stability and security, with the scalability and flexibility to support global operations and evolving business needs while maintaining resilience. Genesys Cloud CX is widely used by organizations of all sizes to orchestrate personalized customer experiences at scale, improve efficiency, simplify the technology stack and drive measurable ROI. ## Genesys Cloud CX Pros & Cons **What users like:** - Users appreciate the **ease of use** of Genesys Cloud CX, streamlining operations and enhancing flexibility for their teams. (135 reviews) - Users appreciate the **innovative features** of Genesys Cloud CX, enhancing communication and collaboration effectively for their operations. (98 reviews) - Users value the **reliable cloud-based accessibility** of Genesys Cloud CX, enhancing business continuity and client satisfaction. (76 reviews) - Users commend the **efficiency** of Genesys Cloud CX, which enhances agility and streamlines operations across multiple channels. (72 reviews) - Users appreciate the **customization options** in Genesys Cloud CX, enhancing their unique routing and call flow requirements. (60 reviews) - Users value the **intuitive interface** of Genesys Cloud CX, enhancing ease of use and operational efficiency. (58 reviews) - Users praise the **excellent customer support** of Genesys Cloud CX, appreciating the assistance and resources available for smooth onboarding. (54 reviews) - Simple (52 reviews) - Flexibility (51 reviews) - Users value the **seamless integrations** of Genesys Cloud CX, enhancing their contact center capabilities efficiently. (51 reviews) **What users dislike:** - Users feel the **limited features** of Genesys Cloud CX require extra licenses, complicating usability and integration. (55 reviews) - Users are concerned about **missing features** in Genesys Cloud CX, specifically related to advanced functionalities and integrations. (53 reviews) - Users find the interface of Genesys Cloud CX to be **overwhelming and complex** , especially for newcomers navigating its features. (42 reviews) - Users find the **inadequate reporting** capabilities of Genesys Cloud CX frustrating, lacking customization and efficiency for complex needs. (38 reviews) - Users find the **steep learning curve** of Genesys Cloud CX challenging, with complex navigation and hidden features for newcomers. (37 reviews) - Complex Processes (35 reviews) - Users experience **limited customization** options, making it challenging to tailor Genesys Cloud CX to their specific needs. (31 reviews) - Users find the **limited default capabilities** of Genesys Cloud CX frustrating, necessitating expensive external integrations. (31 reviews) - Poor Reporting (29 reviews) - Users find Genesys Cloud CX to be **expensive** to configure, requiring technical expertise for optimal setup. (26 reviews) ## Genesys Cloud CX Reviews ### 1. Seamless integration with multiple communication channels **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2023 **What do you like best about Genesys Cloud CX?** Multi-Channel Integration. Voicemail notifications via Gmail. Video chat and chat features. **What do you dislike about Genesys Cloud CX?** There are no limitations or disadvantages for typical use cases. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys Cloud CX optimizes business operations increasing efficiency. Ongoing updates maintain system reliability, minimizing disruptions, and elevating the overall customer experience. ### 2. The Genesys Cloud CX Testimony. **Rating:** 5.0/5.0 stars **Reviewed by:** Veronica M. | Operations Manager , Mid-Market (51-1000 emp.) **Reviewed Date:** June 15, 2023 **What do you like best about Genesys Cloud CX?** This product has helped us to establish new way to build customer journey by taking into account live chats and phone calls. Through this, you can connect with another person through talk and call. All messages are connected to emails in the sense that you can retrieve and discover the discussions again. **What do you dislike about Genesys Cloud CX?** With this application, there's limitation of tools and reporting for those who are not operating within call groups. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Through this application, we upgraded immensely on the calls quality. It's now easier to manage high volume of call times and same time dissect how users use their time throughout the day. ### 3. One of the best tools that enable us to respond quickly to customer requests and inquiries. **Rating:** 5.0/5.0 stars **Reviewed by:** Carrie M. | Group Talent Acquisition Lead, Retail, Enterprise (> 1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Genesys Cloud CX?** Genesys Cloud CX is easy to set up and use and helps us in our daily work by providing us with a full suite of premium tools to support our organization's live chat services on our website. I love how Genesys Cloud CX sorts and distributes emails by specialty so that team members can respond directly. The dashboard allows us to track customer tickets better because Genesys Cloud CX shows in real time which tickets the business team handles now and all the activities that have been done to find solutions. I appreciate that the Genesys Cloud CX system prevents visitors from sending many meaningless tickets and using bad words while chatting. It's excellent that Genesys Cloud CX allows us to invite visitors to speak while browsing our website, as this increases their engagement with our offerings and enhances our ability to attract new customers. **What do you dislike about Genesys Cloud CX?** Except for the relatively high price (although it's worth it), nothing to complain about, and Genesys Cloud CX only needs a short learning time for a new member to figure out how to use it properly. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys Cloud CX enabled us to reach new customers, as most website visitors are afraid to use live chat to inquire and request information. However, with the high-quality capabilities of Genesys Cloud CX that allow us to capture visitors to our website, we were the initiators to ask them questions and chat with them and inform them about Our latest offers, which they greatly appreciated. ### 4. Genesys cloud platform is extremely user friendly and easy to understand **Rating:** 4.5/5.0 stars **Reviewed by:** Ruby S. | C, Enterprise (> 1000 emp.) **Reviewed Date:** May 04, 2022 **What do you like best about Genesys Cloud CX?** user-friendly, Blind transfer feature in case mistakenly I have answered incorrect interaction. We can also track Queue activity, interaction, and place test calls.Email preview app is also awesome feature **What do you dislike about Genesys Cloud CX?** In-queue callbacks are not listed anywhere in home page. We tested interaction transfer from Czechia to Slovak but in the case of blind transfer between the country agent, the language is not updated **Recommendations to others considering Genesys Cloud CX:** user-friendly, Blind transfer feature in case mistakenly I have answered incorrect interaction. We can also track Queue activity, interaction, and place test calls. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Seamless consumer experience. we need less time to upskill people on the platform. Segment tracking has made our life easier to track and understand our consumers better. ### 5. Very robust system **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** October 11, 2023 **What do you like best about Genesys Cloud CX?** What I like best is that it is always growing and expanding. The system is easy to set up and use. Feature packed. **What do you dislike about Genesys Cloud CX?** Sometimes features are released lacking basic functionality. Not sure if it's developers not communicating with end users or features being rushed but it has been more prevalent lately. **What problems is Genesys Cloud CX solving and how is that benefiting you?** The main thing it solves is that it lets us do many things in one system rather than several and integrates with our other systems such as Dynamics 365. ### 6. My experience with Genesys Cloud CX **Rating:** 4.5/5.0 stars **Reviewed by:** ram b. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2023 **What do you like best about Genesys Cloud CX?** It's an excellent cc platform. It helped us a lot during the pandemic. It's highly customizable and solves a variety of problems. It has all options in call, email, and text, and due to this, we were able to collaborate during the pandemic as well. **What do you dislike about Genesys Cloud CX?** It's very good, but you cannot integrate it with other prominent software which was a letdown for us. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Like every other software, it has some letdowns, but it acted as a very usable software during the pandemic and helped us to be as productive as we were in the office. ### 7. Great use of the all day software. **Rating:** 4.5/5.0 stars **Reviewed by:** Monika S. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 19, 2023 **What do you like best about Genesys Cloud CX?** This software uses easy types of RPO. Help to email marketing. 1. email. 2. services. 3. integrations. All services have been unique to Genesys cloud cx. all member ratting 5 out 5 star. **What do you dislike about Genesys Cloud CX?** Genesys to be used easily but price no an eco friendly. 1. platform bugs have been showing. 2. please improve the error. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys Cloud all features have been great work easily all tools are the mange like. 1. autodialer. 2. chatbots. 3. email management. 4. customer support. All service has been speedily working. Or growth for the business quickly. ### 8. Making customer experience better. **Rating:** 4.5/5.0 stars **Reviewed by:** Risper K. | Network Security Engineer, Hospitality, Enterprise (> 1000 emp.) **Reviewed Date:** June 20, 2023 **What do you like best about Genesys Cloud CX?** •Channels like email,chat and voice has improved customer interactions. •It has promoted business growth as they can get feedbacks from customers with ease, therefore leading to service improvement making it a productive tool. **What do you dislike about Genesys Cloud CX?** Disliking the software won't be easy as it's developing rapidly and optimizations are done regularly,hoping that in future it will be even more reliable than now. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It's a good tool for businesses that appreciate having interactions with there customers,by doing that productivity is achieved. It also has a good and open documentation center. I liked its features too. ### 9. A great contact centre platform tool **Rating:** 5.0/5.0 stars **Reviewed by:** Sudhir S. | Second Vice President, Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** March 07, 2023 **What do you like best about Genesys Cloud CX?** Genesys Cloud CX is one of the simplified tools for implementation and management as an administrator. The tool's performance is flawless regarding its capability and scalability. Of all the various features of the applications, I like its call logging facility. **What do you dislike about Genesys Cloud CX?** Perhaps one of the things that I don't like about Genesys Cloud CX is it's limitation to have segments on a particular license. This not only creates a bit of a drawback when using multiple segments but also restricts the enhanced use of the application. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys Cloud CX is managing end-to-end contact centre flows for us. The support would include telephony cloudification, AI Bots interface, etc. It also stores the audio recordings of the calls made, which could be accessed later on when required. The overall experience of this tool has been excellent and we have been able to support our clients. ### 10. Best chat application for Business **Rating:** 5.0/5.0 stars **Reviewed by:** Umesh M. | Deputy Manager, Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** January 05, 2023 **What do you like best about Genesys Cloud CX?** The messaging flow is good in Skype for Business. Skye for business shows the colleague profile, roles, and team details instantly by hovering over the name which gives a clear understanding of the person whom with you are communicating. **What do you dislike about Genesys Cloud CX?** Each chat with a new person opens a new window of chat. Sometimes it becomes hard to track all the conversations and identify the key elements. Consolidations of communications in a single window would help. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Skype for business helps me in making instant messages to colleagues across teams and divisions. It helps me to connect, and share files, and records, and it makes communication easy and smooth. We get to understand the availability of the person by looking at the status of the person also and plan accordingly. ### 11. Great service management tool **Rating:** 4.0/5.0 stars **Reviewed by:** Gustavo R. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2023 **What do you like best about Genesys Cloud CX?** Ease in managing interactions and agents. Full service monitoring. **What do you dislike about Genesys Cloud CX?** High cost for the license and difficulty with technical support service **What problems is Genesys Cloud CX solving and how is that benefiting you?** Improved service management for customers, enabling real-time management visibility for management. ### 12. Genesys Cloud for call center and notification management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** October 17, 2023 **What do you like best about Genesys Cloud CX?** It is a great solutions for both call center and notification management. A one for all platform to manage communication with customers ranging from ANI, email/sms flow, notification template management, reporting,.... **What do you dislike about Genesys Cloud CX?** There is a limitation of how many notification can be setup under one unit. **What problems is Genesys Cloud CX solving and how is that benefiting you?** We got simultaneously response for every single requests therefore it is easier to manage what sent to customer. ### 13. Flexible omni-channel telephony and chat tool **Rating:** 4.0/5.0 stars **Reviewed by:** Grant D. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 07, 2023 **What do you like best about Genesys Cloud CX?** The ability to easily create phone queues for inbound customer calls. Configuration by priority and ability to manage changes in volume throughout the different Account Receivable cycles across multiple languages. **What do you dislike about Genesys Cloud CX?** Occasionally voice quality is not excellent, and sometimes as a user, I will be logged off without warning. Sometimes when switching between headset and laptop mic/speakers, I need to indicate manually **What problems is Genesys Cloud CX solving and how is that benefiting you?** We use it for internal chat between team members. Its the primary telephone tool for receiving calls from external and internal sources. We also integrate credit card payments to our merchant accounts ### 14. Best application for business connect with colleagues and clients **Rating:** 5.0/5.0 stars **Reviewed by:** Avneet K. | Client Services Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** December 22, 2022 **What do you like best about Genesys Cloud CX?** Have been a skype user for 6-7 years. It is the most efficient and quick way to connect with employees and clients. It has a quick group creation facility, and the voice calls are quiet clear as well. **What do you dislike about Genesys Cloud CX?** Sometimes the skype window hangs and closes on its own when the update comes. So once in 3-4 months, my ongoing calls shut down due to the update. Rest everything else is perfect with the app **What problems is Genesys Cloud CX solving and how is that benefiting you?** Skype made our work from home easy. We could schedule group video calls and record calls as well. The voice and video clarity are always great. So for two years of the pandemic, my organization never thought of switching to another app for in-house communications because of the excellent efficiency and effectiveness of skype for business. ### 15. "Great work to the genesys cloud CX" **Rating:** 5.0/5.0 stars **Reviewed by:** vivek k. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2023 **What do you like best about Genesys Cloud CX?** Genesys cloud cx dashboard interface is so easy. All service and function excellent work quickly help customer support all working days easy respond. **What do you dislike about Genesys Cloud CX?** I have no longer disappointed with the Genesys cloud cx. All good easily maintain and adequately work. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys clod cx auto dialer help to the bussines problem reslove or chatbots and smoothly work like all slarge rpo outbond and inbound processing so easily mantain live chat facility is also work. email mangment all kind of the work help. ### 16. Genesys cloud CX excellent tool **Rating:** 4.5/5.0 stars **Reviewed by:** Nikesh K. | Principal Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** March 07, 2023 **What do you like best about Genesys Cloud CX?** I really liked - Great flexibility, Easy to configure and Use, and the best is Reliability. I bet more on Simplicity as its easy to Co figure and Use. However Reliability should be consistent. **What do you dislike about Genesys Cloud CX?** I like Genesys team to improve on their Reliability and better dashboards. The next will be better Learning modules and practice sessions having lots of real time issues discussed. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Providing excellent Contact Centre platform for our key customers and ensuring the best Return On Investment it's giving them. Many customers applaud us for this implementation proudly. ### 17. Skype for Business Media **Rating:** 5.0/5.0 stars **Reviewed by:** kamru j. | Digital Marketing Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 05, 2022 **What do you like best about Genesys Cloud CX?** I'm involving Skype for the Business apparatus for my business introductions and clarifications over screen sharing. Skype for business is exceptionally simple to introduce and utilize. Skype client authentification is one of the great elements which permits just approved people to get to something similar. These days security has turned into a central issue and this verification guards my business information. **What do you dislike about Genesys Cloud CX?** The new message to a recharged individual is a piece loosened. Expect I want to message a reestablished individual, and it won't open the window immediately, we click on it on different events thinking the data is non-responsive, but suddenly it opens various windows of a comparable person's discussion, this happens once in a while and can be settled. Skype migration and coordination with various gadgets were all things considered hard tasks for me. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Skype for Business helped me with communicating with my clients across places really, which was a mind-boggling help. It helped me with consolidating cross stages like MS Perspective and Gatherings, as it assisted me with get-together plans, shows, messages, and studios everything so revised and on time. The helpful thing is I can use a comparative on my workspace, PC, tab, and phone, at my straightforwardness and my solace. ### 18. Review of Genesys Cloyud CX **Rating:** 4.0/5.0 stars **Reviewed by:** ayush s. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2023 **What do you like best about Genesys Cloud CX?** its an amazing platform for group connection. It allows us to use chat email call under one application and it is also completely reliable as well. It has improved our work agility. **What do you dislike about Genesys Cloud CX?** Although it works excellently, few changes would make it good. Like reports which are generated are confusing and call quality also drops sometimes. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It provides us to manage call chats and email under one suite it saves our time and enhances our work. ### 19. My insights about Microsoft Azure Active Directory **Rating:** 4.5/5.0 stars **Reviewed by:** Nadeeka H. | T2 Support Engineer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 10, 2023 **What do you like best about Genesys Cloud CX?** I've been using Microsoft Azure AD for a few years now, and it's been fantastic. It's very cutting-edge, and it's easy to integrate with a lot of the tools I already use, from marketing to analytics. Typically, I'd have to deal with data silos and platforms on a daily basis, but this tool makes it easy to plug everything in. And there are so many resources and support available, which is great. If you're looking for a powerful, easy-to-use tool, I highly recommend Microsoft Azure AD. You won't be disappointed! **What do you dislike about Genesys Cloud CX?** Azure has a lot to offer, but it can be hard to actually get to the maintenance area where you can start working. The sheer number of tools, services, and functionalities makes it difficult to navigate and get to the right place. As a Support Engineer, I can speak on behalf of the IT infrastructure department and say that this is a common complaint. Azure accomplishes its goal, but it's overly complicated to use. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Typically, I'd have to deal with data silos and platforms on a daily basis, but this tool makes it easy to plug everything in. And there are so many resources and support available, which is great. AD provides easy-to-use tools for creating and managing user access, as well as configuring and monitoring the network. It's designed to make it easy for administrators to quickly manage user access and network permissions. ### 20. Incredible Experience with SKype **Rating:** 4.5/5.0 stars **Reviewed by:** Kusum B. | Affiliate Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** November 23, 2022 **What do you like best about Genesys Cloud CX?** It is separate platform where we make business contacts. We can chat with them and schedule meeting with the help of skype calls. Overall best experience with skype. You can do free video calls on skype. Also you ca screen with other person. **What do you dislike about Genesys Cloud CX?** Sometimes people calls on skype without any permission... which disturbs us. Also, some people do spam messages on skype. One more thing we can't find people on skype easily. Sometimes we are unable to find some skype ids. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It is a two-in-one platform where you can chat and schedule meeting via voice or video calls. You can share files, pictures, videos, gifs etc. You can also share screen on video calls, so no need to download another app for video confressing. ### 21. Easiest app for client communications **Rating:** 4.5/5.0 stars **Reviewed by:** Anjali S. | Manager - Affiliates, Small-Business (50 or fewer emp.) **Reviewed Date:** November 30, 2022 **What do you like best about Genesys Cloud CX?** - been using it for 7 years - it is easy to create groups and schedule calls among those groups and individuals - It automatically fetches contacts from my phonebook and helps me connect with individuals. - the voice quality during video and audio calls is great - chat emojis are fun to use. **What do you dislike about Genesys Cloud CX?** sometimes I am automatically added to groups that I left a few months back and then after 10-15 mins the group automatically disappears so i think there is some technical glitch in this part **What problems is Genesys Cloud CX solving and how is that benefiting you?** - helps in easy communication, and audio and video call for my business. - the gifs and emojis help me express myself in a better way and also make work fun. - the ease of searching a message or keyword is quick enough. ### 22. Single click to create a ticket without any hassle with complete issue raised by the customer. **Rating:** 4.5/5.0 stars **Reviewed by:** Ganesh M. | Account Manager - North America, Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2023 **What do you like best about Genesys Cloud CX?** I had a different tool in the past wherein I had to log in and write everything again or copy/paste what the customer said. With this integration, I need to click on "Create a ticket," and boom, the ticket is created with all the information shared by the customer. **What do you dislike about Genesys Cloud CX?** Overall I'm happy with the integration, but I feel if I raise a single click ticket, then I should be able to track it, which I can't, or maybe I don't know because working on Zendesk is one part of my day, not core work, but that's not a dealbreaker, and this is not something that I can't live with it so overall not a big deal. **What problems is Genesys Cloud CX solving and how is that benefiting you?** I'm a part of the account management team, and I don't want to spend my productive time tracking or spending much time creating the tickets n all, so this integration saves time, and a single click is fantastic. ### 23. Best CX Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Timmyleh P. | Support Team Lead, Enterprise (> 1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Genesys Cloud CX?** Genesys Cloud CX is very useful in managing our customer service hotline. Since everything is stored in the cloud, it's seamless and does not lag. Lastly, it's user-friendly and then easy to navigate. **What do you dislike about Genesys Cloud CX?** At the moment, I have not seen nor experienced any issues in using Genesys Cloud CX. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Call queue management - it allows customers the option to request a callback from a specialist so that there is no need for the customer to stay on the line. ### 24. Genesys Cloud CX Review **Rating:** 4.0/5.0 stars **Reviewed by:** Phatana S. | Enterprise (> 1000 emp.) **Reviewed Date:** March 29, 2023 **What do you like best about Genesys Cloud CX?** The upside of working with Genesys Cloud CX is not for every 2-3 years. The new versions will be auto-updated in the cloud for you. **What do you dislike about Genesys Cloud CX?** Like other things in the cloud, there are latency on some days and sluggishness. **What problems is Genesys Cloud CX solving and how is that benefiting you?** The Genesys Cloud CX is solving lots of end user issues. The benefit is to solve these issues, no logs are required to upload to support. Support already has them ### 25. Highly competitive product. Easy to use, stable and full of features. **Rating:** 4.5/5.0 stars **Reviewed by:** Nicole W. | Enterprise (> 1000 emp.) **Reviewed Date:** March 22, 2023 **What do you like best about Genesys Cloud CX?** Ease of use. We were able to transition 4 companies, 10 lines of business, 275 queues and 3,300 users to the system in 18 months. This included multiple CRM integrations. **What do you dislike about Genesys Cloud CX?** Support is challenging. They often have to escalate to their dev teams and tickets sit open for months. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Allows us to collapse multiple omnichannel platforms into one, while allowing us the flexibility to quickly bring enhancements and new functionality to the business. ### 26. Genesys a truly cloud contact center solution **Rating:** 4.0/5.0 stars **Reviewed by:** Vipin K. | Lead Cloud Engineer Collaboration & Contact Center, Enterprise (> 1000 emp.) **Reviewed Date:** March 22, 2023 **What do you like best about Genesys Cloud CX?** One-stop shop for all your contact center needs. Genesys' consultative approach toward solution deployment and its constant innovation are worth noting. **What do you dislike about Genesys Cloud CX?** Limited availability for the telephony solution, however, they complement it nicely with their strong BYOC solution. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Ours is a global deployment servicing our customers across omnichannel platforms. We are heavily invested in the Genesys CX solution and could see enhanced customer experience from the day we went live with the solution. ### 27. Genesys is an excellent system for communication. **Rating:** 5.0/5.0 stars **Reviewed by:** Rafael A P. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 14, 2023 **What do you like best about Genesys Cloud CX?** I like that it has a good interface and shows the traceability of the dialed numbers even if they don't have a call duration. And it shows the different attempts. **What do you dislike about Genesys Cloud CX?** currently I don't like that, you must place the + and the country code. because in my system it is preset for MX **What problems is Genesys Cloud CX solving and how is that benefiting you?** We have had an improvement in communication because we use the system that allows us to validate if the collaborators are truly performing call tasks. ### 28. Delivering superior customer experience using Genesys Cloud CX **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 17, 2023 **What do you like best about Genesys Cloud CX?** The tool has helped us in improving our customer experience. The chatbot feature in the tool enables self-assistance. This has been really helpful in our case. The real-time reporting of data from the tool has helped us in delivering personalized customer experience. **What do you dislike about Genesys Cloud CX?** The tool has multiple features and functionalities which might take some time for the users to get acquainted. But it is very easy to work with once you get used to it. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys Cloud CX is helping us in improving our customer experience by connecting with the customers and delivering personalized communication to them. This has really improved our customer service ability. ### 29. Pleasantly Satisfied with Genesys Cloud CX **Rating:** 4.0/5.0 stars **Reviewed by:** Nicholas T. | Enterprise (> 1000 emp.) **Reviewed Date:** March 28, 2023 **What do you like best about Genesys Cloud CX?** I like the ease of customization and integration. We were able to integrate with our CRM and other systems in house without consulting. **What do you dislike about Genesys Cloud CX?** The post-sale and ongoing support leaves much to be desired. For every issue, an engineer needs the same long lead time to get up to speed on our environment. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Omnichannel communications is 100% enabled with Genesys, including all the data integration points for our entrprise. ### 30. Genesys Cloud CX review **Rating:** 4.0/5.0 stars **Reviewed by:** Nikhil S. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 16, 2023 **What do you like best about Genesys Cloud CX?** It offers a range of features such as interactive voice response (IVR), automatic call distribution (ACD), and workforce optimization (WFO) to help businesses manage customer interactions more efficiently. **What do you dislike about Genesys Cloud CX?** Difficulty getting adequate support from Genesys, including long wait times and unhelpful responses, along with limited integrations with other software and services, making it difficult to integrate with existing workflows. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It benefitted in managing inbound and outbound contact center operations, including voice, email, and chat thus making it easier to provide customer support and services. It was also helpful in managing sales and marketing campaigns along with lead management. Since this provides real time reporting, it makes life easier in understanding CX interaction ### 31. Mostly suits our business needs **Rating:** 4.0/5.0 stars **Reviewed by:** Natalie C. | Senior Operations Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2023 **What do you like best about Genesys Cloud CX?** A lot of consolidated tools in one program **What do you dislike about Genesys Cloud CX?** The transcription needs more work. Either the word is incorrect or there are too many ellipses. **What problems is Genesys Cloud CX solving and how is that benefiting you?** We can see agent activity - real time and historical as well as their productivity. We can track topics and trends of our customers, we can put people on the queues they need to be on. ### 32. Zendesk is a simple way to connect with customers **Rating:** 5.0/5.0 stars **Reviewed by:** Ariana T. | Customer Care Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** October 06, 2022 **What do you like best about Genesys Cloud CX?** What I like most about Zendesk is being able to connect with customers in a simple way. It allows you to organize your tickets based on if a customer responds if you're waiting to connect with your team, and if you need to respond to someone. Besides organization, Zendesk allows you to leave notes in the ticket to reference later on if you need to come back to the ticket or if your coworkers need additional information if they're working with the same customer. I also enjoy being able to use the Zoom feature within Zendesk. It allows me to send a link to a customer immediately if I'm on the phone with them, so we can do a screen share, allowing for a quicker resolution to a customer's problem. One other thing I like is that I can view my Google Calendar notifications while I'm in Zendesk, which notifies me of my breaks and meetings that are coming up. **What do you dislike about Genesys Cloud CX?** I don't believe there are any downsides to Zendesk that I've experienced so far. Sometimes when linking an escalation via Jira, and submitting the ticket as on hold, the linked Jira escalation will not save, even though I've clicked save. Although, I do like that I can easily access other applications within Zendesk when I need to. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Zendesk allows me to communicate with customers quickly and efficiently. It allows me to take notes, which is beneficial when I need to reference them later on when responding to customers or if my coworkers need to reference the notes for communication with the same customers. ### 33. Genesys provides a friendly interface **Rating:** 4.5/5.0 stars **Reviewed by:** Dana H. | Shopping Experience team leader, Mid-Market (51-1000 emp.) **Reviewed Date:** October 26, 2022 **What do you like best about Genesys Cloud CX?** As Customer Relations and Call center leader I'm very satisfied with how easy to me and the team to use the platform which is not complicated at all and how flexible is to make amendmens and add features to it based on the business requirments. **What do you dislike about Genesys Cloud CX?** What i dislike the most is the luck of options to customize a report. So sometime i have to do it manually. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys is felxible and very helpful with us in regards if doing changing and adding features to the platform based on our business requirment. ### 34. Best authentication and policy deployment tool **Rating:** 5.0/5.0 stars **Reviewed by:** Abdul G. | System Administrator, Insurance, Enterprise (> 1000 emp.) **Reviewed Date:** January 31, 2023 **What do you like best about Genesys Cloud CX?** we deployed in 2019. we have different policies like password policy and external device blocking and internet net settings and logon batch to improve many things like system startup time and IP Address of client. so we are delighted to use it **What do you dislike about Genesys Cloud CX?** just one thing that we have faced in the password policy complexity we required all requirement but Active directory accept 3 conditions other wise have no problem. **What problems is Genesys Cloud CX solving and how is that benefiting you?** authentication and deploying policies blocking devices monitoring user activating like startup time and shutdown time and also logon bat applying many requirements ### 35. Effective Cloud Based product **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** December 15, 2022 **What do you like best about Genesys Cloud CX?** I have been using the platform for over 4 months as an outbound calling platform for about 30 folks. As someone with very little IT/DEV experience, I found it relatively easy and straight-forward to become familiar with the platform. I am able to build lists, campaigns, and create queues easily. Onboarding new folks is relatively simple as well. I do love that I get updates weekly on new features and enhancements made to the platform. Already there have quite a few improvements and additions our organization is able to use. **What do you dislike about Genesys Cloud CX?** We had an implementation partner that didn't provide the best initial experience to us, and it seems rather difficult to get the proper support when we need it. We usually have to request multiple times in an email chain to get someone to hop on the phone with us and review an issue. Seems like our support partner would rather send emails than quickly chat. Additional, more product-specific, dislikes would be the amount of time to connect a rep to a call when making outbound dials and having automatic voicemail detection turned on, along with not being able to access call recordings for calls made from the collaborate mobile application. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It allows us to outbound reach our extensive lists of prospects effectively and in a time-efficient manner. This helps us increase the number of prospects we can communicate with daily. ### 36. Genesys Cloud CX Exceeds Expectations! **Rating:** 5.0/5.0 stars **Reviewed by:** Hao P. | CTI and Reporting Lead, Enterprise (> 1000 emp.) **Reviewed Date:** September 29, 2022 **What do you like best about Genesys Cloud CX?** Genesys Cloud CX helps our support center agents provide exceptional customer experience through journey mapping and other actionable insights. Genesys Cloud CX comes with a Quality Manager out-of-box, eliminating the need for a separate quality management solution from a different vendor. Another helpful tool that benefits our IT teams is the ability to identify the root causes of service issues quickly. Finally, we could integrate our Genesys Cloud solution with ServiceNow, MS Teams, and Salesforce Cloud CRM using Genesys Cloud's API with little customization. **What do you dislike about Genesys Cloud CX?** There is one aspect of Genesys Cloud CX that I do not like is the historical reporting. With Genesys Engage, I can generate months of data at a time in Interactive Insights without the report failing or timed out. However, with Genesys Cloud CX, I cannot create reports greater than three weeks at a time due to row limitations. The only workaround is to run a report multiple times with different date ranges. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys Cloud CX helps us improve our customer experience through the available journey mapping. Dashboards and views also provide us with real-time insights into the health of the contact centers, such as agent performance and queue performance. If anything, Genesys Cloud CX provided us with analytics that we did not have with Genesys Engage. ### 37. The biggest disappointment I've had working with Genesys Cloud is in the area of DevOps. **Rating:** 4.0/5.0 stars **Reviewed by:** Simon K. | Master Voice Developer/Strategist, Enterprise (> 1000 emp.) **Reviewed Date:** January 25, 2023 **What do you like best about Genesys Cloud CX?** Their user interface for creating Bot flows is great. Relatively intuitive and fairly easy to use. **What do you dislike about Genesys Cloud CX?** I think the folks over at Genesys Cloud don't understand DevOps. Deployments are absolutely NOT automated. Everything is manual. Export a flow, import to a new flow, and change all the references from Dev to Prod. It's quite unfortunate. Otherwise, the product is great. I just wish we could automate deployments. **What problems is Genesys Cloud CX solving and how is that benefiting you?** We use it mainly for its IVR capabilities, but have recently started using it for its voice bot capabilities, which are actually reasonably good. ### 38. Genesys Cloud user for 12 months **Rating:** 4.0/5.0 stars **Reviewed by:** Riyaz K. | Enterprise (> 1000 emp.) **Reviewed Date:** February 27, 2023 **What do you like best about Genesys Cloud CX?** reporting and dashboards. CX weekly improvements and messaging, voice and echat handling. WFM scheduling has improved greatly in the last year. **What do you dislike about Genesys Cloud CX?** Email handling is subpar. Other negatives include a workbin functionality with task list, but these are in the development timeline (actually in beta). Annual leave (timeoff) is also still very below par, and there was better functionality in our previous, very old WFM software. Exception scheduling is also yet to match functionality of our old product. A centralised 'master' published schedule is still not available for administrators. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Conversation threading where emails can be joined by sender, with conversation history. Ease of handling open/close times, emergency messaging and data tables. ### 39. Easy to use and integrate **Rating:** 4.0/5.0 stars **Reviewed by:** Gopal S. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 07, 2023 **What do you like best about Genesys Cloud CX?** We integrated GCCX on our core platform quickly and without much deviation from our core team's bandwidth. Our customer engagement and agent optimization have surprisingly gone very high and ensured we hear all our customer's voices. Our overall critical business process improved. **What do you dislike about Genesys Cloud CX?** Sometimes support from the technical team takes a lot of time while we integrate something critical. There could be an easy predefined summarized report section for the top-level teams to evaluate certain task. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Effective inbound call management to engage with a potential customer and convert inbound queries/leads to sales opportunities. IVR, and Streamline call routings are a few services that worked in our favor. ### 40. Genesys CX - great contact center software. **Rating:** 5.0/5.0 stars **Reviewed by:** Thomas B. | Enterprise (> 1000 emp.) **Reviewed Date:** March 28, 2023 **What do you like best about Genesys Cloud CX?** Genesys CX has an "easy use" admin UI combined with being API first. This makes development and implementation much easier than other platforms. **What do you dislike about Genesys Cloud CX?** I wish there were more options for phone templates, or hard phone offerings that can be self provisioned. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It is our solution to "single pane of glass" for all of our different lines of business. ### 41. Best in Class for CX **Rating:** 3.5/5.0 stars **Reviewed by:** Sandeep S. | Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2023 **What do you like best about Genesys Cloud CX?** Genesys Cloud CX is one of the most cutting edge cloud based product that paves the way for best-in-class customer experience. This has opened the door for seamless collaboration and serve streamlined customer experience **What do you dislike about Genesys Cloud CX?** Sometimes the integrations with cloud telephony softwares gives a blip, and also it is a tad complex to make your collegues get a hang of the product. But once someone understands this, it's simple **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys Cloud CS solution helps us to effectively track and analyse the calls and maintain call volumes as the solution doesn't crash under high data volumes. This helps in quick turn around for improving backend processes ### 42. Sr director ops **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Genesys Cloud CX?** AI routing and agent assistance along with integrated omnichannel communications via the interaction desktop. Enhancements to the ICBM that allow business leaders to manage their teams metrics. **What do you dislike about Genesys Cloud CX?** Well technically we are not on the cloud yet. We are on the old I3 but starting the upgrade on July 11th. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Agent efficiency ### 43. It's a very easy system to use. **Rating:** 4.5/5.0 stars **Reviewed by:** Giovana B. | Analista de Ativação e Educação Jr, Small-Business (50 or fewer emp.) **Reviewed Date:** March 07, 2023 **What do you like best about Genesys Cloud CX?** allows you to make calls and view the history of interactions. In addition, it is possible to set statuses for when you can or cannot answer and allow you to forward services to other queues. **What do you dislike about Genesys Cloud CX?** Sometimes the system becomes unstable and it is necessary to contact someone specific in the IT area. When it comes to instability, it's not something that anyone knows how to solve. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It allows for more practical and effective communication with the customer, without relying solely on e-mails and online chats. In addition, if you need to recount a specific customer, you can do so with ease. ### 44. A wonderful trip **Rating:** 5.0/5.0 stars **Reviewed by:** Raul F. | IT Manager Contact Centers, Enterprise (> 1000 emp.) **Reviewed Date:** October 06, 2022 **What do you like best about Genesys Cloud CX?** In these 2 years with Genesys Cloud everything has been advantages, from Go Live to today everything has been evolving day after day. **What do you dislike about Genesys Cloud CX?** In this section I cannot comment much, we come from legacy platforms and the change to Genesys Cloud has been all advantages both at a technical level and at an operational functional level. **What problems is Genesys Cloud CX solving and how is that benefiting you?** In our case, having all the channels on the same platform has given us a leap in customer service. The native integration with salesforce also gives us the 360 view of the client that we have been looking for for so long. Finally, having everything in the same interface makes us be agile and fast on the day. Having WFM, Surveys and QA services within the same system makes work easier and we provide a very high quality to our clients. ### 45. Genesys Cloud **Rating:** 4.0/5.0 stars **Reviewed by:** Jason L. | Workforce Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 26, 2021 **What do you like best about Genesys Cloud CX?** I like the idea of having everything in one place. While there are some features that need some work, Genesys has been receptive to our feedback and is working on improvements. **What do you dislike about Genesys Cloud CX?** I feel like this product is still in the early development phase as some critical pieces of functionality aren't yet available or do not function properly. One such example has to do with the alerting process. If you set an alert to notify you when a call is waiting for "X" amount of time, you don't receive that alert when the call in queue reaches that threshold. Instead, you get the alert after the call that met the threshold is completed. The good news is that many of those critical pieces are on the roadmap or being researched. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Previously we were only able to take inbound and make outbound calls. The Genesys Cloud solution allows us to use chat, email, dialer, etc., all in a single application. Genesys also offers the ability to do call quality in the same system. However, we feel the scoring system needs to be improved before we can use it fully. When we have everything up and running, it will be a one-stop shop for our agents. ### 46. Easy to train and user friendly, reliable platform. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 11, 2021 **What do you like best about Genesys Cloud CX?** The system is very easy to train staff especially new users that are just starting the company. Its flexibility and a vast array of integrations available make it the perfect choice. There are also lots of documentation and resources that are available which have been built by admins with a dev background. Overall we love the interface, how easy it is to use and train, and the services provided, by far the best we've used. **What do you dislike about Genesys Cloud CX?** Although the online support and knowledge base is excellent, sometimes you just need a quick way of phoning someone from support quickly and not having to jump through a few hoops to get there. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Onboarding of staff with less experience, thanks to their knowledge-based and how easy it is to use and train others. Saves time and money! ### 47. Amazing Platform for call center tech setup. **Rating:** 5.0/5.0 stars **Reviewed by:** Himanshu S. | Solutions Architect, Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2023 **What do you like best about Genesys Cloud CX?** The Tech Support of the platform is the best part of the product. The team is fantastic, and the turnaround time for the issue is short. The interface is ergonomically suited. **What do you dislike about Genesys Cloud CX?** The analytics part of the tool can be more comprehensive, and the detailed reports of the employee can be made more elaborative. The channel change, like from message to call, has some few lags. **What problems is Genesys Cloud CX solving and how is that benefiting you?** The best feature of this product is the multiple channels through which we can reach the customers using a single platform. Analytics is another aspect that is of great use. ### 48. Genesys cloud migration **Rating:** 5.0/5.0 stars **Reviewed by:** Todd S. | Manager, Member Experience Center at Desert Financial, Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2023 **What do you like best about Genesys Cloud CX?** We are currently engaged with Genesys and moving our platform to the cloud. Implementation has been great and we look forward to the end product! **What do you dislike about Genesys Cloud CX?** So far it has been great and looking forward to continued great partnership and service **What problems is Genesys Cloud CX solving and how is that benefiting you?** Added features and benefits ### 49. Genesys Cloud CX Honest Review **Rating:** 5.0/5.0 stars **Reviewed by:** Christopher S. | Information Technology | Principal Genesys Cloud Engineer, Hospital & Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** March 02, 2023 **What do you like best about Genesys Cloud CX?** All in one solution. Only Call Center product you can purchase that is a true all-in-one solution, no add-ons like WFM necessary. **What do you dislike about Genesys Cloud CX?** Faster time to production of needed features. Improvements are needed in alerting, SMS chat, WFM. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys Cloud is the backbone of the call center. GC solves all the call center needs and has improved agent productivity and ROI. ### 50. Life made easy with Skype for Business **Rating:** 5.0/5.0 stars **Reviewed by:** Kamal L. | Attorney, Small-Business (50 or fewer emp.) **Reviewed Date:** August 17, 2022 **What do you like best about Genesys Cloud CX?** Skype is by far one of the best and easiest tools to use for daily communication at work. The skype UI for contacts list, Call Scheduling, and messaging is so efficient and easy to use. The transition is so smooth between chats and calls. **What do you dislike about Genesys Cloud CX?** If an inbuilt language translator service is embedded with skype considering its reputation and reach, that could be magnificent which is currently lacking in skype. A language translator for text/speech could help to connect beyond geographies. My clients used to speak various Indian languages and they have a hard time understanding English clearly. So a translator could make a huge difference. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Skype majorly helped me in reducing the travel costs for my business. I used to travel a lot in my city to meet clients to explain my business, which used to cost both time and money for me. With high resolution, real-time face-to-face chat and calls, skype helped my business in reducing travel time, and costs and increasing revenue. ## Genesys Cloud CX Discussions - [What is Genesys Cloud CX used for?](https://www.g2.com/discussions/what-is-genesys-cloud-cx-used-for) - 3 comments, 2 upvotes - [How can I review the roadmap to know the future releases?](https://www.g2.com/discussions/how-can-i-review-the-roadmap-to-know-the-future-releases) - 1 comment, 1 upvote - [Will you be open to data lake ?](https://www.g2.com/discussions/will-you-be-open-to-data-lake) - 1 comment, 1 upvote - [How would I utilize Skype for Business?](https://www.g2.com/discussions/how-would-i-utilize-skype-for-business) - 1 comment, 1 upvote - [Which type of call is not allowed in Skype?](https://www.g2.com/discussions/which-type-of-call-is-not-allowed-in-skype) - 1 comment, 1 upvote - [View Genesys Cloud CX pricing details and edition comparison](https://www.g2.com/products/genesys-cloud-cx/reviews?page=7&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-07-16+15%3A33%3A22+-0500&secure%5Bsession_id%5D=334b3a80-b0a9-4eab-9865-3fa0f08e1036&secure%5Btoken%5D=63235b8744a2575469aa2623929bc6c2d53b3b064e65e9a11008eeb92798fb08&format=llm_user) ## Genesys Cloud CX Integrations - 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[ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - [Shopify Plus](https://www.g2.com/products/shopify-plus/reviews) - [SightCall](https://www.g2.com/products/sightcall/reviews) - [Snowflake](https://www.g2.com/products/snowflake/reviews) - [SuccessKPI](https://www.g2.com/products/successkpi/reviews) ## Genesys Cloud CX Features **Messenger** - Sequencing - AI - Live Chat - Customization Interface **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Administration** - Access Control - Web Page Navigation - Real Time Assistance **Messaging Channels** - SMS Messaging - Email - Voice Messaging - Two way messaging **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Platform Basics - VoIP Providers** - PBX systems, VoIP Softphone - Call Management - Network monitoring - Integrations - Virtual PBX - SIP trunking services **Voice Recognition - AI Voice Assistants** - Voice Recognition **Agentic AI - Genesys AppFoundry Marketplace** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Outbound Call Tracking** - Autonomous Task Execution **Agentic AI - UCaaS Platforms** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Basic Communication** - Phone Calls - Video Calls - Instant Messaging - Screen Sharing - Conference Calls - Desk-to-Desk Calls **Calling** - Record Calls - Generate Location - Call Types - Click-to-Call - Auto Dialer **Process** - Mentions - Tickets - Macros **Channels** - Social Media - Website - Text Message (SMS) - Voice Assistants - Other **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Extensions** - Tenancy Flexibility - Native VoIP - CCaaS Option **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - Role-based access - Collection of information **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Security** - Data Security - Data Masking **Administration** - Scheduling - Triggered Notifications - Segmentation - Integrations **Workforce Management** - Call Monitoring - Performance Evaluation **Automation** - Ticket Resolution - Customization - Intelligent Routing **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Speech Synthesis - AI Voice Assistants** - Speech Synthesis - Customizable speech - Multiple voice actions **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - VoIP Providers** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Contacts** - Personalization - Information Locater - Record Prospect Data **Channels** - Email - Social - Live Chat - Phone - Text **Customers** - Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administrative** - Call Recording - Reporting & Dashboards **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Security and privacy - AI Voice Assistants** - Encrypted communication **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Access** - Software Pairing - Browser Extension - Individual Download **Insights** - Notes - Automated Voicemails - Automated Emails - Sorts Prospects - Automated Note Taking **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Generation - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Compatibility - AI Voice Assistants** - Cross platform compatibility **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis **Advanced Features** - Hold Music - Automated Attendants - VOiP Number **Features** - Voicemail to Email - Voicemail to SMS - File Sharing - Voice Conferencing - Video Conferencing **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Genesys Cloud CX Alternatives - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 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