--- title: Genesys Cloud CX Reviews meta_title: 'Genesys Cloud CX Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1558 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: 1558 scale: '5' date_modified: '2026-08-08' 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:** 1,558 ## 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 find Genesys Cloud CX to be **exceptionally easy to use** , empowering business users to independently manage configurations. (144 reviews) - Users value the **continuous feature evolution** of Genesys Cloud CX, enhancing contact center operations and user satisfaction. (103 reviews) - Users value the **reliability** of Genesys Cloud CX, praising its accessibility and support for business continuity. (76 reviews) - Users value the **efficiency** of Genesys Cloud CX, enhancing agility and simplifying contact center operations across multiple channels. (72 reviews) - Users appreciate the **intuitive interface** of Genesys Cloud CX, enhancing management of customer interactions and workforce performance. (62 reviews) - Users appreciate the **customization options** in Genesys Cloud CX, enhancing their unique routing and call flow requirements. (61 reviews) - Simple (55 reviews) - Users praise the **excellent customer support** of Genesys Cloud CX, appreciating the assistance and resources available for smooth onboarding. (54 reviews) - Flexibility (52 reviews) - Users value the **seamless integrations** of Genesys Cloud CX, enhancing their contact center capabilities efficiently. (51 reviews) **What users dislike:** - Users note the **limited features** of Genesys Cloud CX, particularly in voice translation and tool availability. (58 reviews) - Users note the **missing features** in Genesys Cloud CX, including limited dashboard customization and complex reporting options. (55 reviews) - Users find the **complexity of the interface** challenging, especially for newcomers navigating multiple features and settings. (42 reviews) - Users find the **inadequate reporting** capabilities of Genesys Cloud CX frustrating, requiring extra effort for basic insights. (38 reviews) - Users find the **learning curve steep** with Genesys Cloud CX, as the interface and features can be confusing initially. (37 reviews) - Complex Processes (36 reviews) - Users find the **limited default capabilities** of Genesys Cloud CX frustrating, necessitating expensive external integrations. (35 reviews) - Users experience **limited customization** options, making it challenging to tailor Genesys Cloud CX to their specific needs. (31 reviews) - Poor Reporting (29 reviews) - Users find Genesys Cloud CX to be **expensive** to configure, requiring technical expertise for optimal setup. (28 reviews) ## Genesys Cloud CX Reviews ### 1. 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. ### 2. 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. ### 3. Perfect cloud based Contact Center **Rating:** 5.0/5.0 stars **Reviewed by:** Kiran C. | Sr. Techno Lead - Unified Communications & Collaboration (Migration & Deployment), Enterprise (> 1000 emp.) **Reviewed Date:** March 15, 2023 **What do you like best about Genesys Cloud CX?** a flexible and scalable platform to engage with customers across multiple channels, optimize their workforce, and leverage AI insights to improve customer experiences. **What do you dislike about Genesys Cloud CX?** Maybe costly for small business, need highly trained administrators to maintain the infrastructure due to complexity. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Earlier we were using Cisco UCCE it was complex to upgrade, scale up and scale down this on -prem infra. Now we moved to this cloud based solution, Genesys Cloud CX allows us to scale up or down as needed without the need for costly hardware upgrades or additional IT staff. ### 4. Genesys Cloud CX is Ueful **Rating:** 4.0/5.0 stars **Reviewed by:** Alexis T. | Data Migration Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2023 **What do you like best about Genesys Cloud CX?** I can easily use it to make outgoing calls to clients. **What do you dislike about Genesys Cloud CX?** There is nothing I don't like so far. It's been a breeze to use. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys Cloud CX is allowing me to call clients without using my cell phone's minutes. It's easy to send and receive calls/voicemails through the platform. ### 5. An step forward to our Customers Contact Center **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Genesys Cloud CX?** The administration platform, we have a particular case of Contact Center, and the administration was complex, and now make a lot of improvement only by clicks. P&S of Genesys helps us a lot to understand and be updated on the platform. The people behind the platform are essential to us. **What do you dislike about Genesys Cloud CX?** Some features that we love that the platform has, for example, an automatic call survey, limit in permissions to agents, etc. We have different Contact Center providers, with 7.000 agents, approx, and controlling this quantity of people is a challenge for us. If we have more tools to prevent some bad practices would be great. **What problems is Genesys Cloud CX solving and how is that benefiting you?** We have an On-Premise Platform before, and every new feature or change was a problem in terms of time and monetary cost. And we can't make the operations managers administrate the platform. Today we have all in one, and every participant can make out Contact Center better every day. ### 6. Engineer **Rating:** 4.5/5.0 stars **Reviewed by:** Diana G. | Enterprise (> 1000 emp.) **Reviewed Date:** March 23, 2023 **What do you like best about Genesys Cloud CX?** ease of use. From the perspective of Engineering to end users. Also, one-stop-shop for all omnichannel needs. **What do you dislike about Genesys Cloud CX?** sometimes the support, can take some time to get support on the same page as you. **What problems is Genesys Cloud CX solving and how is that benefiting you?** ability to use one platform for all our omnichannel needs. ### 7. Smart solution well prepared for integration **Rating:** 4.0/5.0 stars **Reviewed by:** Alessandro M. | Cloud Platform Senior Account Executive, Enterprise (> 1000 emp.) **Reviewed Date:** March 07, 2023 **What do you like best about Genesys Cloud CX?** Integration with company CRM was really helpfull allowing click to call function and then keeping an easy consultable registry of in/out calls, also integrated with personal contact list. **What do you dislike about Genesys Cloud CX?** Iinterface of the web tool (in browser) looks somehow oldstile also if it was clean and simple. Furthermore navigation through different tabs was not so quick and smart. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys Cloud CX have been used as smartphone management tool in my company, integrated with many systems. The mainl benefict for me were a smart integration with company CRM for click-to-call function ### 8. Reliable Professional Instant Messaging Tool **Rating:** 4.5/5.0 stars **Reviewed by:** K R. | Solution Delivery Analyst , Enterprise (> 1000 emp.) **Reviewed Date:** January 24, 2023 **What do you like best about Genesys Cloud CX?** Screensharing without calling works really well and saves too much of my time. **What do you dislike about Genesys Cloud CX?** I didn't find any place for improvement. Skype For Business works really good. **What problems is Genesys Cloud CX solving and how is that benefiting you?** I've been working at Deloitte for a year now and we use Skype for Business on a daily basis. I have to say, it's an amazing tool that has truly exceeded my expectations. The features it offers are really cool and astonishing, making communication and collaboration a breeze. The platform is easy to use and navigate, which is a huge plus. It's perfect for hosting virtual meetings, whether it's with colleagues or clients, and the audio and video quality is top-notch. ### 9. Happily Migrating From Genesys PureConnect To Genesys Cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** October 20, 2022 **What do you like best about Genesys Cloud CX?** The application is much easier to administer, manage call flows, and expand to other lines of business. We really enjoy the the Ideas Lab/Community, which allows us to recommend and promote/upvote new features/functionality. The Beta Community has been equally as fantastic given it provides us an opportunity to test drive new features before GA. **What do you dislike about Genesys Cloud CX?** As with any product, there are some lacking features/functionality, but the roadmap seems promising. We still struggle a bit with the Support process, and would suggest more live hands-on troubleshooting upfront rather than relying solely on uploading log files and videos of the replicated issue. **What problems is Genesys Cloud CX solving and how is that benefiting you?** As the Ascension Technologies contact center standard, Genesys Cloud equips Ascension with an industry-leading, flexible, reliable all-in-one omnichannel contact center and communications solution. Our Genesys application has been positioned to provide our lines of business with full interaction (call/callback/voicemail/email/chat/SMS) queuing, self-service, & recording capabilities, as well as automated outbound dialing, CRM/EHR/EMR integration, workforce management/engagement tools, end-to-end reporting/analytics, and 24x7 technical support & consulting. By unifying communications & data availability across Ascension, we are reducing complexity, simplifying administration, improving efficiency, and reducing total cost of ownership--all without disrupting existing systems. This has proven key to delivering a consistent associate/patient experience for our users. ### 10. Overview of Genesys Cloud CX **Rating:** 4.0/5.0 stars **Reviewed by:** Akhila V. | Associate Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** March 23, 2023 **What do you like best about Genesys Cloud CX?** All in application with chat, emails, meetings, voice bots and many more facilities. Workforce management capabilities are decent. Great cloud support and affordable. **What do you dislike about Genesys Cloud CX?** Poor customization options. It has troubleshoot issues. Need expert-level knowledge to use it. Too many options make it complex to understand. Data integration can be better. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Reducing and restructuring complexity to a simple level and minimizing logging issues can be helpful. Enhancement of mobile application facilitates efficient management. ### 11. Genesys, Functional an easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Karen T. | File clerk, Bookkeeper or Junior Tax asistant., Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2021 **What do you like best about Genesys Cloud CX?** I'm able to keep receiving calls even if I'm out of the office so I can't miss anything and the fact that also you received an email for any voice mail or missed call makes things easier since you're out of the office you can listen to voicemails and take action if needed. I can keep connected with clients when they are not so good at computers or emails since I can call them anytime, and every time they call they have the preserved message with my information. **What do you dislike about Genesys Cloud CX?** The fact that the ringtone is a bit louder than I would like, and sometimes it scared you if you did not have low volume in the headset. It works but would be great if you can change it to one less "aggressive", also sometimes it crashed down while you have an income call and it hangs up the call. Also, sometimes, while using the web page version, the desktop notifications don't pop up, so if you don't have the volume up to the headset with you, you'll probably will missed a call. **Recommendations to others considering Genesys Cloud CX:** I recommend Genesys because it's easy to use and work with so no major training is needed, is literally like using your cellphone but easier, with no tricky menus or buttons or a complicated design, you can easily keep track of everything from your status to your voicemails and time on the phone. If it's for business use you can see the status of other people in your organization and transfer calls in between to better service to customers and time manegment. **What problems is Genesys Cloud CX solving and how is that benefiting you?** The fact that you can get the call history information easily by looking at the main page and that there's no need to pull historic reports or something like that helps to save time. I'm able to set out of office status or change my status following my needs so I didn't lose any calls while I'm away from the desk, also I'm able to locate my coworkers and see their status to avoid missing calls or transferring calls without any response in the other end. ### 12. Data Security features from Salesforce **Rating:** 4.5/5.0 stars **Reviewed by:** Zaffar Hussain S. | Specialist in Product Operations, Enterprise (> 1000 emp.) **Reviewed Date:** October 11, 2022 **What do you like best about Genesys Cloud CX?** The most helpful feature is that it allows the users to get the details of the customer by Account No, Contact ID, Phone No, Email, etc. We also get custom actions by using them we can get, update, and create any data. **What do you dislike about Genesys Cloud CX?** I don't like Salesforce's customer support service. I am sharing my experience to better explain myself in a clear way, I got logged out of my account once for unforeseen reasons. I contacted support for help. They were very slow to reply to me and they resolved the issue after 3 days which could have been done in 10 - 15 mins. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Salesforce provides insight into customers' spending habits which is useful for your business as it helps to pitch the right customer the right product. We get a smart automation process that triggers emails and notifications to the customer automatically. ### 13. What a change in how we can handle our customers! **Rating:** 5.0/5.0 stars **Reviewed by:** Jonathan J. | Manager Reporting & Analysis, Enterprise (> 1000 emp.) **Reviewed Date:** November 30, 2022 **What do you like best about Genesys Cloud CX?** That it's a standardized system that doesn't require a developer, it's all configuration and continuously being improved every week, just like an iphone for updates. **What do you dislike about Genesys Cloud CX?** Having to connect it with Salesforce, the new Salesforce External Routing process, because then you need SF Developers, which you then lose all the benefits available in GC **What problems is Genesys Cloud CX solving and how is that benefiting you?** Workforce management is one of the most significant benefits for the company; forecasting and schedule automation has been excellent. Especially having the Tempo App for agents engagement. ### 14. Transitioning from previous UCaaS/ CCaaS platform to Genesys Cloud CX was a great move! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** February 01, 2023 **What do you like best about Genesys Cloud CX?** The platform is very easy to use, and has a robust amount of features that made our transition painless. It is also very easy to use. **What do you dislike about Genesys Cloud CX?** There are always going to be growing pains when moving to a new platform, but all issues are easy to address. Also, Genesys really listens to its users, and is constantly updating the platform based on user suggestions. **What problems is Genesys Cloud CX solving and how is that benefiting you?** The biggest problem that Genesys Cloud CX is solving is dependability. We have had no issues with downtime or poor CX quality. ### 15. Ease of use **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** March 28, 2023 **What do you like best about Genesys Cloud CX?** Genesys Cloud CX is very easy to use for newcomers. It is easy to learn new things **What do you dislike about Genesys Cloud CX?** There are basic use cases that are not available with Genesys Cloud CX that are out of the box for other platforms. One being the ability to use a phone number for voice and SMS interactions **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys cloud CX is helping us solve the omnichannel experience for our agents. We can now have every agent in one system and work in different channels vs having to have a different product to take care of all of the main channels ### 16. Excited for the future. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** June 21, 2023 **What do you like best about Genesys Cloud CX?** We are in the process of migrating to the cloud version of Genesys. We look forward to the added benefits of having a cloud based phone system. **What do you dislike about Genesys Cloud CX?** We are so excited for the added capabilities of using the cloud and integrating other tech to enhance our authentication system. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Moving from on premise phone system. ### 17. Genesys Cloud is the best cloud **Rating:** 5.0/5.0 stars **Reviewed by:** Gaurav K. | Senior software engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2022 **What do you like best about Genesys Cloud CX?** Genesys cloud CX is a great cloud. It has great features along with great functionalities. Our support engineers can see all the information in their UI. We can also get suggestions based on the conversation with customers. We in support love this product. Even the interface is fantastic and very user friendly **What do you dislike about Genesys Cloud CX?** I don't dislike anything, Its is a perfect solution for those who are in a product company and supporting their products **What problems is Genesys Cloud CX solving and how is that benefiting you?** Earlier, we used to take pen and paper when we were on call with customers. But when we shifted to Genesys cloud CX, we don't have to write anything there. Everything is being written in the Genesys cloud CX, and it also gave us quick suggestions based on our conversations. As we know, it's a cloud-based platform, so we don't get downtime as earlier if our server has a problem or data center network fluctuates, then it distorted our customer call, but with Genesys its all new things we are experiencing ### 18. Project Manage Review of Genesys Cloud **Rating:** 4.0/5.0 stars **Reviewed by:** Chris I. | Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 08, 2022 **What do you like best about Genesys Cloud CX?** We rolled out Genesys cloud this year migrating voice, digital and WFM. setup was good and our agents love the fact everything is under one UI. Constant updates that are included are a great feature and good to feedback to Genesys enhancements we would like. Genesys support has been excellent making enabling us to transition to this new platform within project timescales. Our agents being able to see their shifts in the Genesys Tempo app. **What do you dislike about Genesys Cloud CX?** Voice - elements in Genesys Cloud covered all our requirements and more. Digital - We are waiting for Genesys to enable us to do more with whatsapp which we believe is in their roadmap Speech Analytics - We are new to speech analytics so just working out how the transcribed content and give us valuable insight, again more features are due to come out later this year. Reporting - Management love the data we can get out of Genesys and create their own reports, the dashboards are limited and we are restricted to 100 queues per report. We have pulled a lot of the data out of Genesys and use PowerBi to report on the elements not "out the box" like CPH WFM - This is probably the weakest element of Genesys cloud but again we have been told alot of focus is being put to improve this area. We are a 24/7 contact centre that use WFM alot so the team have had to find new ways of working to make the system work in our business enviroment **Recommendations to others considering Genesys Cloud CX:** Sign up to BETA releases for new features **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys takes away alot of admin work as we have implemented Role Base Access Control meaning users are setup automatically based on their job role. We have automated some outbound SMS messages to our customers using Microsoft power automate and Genesys saving value business time where this was a manual task before. Embedded chat bot onto our social and web message service giving a greater service to our customers ### 19. Best Messaging Tool for Business **Rating:** 4.5/5.0 stars **Reviewed by:** Tamilarasan S. | Senior Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** March 02, 2023 **What do you like best about Genesys Cloud CX?** It's provide simple, user friendly interface to connect with colleagues Easy to put status and integrated with outlook It provide high quality video calling feature for great collaboration **What do you dislike about Genesys Cloud CX?** Now MS Teams provide more advanced features It's having data related issues Call quality is not good with low bandwidth internet connections **What problems is Genesys Cloud CX solving and how is that benefiting you?** It's provide realtime collaboration feature with other team members No need for webex and Zoom meeting if skype is around ### 20. Customer Experience management tool **Rating:** 4.5/5.0 stars **Reviewed by:** Hitesh B. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Genesys Cloud CX?** Its scalability allows businesses to easily add or remove users and features as their needs change. **What do you dislike about Genesys Cloud CX?** While Genesys Cloud CX can integrate with a variety of third-party applications, some integrations may require additional setup or customization work **What problems is Genesys Cloud CX solving and how is that benefiting you?** It provides me a great variety of deployment options, to solve the above-mentioned purposes including public cloud, private cloud, and on-premises deployment, to accommodate different security and compliance requirements. ### 21. Skype for business is a great tool **Rating:** 5.0/5.0 stars **Reviewed by:** Neha B. | Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** September 14, 2022 **What do you like best about Genesys Cloud CX?** Skype for Business feels more reliable, and we can group the contacts and get notifications if someone is marked as online or offline. No one can ping me once I celebrate myself as offline. **What do you dislike about Genesys Cloud CX?** One bad thing is it's so hard to find the older messages in Skype for Business; we should be very particular with a contact name or key text. Out of hundreds of messages and contacts, it's a very tedious task. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It helped a lot in making small groups of contacts and discussing things internally or on a confidential basis within the group over text and calls. It helped in organizing events over business calls and making them more interactive. ### 22. Easy to learn and use very reliable. **Rating:** 5.0/5.0 stars **Reviewed by:** Raul H. | Case Advocate, Mid-Market (51-1000 emp.) **Reviewed Date:** January 19, 2021 **What do you like best about Genesys Cloud CX?** I have been using the platform for a couple of years at least now, and it has been a great instrument to get our goals. It's very reliable, I can count the times that it has had some issues with one hand only. And as I said before, I have been using it for a while now. **What do you dislike about Genesys Cloud CX?** Honestly, I cannot remember a thing I dislike. The platform is very easy to use, and very approachable. It doesn't matter if you use the app or use it web-based, it's always reliable. **What problems is Genesys Cloud CX solving and how is that benefiting you?** As we are on customer service, our platform has to give us an efficient window to communicate with our clients. The multiple options the platform offers help us to be in constant touch with our clients. Te calls are fluid and the sound and volume of them is fantastic ### 23. New as genesys user **Rating:** 5.0/5.0 stars **Reviewed by:** Rogério F. | Enterprise (> 1000 emp.) **Reviewed Date:** February 16, 2023 **What do you like best about Genesys Cloud CX?** All communication tools at the same place **What do you dislike about Genesys Cloud CX?** I haven´t no complain about Genesys at the momment **What problems is Genesys Cloud CX solving and how is that benefiting you?** All comunication tools at the same place . A cloud solution for the users . Good workforce management ### 24. User Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Czarina Mae B. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 07, 2023 **What do you like best about Genesys Cloud CX?** It's so easy to use compared to other communication tools like Avaya. **What do you dislike about Genesys Cloud CX?** It doesn't have the option to show the remaining minutes you have been in queue after your call **What problems is Genesys Cloud CX solving and how is that benefiting you?** it's user friendly and we can easily navigate it as the information is already populated unlike other that you have to input a code before you can go on LUNCH or BREAK ### 25. Genesys is the best solution for Customer Engagement. **Rating:** 5.0/5.0 stars **Reviewed by:** Ashish A. | Major account manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2023 **What do you like best about Genesys Cloud CX?** The best part about Genesys is it interacts with & manages the Customer either through Chat, SMS, or Screen sharing. From my point of view, it's a one-stop solution for customer interaction. **What do you dislike about Genesys Cloud CX?** In my opinion, All the things is good in Genesys Cloud CX. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It's a one-stop solution for customer interaction either from Chat, SMS, Web messaging, and Especially AI. ### 26. Fantastic cloud cx product. Highly recommend. **Rating:** 5.0/5.0 stars **Reviewed by:** Sara K. | marketing , Enterprise (> 1000 emp.) **Reviewed Date:** March 07, 2023 **What do you like best about Genesys Cloud CX?** What I find most helpful is how it is an all-in-one cloud contact center solution and infuses all aspects. **What do you dislike about Genesys Cloud CX?** One Challenge ia the fee and cost associated but the benefits are quite high. They have a great response rate. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It's helping because it unifies customer and agent experiences across phone, email, chat, text and social channels. ### 27. Improves Employees Overall Productivity **Rating:** 4.5/5.0 stars **Reviewed by:** Alice M. | Site Manager, Outsourcing/Offshoring, Small-Business (50 or fewer emp.) **Reviewed Date:** March 12, 2023 **What do you like best about Genesys Cloud CX?** Genesys Cloud CX provides a comprehensive set of tools and features that empower our employees to work smarter, faster and more efficiently. **What do you dislike about Genesys Cloud CX?** It has proven to be a reliable and effective platform, and we have not encountered any significant issues or drawbacks. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Improving our communication and collaboration processes, resulting in increased productivity and better customer experiences. ### 28. good omnichannel for the contact center **Rating:** 4.0/5.0 stars **Reviewed by:** Dedy Santoso Z. | Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2022 **What do you like best about Genesys Cloud CX?** Helpful: - we don't need the installation of the application - we don't need to provide the server on-premise Upsides: Genesys Cloud will not be allowed by Indonesia Banking Rules if the Data is on the Cloud. All Data should be on the Indonesia Region or on-premise. **What do you dislike about Genesys Cloud CX?** 1. There is no Indonesia Region. Genesys Cloud should consider providing Indonesia Region. 2. Voice recorded start from the announcement. 3. Voice recording is download manually. **What problems is Genesys Cloud CX solving and how is that benefiting you?** I can not see the log if the problem happens. ### 29. Excellent omnichannel platform, poor QA **Rating:** 4.0/5.0 stars **Reviewed by:** Alan R. | Supervisor de Calidad CC, Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2022 **What do you like best about Genesys Cloud CX?** The control you can have to attend to your customers from a single platform is the best of Pure Cloud, from the information panels to the omnichannel control, calls, messages, emails, etc. **What do you dislike about Genesys Cloud CX?** There are no detailed reports at the Quality (QA) level, although general ratings can be obtained, there is no breakdown of data on the applied forms. On the other hand, the connection between third-party platforms (APIs) becomes very complicated when there is no programming professional on the side of the company contracting Genesys. **Recommendations to others considering Genesys Cloud CX:** I recommend implementing omnichannel services with the direct affiliates of Genesys, both for Bot, Facebook, WhatsApp, or videoconference, since implementation with external parties is a bit complicated if your company does not have IT experts. **What problems is Genesys Cloud CX solving and how is that benefiting you?** The control of remote operation, the distribution of agents, campaigns, and transparency to view information clearly and completely at the level of agents and campaigns. ### 30. Genesys Cloud CX Review **Rating:** 2.5/5.0 stars **Reviewed by:** Barbara L. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 10, 2023 **What do you like best about Genesys Cloud CX?** Genesys made it easy to coordinate schedules for all of my IEP meetings with all the team members involved. **What do you dislike about Genesys Cloud CX?** The reports that Genesys Cloud CX currently offers does not meet my needs at this time. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Right now I am not part of that process as this product currently did not meet my needs. ### 31. Despite a rocky start (legal paperwork issues), I really like Genesys and the flexibility it offers **Rating:** 4.5/5.0 stars **Reviewed by:** Eric G. | Unified Communications Systems Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** June 09, 2022 **What do you like best about Genesys Cloud CX?** Its an all-in-one platform. Not multiple independent platforms that are made to work through a "patch" or converter. **What do you dislike about Genesys Cloud CX?** Found out there are multiple places to program for a specific item. There are multiple places (websites) to get stats from. I would love to have links or integrate those websites into one location. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Outbound IVR - With a more user-friendly interface, Genesys is providing a better experience to our customers. Our old system was a patchwork of multiple platforms that were independent and could not work directly together. One system would generate the call list, another would format the list so the outbound IVR could use it. Another system will act like a timer to ensure the lists were delivered to a specific location at a specific time. It was a mess. Now, we just have a system that generates the list and we programmed Genesys to do the rest. Easy :-) ### 32. API & customer care **Rating:** 3.5/5.0 stars **Reviewed by:** Luis C. | Workforce Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 07, 2022 **What do you like best about Genesys Cloud CX?** Easy to use. Focusing on workforce engagement if you have previous experience it's somewhat intuitive, but if you don't you can get lost in the different options and configurations. **What do you dislike about Genesys Cloud CX?** I have escalated multiple items, especially regarding API and how information is being populated on some reports like queue performance and how it relates to interactions where we cannot get to the same numbers. We have escalated API related items and that has been sent to the "experts" who are not able to provide clarification on the items and the last interaction they reply the same thing which was out of topic and we have had shared a response to that **Recommendations to others considering Genesys Cloud CX:** Gather all of your requirements and then walk thru with your client's care **What problems is Genesys Cloud CX solving and how is that benefiting you?** Once we get the API working propertly, this will help the automation and KPI reporting from our internal needs. The visibility once you know how to work with the different interfaces is helpful for a faster response rate and tracking. ### 33. Flexible, simple and reliable platform for group connection **Rating:** 4.0/5.0 stars **Reviewed by:** Birkaran S. | Customer Success Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** March 14, 2023 **What do you like best about Genesys Cloud CX?** All in one application (chat, dialer, emails). Reduces a lot of administrative work as well. **What do you dislike about Genesys Cloud CX?** early stage as a lot of important features are still not available yet but good progress has been made **What problems is Genesys Cloud CX solving and how is that benefiting you?** Allows us to stay connected with the customers and students as well as our volunteers. ### 34. Rich, user friendly, well supported enterprise app. **Rating:** 4.5/5.0 stars **Reviewed by:** Pierre F. | Enterprise (> 1000 emp.) **Reviewed Date:** February 14, 2023 **What do you like best about Genesys Cloud CX?** Easy onboarding in different divisions, rich online support reference material. **What do you dislike about Genesys Cloud CX?** Some minor custom reporting limitations exist. **What problems is Genesys Cloud CX solving and how is that benefiting you?** External agents can now use it without complete onboarding. ### 35. Full featured and customizable VOIP and call center solution. **Rating:** 4.0/5.0 stars **Reviewed by:** Eric S. | Business system analyst, Enterprise (> 1000 emp.) **Reviewed Date:** October 21, 2020 **What do you like best about Genesys Cloud CX?** Ease of use: Architect system allows very quick ability to design flows and IVRs with little to no coding knowledge High uptime: One or two outages per year; with no more than 40 minutes of outage. Often the outages are at the Amazon side and not specific to Genesys Quick training for agents: allowing new users to be setup and able to work within a single business day. **What do you dislike about Genesys Cloud CX?** Occasional service outages are crippling when they happen. Amazon east based hub has some latency for west coast American locations. Email service is more transactional than ideal, preferably the system would allow full email functionality to reply and collect all communication between customers. **Recommendations to others considering Genesys Cloud CX:** Understand that the system is not entirely fault-proof and to have systems in place for outages, as all phone systems have outages. In our case, we decided that the downtime was an acceptable loss. Additionally, assess what your organization's needs for VOIP are; because if you are only in need of a simple telephony system, you will be paying a premium for unused features. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Consolidating an in-house Call center. We have been able to consolidate calls from 250 plus locations to a single call center with 30 employees which has improved both our online sales and phone based sales. The overall customer experience has been largely improved. Prior to Genesys Cloud our customers would call to locations and wait on hold for very long times, up to 20 minutes. This would slow down both in store sales and on phone sales. After migration all calls from stores would route through Genesys Cloud and be handled by our call center; and if a call to the store was required they would be transferred smoothly and the experience was seamless, with our customers often not aware that they had called into a call center. ### 36. The best **Rating:** 5.0/5.0 stars **Reviewed by:** Samantha V. | Tax Preparer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 26, 2021 **What do you like best about Genesys Cloud CX?** It is very easy to use, and the calls are simple to make if you ever have a voice mail it will always let you know, you are also able to see how many calls you have done during the day. **What do you dislike about Genesys Cloud CX?** That when your in a call another one can come in without a problem and sometimes you have two calls ringing at the same time and if you answer one the other call is still on the line ringing. **What problems is Genesys Cloud CX solving and how is that benefiting you?** I can contact more clients due to the facility of them being able to leave me a voice mail if I am in another call, I'm able to meet my goals thanks to the performance where you can see your calls. ### 37. User and Security Group Management tool! **Rating:** 4.5/5.0 stars **Reviewed by:** Serdar S. | IT Security Engineer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** January 20, 2023 **What do you like best about Genesys Cloud CX?** User management via active directory, password management, and group-based authorization via file share via required files. **What do you dislike about Genesys Cloud CX?** It cannot offer a healthy solution in the GPO and password policy sections on macos devices. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Adding contacts to mail groups provides users with authorization processes, opening the account when the account is locked, specifying the password policy periods, and running the script integrated with the power shell after it is written. ### 38. It's a good system **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2021 **What do you like best about Genesys Cloud CX?** This system has everything you may need for information management and you can sacrifice statistics and all kinds of reports to make your business more productive. **What do you dislike about Genesys Cloud CX?** The bad thing about this system is that sometimes it gets very slow and when there is an update it gets stuck or the system pauses for a few minutes **Recommendations to others considering Genesys Cloud CX:** For people who use the Genesys system for the first time, they have to know that it is a system that takes them by the hand through all the fields and tools that it has, it is very important to have a basic training to be able to know what options they can use depending on whatever type of work you do, it is very easy to handle. **What problems is Genesys Cloud CX solving and how is that benefiting you?** The work is more productive and is handled in a very intuitive way, it has all the tools to be able to do the job correctly, it can handle large amounts of information, the work is easier and everything is very reliable, with this system security is very well and everything is protected, additionally the system continues to be updated and there are always improvements in each of them and always gives you support in any support problem. ### 39. Genesys Cloud Constantly Grows **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** January 25, 2023 **What do you like best about Genesys Cloud CX?** It is difficult to keep up with the changes. GCX is constantly growing new features and being fixed as required. **What do you dislike about Genesys Cloud CX?** Genesys Customer Care, We have difficulty getting help from them **What problems is Genesys Cloud CX solving and how is that benefiting you?** The buzz word is Omnichannel. In truth we do chat, messaging, voice, inbound, outbound, and email with the same agents. This is true blended agents. Many other products cannot support this need. ### 40. Zendesk Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Jim R. | OpCX Site Lead, India, Enterprise (> 1000 emp.) **Reviewed Date:** January 31, 2023 **What do you like best about Genesys Cloud CX?** It Integrates seamlessly, Quick translations and great support team **What do you dislike about Genesys Cloud CX?** There is a little clutter on the internal front, but it is excellent, considering what the end user sees. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Instead of having technical experts in every geo and language, we can use the most specialized teams to support using their strong language and not have language as a barrier. ### 41. Genesys DX as a front line software for Ed-tech Industry **Rating:** 4.0/5.0 stars **Reviewed by:** Hirak J. | Senior Quality Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** May 13, 2022 **What do you like best about Genesys Cloud CX?** Genesys act as a simplified medium for chat software which is quite a user friendly it provides easy access to large customer base. The data which can be retrieved from Genesys is very discrete and accurate and is easily understandable. The best part is it doesn't lag and the Genesys bot is very easy to train. **What do you dislike about Genesys Cloud CX?** Genesys can do some changes in page limit as it takes a bit more time to download the data. It can add multiple tagging option along with a speedy chat history search option as it takes a bit more time to fetch the data. **Recommendations to others considering Genesys Cloud CX:** Yes, I will recommend it as it is one of the best and most user-friendly applications. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Genesys DX is used to resolve customer doubt/query, lead generation, and data accumulation. It is used to connect more customers in less time frame. It acts as a doorway to introduce our product to a larger customer segment worldwide. ### 42. Genesys DX for ED-TECH **Rating:** 4.5/5.0 stars **Reviewed by:** Pranjil S. | Team Leader, Enterprise (> 1000 emp.) **Reviewed Date:** May 13, 2022 **What do you like best about Genesys Cloud CX?** As Compared to the previous platform, this CRM has been a successful one when it comes to the quality of leads and customer interaction. On this CRM everything is bifurcated in a much simple and more understanding manner. Genesys DX has been of great help when it comes to getting accurate data and reports which we were looking for For a very long time. **What do you dislike about Genesys Cloud CX?** There can be more improvisations on Search Optimizer and Quick Accept chat. I would also mention the lagging issue when chat flow increases above 8, The Quickly accept issue leads to chat getting abounded. **Recommendations to others considering Genesys Cloud CX:** It is one of the best AI platforms you will come across which make handling of bigdata quite easy. **What problems is Genesys Cloud CX solving and how is that benefiting you?** We are solving problems related to fetching accurate data for the company which has a significant increment in our profit. Genesys DX has given us a new way Of looking at the Educational Platform in a significant and discrete way. ### 43. Global implementation **Rating:** 3.5/5.0 stars **Reviewed by:** SACHIN G. | ECCS developer, Mid-Market (51-1000 emp.) **Reviewed Date:** January 24, 2023 **What do you like best about Genesys Cloud CX?** Genesys cloud has a lot of innovations and capabilities. We are waiting to see more global capabilities of genesys cloud so that we can implement it globally to our organization. **What do you dislike about Genesys Cloud CX?** Still we are struggling to understand how troubleshooting work in cloud in case of issues **What problems is Genesys Cloud CX solving and how is that benefiting you?** One issue which we have with our IVR is code versions that is solved in cloud. ### 44. Refreshingly intuitive, consistent, and well documented **Rating:** 5.0/5.0 stars **Reviewed by:** Tim A. | Director, Process Innovation, Mid-Market (51-1000 emp.) **Reviewed Date:** December 15, 2021 **What do you like best about Genesys Cloud CX?** Genesys Cloud has a very intuitive design, with a consistent and easy to comprehend web based interface. For features and functionality that need additional background, Genesys has comprehensive documentation with up-to-date details, FAQs, troubleshooting steps (listing what permissions are required on each functionality page has been hugely helpful). Making the platform so self service has enabled our teams to ramp up quickly and help themselves ensure they are using the functionality accurately and in line with best practices. **What do you dislike about Genesys Cloud CX?** Certain functionality is easy to accomplish the basics, but when getting into the day to day is missing some needed features. Such as sorting agent statuses from performance views, scheduling unlimited reports to email recipients, post-interaction voice surveys, etc. However Genesys keeps their roadmap transparent and offers the Ideas Lab which is helpful to see what other clients are looking for, and what is upcoming to be aware of. **Recommendations to others considering Genesys Cloud CX:** Carefully craft your implementation and migration plan to mitigate risk and facilitate backout plans if problems occur. While we were fortunate to have a relatively smooth transition, we were always at the ready with bailouts if they were needed which provided confidence and stability to the team and external stakeholders. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Our entire contact center is utilizing Genesys Cloud - hundreds of agents and supporting functions (QA, WFM, etc) to provide a great customer experience. We've found the platform to be easier to get agents ramped on with less IT headaches than with our prior desktop based application. Also the visibility we have in realtime to activities and ability to make adjustments is dramatically improved. ### 45. Review of Genesys for the last 2 years **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** March 27, 2023 **What do you like best about Genesys Cloud CX?** Ease of use, Ease of access, ever increasing featureset, Good support, Future roadmap, Integration services very good. **What do you dislike about Genesys Cloud CX?** Documentation does not always detail fully how things work Need some good examples of creating items and not just basic instructions. **What problems is Genesys Cloud CX solving and how is that benefiting you?** Keeping the solution in one place No reliance on own archiecture/network No need to upgrade, this is part of the service Integration with multiple parts of the business ### 46. Constant user of genesys cloud **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2023 **What do you like best about Genesys Cloud CX?** It's easy and simple to use. Support is usually quick and easy to get otherwise the help articles are easy to find too **What do you dislike about Genesys Cloud CX?** In some areas it can be very limiting and a lot of out of the box thinking is required **What problems is Genesys Cloud CX solving and how is that benefiting you?** Being able to automate some of the problems customers to us with and forecasting our agents ### 47. Wonderful CX Solution **Rating:** 4.0/5.0 stars **Reviewed by:** Samuel U. | Application Support Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2023 **What do you like best about Genesys Cloud CX?** The simplicity. Very easy to work with. They understand their customers' needs, and they want to make things as straightforward as possible. **What do you dislike about Genesys Cloud CX?** Documentation is not always up to date, but the documentation is good when it is up to date. **What problems is Genesys Cloud CX solving and how is that benefiting you?** The outbound dialer has been very beneficial for us. Reaching out to customers is more simple than ever. ### 48. Straight forward, gets the job done **Rating:** 4.0/5.0 stars **Reviewed by:** Eduardo M. | Phone Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Genesys Cloud CX?** So far my experience with Genesys has been satisfactory, the user interface is clear and the design is adequate, visually engaging, the workflow is intuitive and very little training is required to use it to the fullest extent, it's my first time using a phone system app and I had no trouble to get the hang of it. **What do you dislike about Genesys Cloud CX?** The "number cannot" be dialed error is very annoying, it's a repetitive glitchy like voice notification that doesn't stop until I fully close the app, also when transferring from an outbound call the UI is a little different than the UI for transferring inbound calls. it was the only ever time that I was confused by the UI. -It would also be great if they could improve the options for inbound call options for when you are already on a call, more details to be able to judge if it's an important call. if there was a way to answer, put on hold and have a voice notification explaining the user is on a call, and that they can wait on hold or leave a voice mail. -Being able to bookmark voice mails or as priority calls or callback required. **What problems is Genesys Cloud CX solving and how is that benefiting you?** It's the whole basis of our phone usage, it has a simple and handy voice mail management that allows me to keep track of my performance, and call history to be pin point the things I need to improve during the day ### 49. great phone system for taking calls **Rating:** 5.0/5.0 stars **Reviewed by:** Briana S. | customer care rep, Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2022 **What do you like best about Genesys Cloud CX?** being able to view activities and how many are in que- having the ability to listen to live calls for our agents while they are in training **What do you dislike about Genesys Cloud CX?** not anything enjoying this system, on what we need to use it for **What problems is Genesys Cloud CX solving and how is that benefiting you?** cust acct reviews to see if a call needs reveiwed for an agent if they missed things for metrics - ### 50. Genesys - Can do everything and much more **Rating:** 4.0/5.0 stars **Reviewed by:** André O. | Workforce Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 09, 2022 **What do you like best about Genesys Cloud CX?** The possibility to let the call land precisely where it should. Many data can be ideally evaluated. Working together with the WFM solution is more apparent. Compared to other solutions, Genesys works faster and more intuitively. **What do you dislike about Genesys Cloud CX?** The search for internal contacts still has room for improvement. **What problems is Genesys Cloud CX solving and how is that benefiting you?** The transparent call distribution across multiple departments. ## 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?open_modal_url=%2Fproducts%2Fgenesys-cloud-cx%2Fwishlists%3Fhost_path%3D%252Fproducts%252Fgenesys-cloud-cx%252Freviews%253Fpage%253D17%26source%3Dsticky_header_pin&page=8§ion=pricing&secure%5Bexpires_at%5D=2026-08-08+18%3A49%3A25+-0500&secure%5Bsession_id%5D=33b4cbb5-49e2-45ba-952a-932da8b7b279&secure%5Btoken%5D=3a19272f032c83c0c6c708afff0420eb35ac44cede5f90c49a3e98f6ad378c92&format=llm_user) ## Genesys Cloud CX Integrations - [Adobe Experience Manager](https://www.g2.com/products/adobe-experience-manager/reviews) - [Agentforce Marketing (formerly Salesforce Marketing Cloud)](https://www.g2.com/products/agentforce-marketing-formerly-salesforce-marketing-cloud/reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [AnyDesk](https://www.g2.com/products/anydesk/reviews) - [Avtex Consulting](https://www.g2.com/products/avtex-consulting/reviews) - [AWS Lambda](https://www.g2.com/products/aws-lambda/reviews) - [Claude](https://www.g2.com/products/claude-2025-12-11/reviews) - [Consilium Software](https://www.g2.com/products/consilium-software/reviews) - [Databricks](https://www.g2.com/products/databricks/reviews) - [DnA](https://www.g2.com/products/renaissance-learning-dna/reviews) - [Facebook for Business](https://www.g2.com/products/facebook-for-business/reviews) - [Feebak](https://www.g2.com/products/feebak/reviews) - [Instagram for Business](https://www.g2.com/products/instagram-for-business/reviews) - [Konnect Insights](https://www.g2.com/products/konnect-insights/reviews) - [Microsoft Power BI](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews) - [Nuance](https://www.g2.com/products/nuance/reviews) - [PureSocial](https://www.g2.com/products/puresocial/reviews) - [Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/reviews) - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [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 **Additional Functionality** - Tagging - Natural Language Processing - Data Extraction - Multi-Language - Predictive Analytics - Drag & Drop - Speech Recognition - Reporting/Analytics - Data Storage Management - Virtual Personal Assistant (VPA) - AI Copilot - Customer Segmentation - Collaboration Tools - Data Import/Export - Generative AI - For eCommerce - Role-Based Permissions - Customizable Branding - Search/Filter - Monitoring - Document Management - API - Data Visualization - Trend Analysis - Machine Learning - Access Controls/Permissions - Alerts/Escalation - Performance Metrics - Real-Time Data - Third-Party Integrations - Mobile App - Multiple Data Sources - For Sales Teams/Organizations - Sentiment Analysis - Activity Dashboard - Chatbot - Workflow Automation **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Additional Functionality** - Third-Party Integrations - To-Do List - @mentions - Single Sign On - File Management - Activity Dashboard - Drag & Drop - Alerts/Notifications - Prioritization - Access Controls/Permissions - Screen Sharing - Content Management - Brainstorming - AI Copilot - File Transfer - Calendar Management - Status Tracking - Real-Time Notifications - Version Control - Task Management - Activity Tracking - Real Time Editing - Communication Management - Chat/Messaging - Tagging - Generative AI - Assignment Management - Task Scheduling - Project Management - Collaboration Tools - Workflow Management - Secure Data Storage - File Sharing - Document Storage - Task Progress Tracking - Discussions/Forums - Commenting/Notes - Reporting & Statistics - Contact Management - Video Conferencing - Progress Tracking - Mobile Access - API - Document Management - Customizable Branding **Dashboard** - Dashboard **Speech Recognition** - Speech Recognition **Compliance Management** - Compliance Management **Autonomous Task Execution** - Autonomous Task Execution **Sentiment Analysis** - Sentiment Analysis **Data Security** - Data Security **Third-Party Integration** - Third-Party Integration **Human-in-the-loop (HITL)** - Human-in-the-loop (HITL) **Agentic Task Execution** - Agentic Task Execution **Natural Language Processing** - Natural Language Processing **Conversational AI** - Conversational AI **Performance Metrics** - Performance Metrics **Interaction Tracking** - Interaction Tracking **Knowledge Base Management** - Knowledge Base Management **CRM Integration** - CRM Integration **Inquiry Routing** - Inquiry Routing **Contextual Guidance** - Contextual Guidance **Communications Management** - Communications Management **Proactive Chat** - Proactive Chat **Ticket Management** - Ticket Management **Messenger** - Sequencing - AI - Video Chat - Customization Interface - Generative AI **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Live Chat - Mobile SMS - Email **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) - Multi-Language **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **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 - Call Transfer - Contact Management - Call Center Management - Multi-Channel Management - Survey/Poll Management - Campaign Management - Call List Management **Customer Support** - Text - Speech - Knowledge Base - Knowledge Base Management **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization - Generative AI **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection - Natural Language Processing - Simulation and Scenario Generation **Platform Basics - VoIP Providers** - PBX systems, VoIP Softphone - Call Management - Network monitoring - Integrations - Virtual PBX - SIP trunking services - Contact Management - Communication Management - Fax Management - Call List Management - Call Center Management - Queue Management - Third-Party Integrations - Computer Telephony Integration - Real-Time Monitoring - Call Monitoring - Workflow Management - Call Center Integration **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 - Third-Party Integrations **Additional Functionality** - Live Chat - Call Transfer - Archiving & Retention - Call Center Management - Call Tagging - Call List Management - Real-Time Analytics - Queue Management - Real-Time Data - API - Real-Time Monitoring - CRM - Performance Metrics - Automatic Call Distribution - Activity Tracking - IVR - Event Triggered Actions - Third-Party Integrations - Scheduled Recording - Alerts/Notifications - Call Monitoring - File Transfer - Activity Dashboard - Call Reporting - Call Transcription - Campaign Management - Call Disposition - Computer Telephony Integration - Contact Management - Predictive Dialer - Voice Mail - Caller ID - Reporting & Statistics - Call Routing - Call Tracking - Recording - Auto-Dialer - Chat/Messaging - On-Demand Recording - Customizable Reports - Multi-Channel Communication - Conferencing - AI Copilot - Interaction Tracking - Predictive Analytics - Visual Analytics - Sales Trend Analysis - Audio Capture - Email Alerts - Tagging - Self-Service Search - Natural Language Processing - Surveys & Feedback - Automatic Transcription - Multi-Channel Management - Request Assignment - Speech-to-Text Analysis - Self Service Portal - Performance Management - Call Recording - Search/Filter - Sentiment Analysis - Compliance Management - Multi-Language - HIPAA Compliant - Data Security - Call Scripting - Customer Service Analytics - Quality Assurance - Customer Experience Management - Communication Management - Categorization/Grouping - Language Detection **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Basic Communication** - Phone Calls - Video Calls - Instant Messaging - Screen Sharing - Conference Calls - Desk-to-Desk Calls - SMS Messaging - Chat/Messaging - Video Call Recording - Two-Way Audio & Video - SIP Trunking **Calling** - Record Calls - Generate Location - Call Types - Click-to-Call - Auto Dialer **Process** - Mentions - Tickets - Macros **Channels** - Social Media Integration - Website - Text Message (SMS) - Voice Assistants - Other - Multi-Channel Marketing **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording - Real-Time Data - Live Chat - Call Scheduling **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Functions** - Call Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Extensions** - Tenancy Flexibility - Native VoIP - CCaaS Option **Platform** - Conversation Editor - Integration - Human-In-The-Loop - Drag & Drop Editor - Human-in-the-loop (HITL) **Platform** - Live chat - Integrations - Branding - Analytics - Role-based access - Collection of information - Augmented Analytics - Proactive Chat **Administration** - Automation - Productivity Analysis - Dashboards - Labor Forecasting - Intraday Management - Quality Management **Security** - Data Security - Data Masking **Administration** - Scheduling - Triggered Notifications - Segmentation - Integrations **Workforce Management** - Call Monitoring - Performance Evaluation - Real-Time Monitoring - Monitoring **Automation** - Ticket Resolution - Customization - Intelligent Routing - Customizable Templates **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 - Third-Party Integrations - Computer Telephony Integration - Multi-Language **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Agentic AI - VoIP Providers** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Contacts** - Personalization - Information Locater - Record Prospect Data - Contact Management **Channels** - Email - Social - Live Chat - Phone - Text **Customers** - Audience Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion - Customer Service Analytics - Reporting/Analytics **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Performance** - Third-Party Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Administrative** - Call Recording - Reporting & Dashboards - Call Reporting - Real-Time Reporting **Artificial Intelligence** - Learning - Language - Conversational AI - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **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 **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - Agent Collaboration - Data Governance - Prompt Engineering - Feedback Management - For No-Code Development - Version Control - Role-Based Permissions - Dynamic Modeling - API - Memory Management - Monitoring - Scalability - Cost Management - Scheduling - Natural Language Interface - Access Controls/Permissions - Multiple LLM Models - Integration Management - Customizable Frameworks - Pre-built Templates - Analytics - Intent Recognition - Contextual Guidance - Rules-Based Workflow - Attended Automation - Drag & Drop - For Sales/Marketing - Generative AI - Business Process Automation - AI Copilot - Third-Party Integrations - Multi-Channel Communication - Sentiment Analysis - Deep Learning - Code-free Development - Compliance Management - Automated Responses - Knowledge Management - Transfers/Routing - Personalization - Activity Dashboard - Customer Experience Management - Virtual Personal Assistant (VPA) - Chatbot - Speech Recognition - Reporting/Analytics - Task Management - Customer Engagement - AI/Machine Learning - Configurable Workflow - Unattended Automation - Conversation Intelligence - Workflow Automation - Proactive Error Detection **Additional Functionality** - Customer Surveys - Lead Qualification - Transcripts/Chat History - Language Detection - Pre-Configured Bot - Lead Capture - Code-free Development - Natural Language Processing - Multi-Language - For Sales/Marketing - Contextual Guidance - Automated Responses - Customer Support - Chatbot - Intent Recognition - Sentiment Analysis - Customer Experience Management - Query Suggestions - Transfers/Routing - AI Copilot - Canned Responses - AI/Machine Learning - Multi-Channel Communication - Automated Routing - Workflow Automation **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Workflow Management - Interaction Tracking - Alerts/Notifications - Single Sign On - Self Service Portal - Real-Time Analytics - Customer Database - Client Portal - Inventory Management - Tagging - Configurable Workflow - Customer History - Surveys & Feedback - Support Ticket Management - Service Level Agreement (SLA) Management - Widgets - Search/Filter - Chatbot - Email Templates - Activity Tracking - Feedback Management - Real-Time Data - API - Reporting/Analytics - Event Triggered Actions - Website Integration - Help Desk Management - Call Center Management - Queue Management - SSL Security - Social Media Integration - CRM - Chat/Messaging - Live Chat - AI Copilot - Customizable Reports - Email Management - Customizable Branding - Reporting & Statistics - Real-Time Notifications - Access Controls/Permissions - Customizable Forms - Customer Communication - Activity Dashboard - Third-Party Integrations - Customizable Fields - Multi-Channel Communication - Application Management - Communication Management - Role-Based Permissions **Additional Functionality** - Chat/Messaging - Multi-Channel Communication - Customer History - Alerts/Notifications - Real-Time Analytics - Phone Key Input - Call Logging - Customizable Reports - Real-Time Data - AI Copilot - CRM - Reporting & Statistics - Activity Tracking - Live Chat - Call Scripting - Contact Database - Voice Mail - Voice Customization - API - Call Tracking - SMS Messaging - Callback Scheduling - Caller ID - Predictive Dialer - Surveys & Feedback - Auto-Dialer - Pre-recorded Messages - Real-Time Notifications - Multiple Scripts - Interaction Tracking - Call Disposition **Access** - Software Pairing - Browser Extension - Individual Download **Insights** - Notes - Automated Voicemails - Automated Emails - Sorts Prospects - Automated Note Taking - AI/Machine Learning **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Generation - AI Text Summarization - Call Routing - Generative AI **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 - Third-Party Integrations - Computer Telephony Integration **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Multi-Language **Additional Functionality** - Customizable Fields - API - Real-Time Notifications - Lead Nurturing - Human Handover - Lead Management - Product Recommendations - Customer Experience Management - SMS Messaging - Appointment Management - Chat/Messaging - Real-Time Monitoring - Lead Distribution - Campaign Segmentation - Data Import/Export - A/B Testing - Real-Time Data - Real-time Conversations - Customizable Branding - Lead Qualification - Template Management - Autoresponders - Contact Database - Customer Segmentation - One-to-One Messaging - Communication Management - Campaign Management - Activity Dashboard - Lead Capture - Appointment Scheduling - Reporting & Statistics - Event Triggered Actions - Chatbot - Group Messaging - AI Copilot - Customer Database - Multi-Channel Communication - Email Automation - Surveys & Feedback - CRM - Engagement Tracking **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation **Additional Functionality** - Meeting Management - AI Copilot - Reminders - Recommendations - Lead Distribution - Workflow Management - Performance Management - Dashboard - Email Management - Lead Management - Activity Tracking - Email Templates - Third-Party Integrations - Customizable Fields - Sales Pipeline Management - Generative AI - Automatic Call Distribution - Call Monitoring - Lead Capture - Deal Management - Call List Management - Multi-Channel Communication - Call Recording - For Contact Centers - CRM - Data Management - Calendar Management - Chat/Messaging - Lead Qualification - API - Task Management - Interaction Tracking - Reporting & Statistics **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis - Call Monitoring - Real-Time Monitoring - Reporting/Analytics - Text to Speech **Additional Functionality** - AI Copilot - Activity Tracking - Call Routing - Call Scripting - Contact Management - Power Dialer - Preview Dialer - Auto-Dialer - Call Tracking - Real-Time Reporting - Customer Database - Lead Management - Predictive Dialer - Call Center Management - Integrations Management - Activity Dashboard - Automatic Call Distribution - Campaign Management - Generative AI - Interaction Tracking - Caller ID - Call Transfer - Call Disposition - Voice Mail - Chat/Messaging - Automatic Outbound Dialer - Call Reporting - API - Contact Database - Lead Capture - CRM - Call List Management - Progressive Dialer - Campaign Specific Caller ID - List Management - Customizable Fields - AI/Machine Learning - Reporting & Statistics - Multi-Channel Communication - Alerts/Notifications - Multi-Campaign - Workflow Management - Call Logging - Lead Distribution - Queue Management - Inbound Call Center - For Sales Teams/Organizations - Data Security - Outbound Call Center - Performance Management - Compliance Management - Mobile Access - Email Management **Advanced Features** - Hold Music - Automated Attendants - VOiP Number **Features** - Voicemail to Email - Voicemail to SMS - File Sharing - Voice Conferencing - Video Conferencing - Electronic Faxes - IVR - Video Call Recording - Customizable Reports - Real-Time Reporting - Meeting Management - Screen Sharing - Two-Way Audio & Video - Virtual Voicemail **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Additional Functionality** - Live Chat - Multi-Channel Communication - Customizable Reports - Call Tracking - Automatic Call Distribution - Real-Time Data - Purchasing & Receiving - Employee Directory - AI Copilot - Activity Tracking - Collaboration Tools - Call Scripting - Real-Time Reporting - Call Recording - Real-Time Analytics - Virtual Call Center - Activity Dashboard - Reporting & Statistics - CRM - Auto-Dialer - Generative AI - Contact Database - Call Transfer - Call Reporting - Call Logging - Voice Mail - Caller ID - Customizable Caller ID - Mobile Access - Callback Scheduling - IVR - API - Interaction Tracking - Call Routing - Alerts/Notifications - Video Conferencing - Call Conferencing - Call Disposition - Predictive Dialer - Spam Blocker - On-Demand Recording - Caller Profiles - Multiple User Accounts - VoIP Connection - Conferencing - Text to Speech - Reporting/Analytics - VoIP - Call Queues - Call Screening - Access Controls/Permissions - Online Voice Transmission - Unified Communications - Voicemail Transcription **Additional Functionality** - Trend Analysis - Generative AI - Voice Mail - SSL Security - Caller ID - Multi-Channel Communication - Activity Tracking - Interaction Tracking - Alerts/Notifications - Virtual Backgrounds - Mobile Access - Contact Management - Call Center Management - Access Controls/Permissions - Call Tracking - Call Transfer - Group Messaging - Call Recording - AI Copilot - Call Monitoring - Task Management - SMS Messaging - Reporting & Statistics - Activity Dashboard - Call Routing - Multi-User Collaboration - 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