Genesys Cloud CX

Pros: Simple to use deskless calling service with the ability to forward calls and review voicemails. I enjoy that I can easily forward messages to direct members of our team for feedback as well as leave them notes. The caller ID, volume options, and interface is well done. Automatically connects to my device profile with my custom controls and settings which is a nice feature. Directory works really well and I could easily contact someone within the company if I had to.

Cons: The ringer options and customization for sounds is very minimal. I found them all to be pretty pitchy and difficult to stomach on a regular basis. There is also no way to mute or ignore a call for our team phone line. I end up just muting the entire site which is not helpful. If this was adjusted or changed, I would consider this product top-tier.

Pros: This is True omnichannel (voice, chat, email, social) in one platform. AI/ML tools (predictive routing, sentiment analysis) boost efficiency. Rapid innovation with monthly updates.

Cons: I think high TCO and Advanced workflows require developer expertise. Also it's Regional Language AI - Hindi/Tamil/Marathi NLP accuracy dips vs. English, slowing vernacular customer support. Not offer pure on-prem.

Pros: Simple to use and offers first-class connectivity. Makes calling so much quick by integrating it with other platforms. Absolutely friendly customer support making the quality much better. Moreover, all the features can be managed by admin dashboard giving full control.

Cons: Now I do not have problems with this tool. However, during purchasing and launching, I needed assistance from their team just to be sure that I was doing the right thing.

Pros: Genesys cloud is a very incredible tool for contact centers, great software for navigating calls. Easy to use and great for stat reporting and analytics.

Cons: At times learning the ways to transfer calls, and just learning the ins and outs took time. However after a little bit of exploring you can pick up what you need.

Cons: Reporting could be improved. Other than that, there is absolutely nothing to dislike about Genesys Cloud CX.

Pros: I LOVE GENESYS. IT IS SO VERY USER FRIENDLY. BEING ABLE TO SEE MY PRODUCTIVITY IS A GREAT PRO TO THE SOFTWARE.

Cons: I JUST WISH THAT MY COMPANY WOULD ACTUALLY USE THE SCHEDULE PART OF GENESYS. THERE IS ALSO A GROUP CHAT THAT IS ACTIVE, BUT NO ONE CAN LEAVE IT. IT WOULD BE GREAT TO BE ABLE TO REMOVE MYSELF FROM THAT.

Pros: What I like the most about Genesys cloud is that it provides insights and analytics for customer's interaction on the dashboard.

Cons: Being a cloud-native platform, internet connectivity issues occur occasionally causing downtime on chanels.

Pros: It provides a unified platform for managing customer interactions across various channels such as voice, chat, SMS, and more.

Cons: The mobile version is not seamless as the desktop version. Some functions are harder to access and manage on mobile devices.

Pros: Genesys is a great soft phone application. I have used other soft phones and this soft phone does not dropped as much and does not have lots of audio issues etc. I am pleased.

Cons: Currently there are not cons with using Genesys as it is what I expected it to be.

Pros: Easily access call history, voicemails all in one place, works well with current work system

Cons: No ability to customize caller ID without purchasing extras for the entire company

Pros: Different modes and settings allow for various program setups

Cons: not always accurate in recording performance or documentation

Pros: I like that you can pop out a little window to make it easier to use it while using other apps.

Cons: Sometimes the headphones have a difficult time connecting or they will disconnect during a call.

Pros: the interactive face of listening and reading the transcript of calls

Cons: malfunctioning issues with screen capture and transcript

Pros: Genesys works well for remote teams and integrates with other systems, all while keeping costs down by removing the need for a lot of IT maintenance. The features offered is amazing

Cons: Despite its many strengths, Genesys Cloud CX has a few downsides. Some users experience a learning curve when navigating advanced features or setting up customized workflows. Additionally, while the platform offers powerful integrations, working with third-party systems can sometimes be complex or limited. For smaller businesses, the subscription fees and costs for premium features may be a bit high. Occasional system bugs or downtimes have been reported, which can disrupt operations, and support response times for non-critical issues can sometimes be slower than expected.

Pros: Overall features are nice with the inbuilt mute button or the amount of information it gives, like lets say we are on queue and we can see others who are on queue and for how long they are there and on what team, once we learn about all the features it is very easy to use.

Cons: The call assignment is random and not as per first come first serve while on queue, navigation is very difficult with important buttons being very small and takes time to search if u are a new user.

Pros: How easy it is to transfer calls amongst other colleagues. I also appreciate using the dial on screen.

Cons: It feels a little overwhelming as a new user.

Pros: we use Genesys cloud to interact with customers via calls and emails and its so far the best

Cons: Sometimes it takes some extra time to load files from customers

Pros: Nothing, phones rely on internet and are problematic from the start.

Cons: They are very unreliable. Vendor is at our site weekly, issues never get resolved.

Pros: Fast and easy to implement. Lots of functionality and great APIs to integrate with almost anything.

Cons: Pricing is high. You must do a Business Case to evaluate ROI and TCO.

Pros: It's relatively easy to provision the system once Genesys sets it up. You can have a basic system up and running pretty quick. This is especially true if you use the voice service or a service that is easy to integrate.

Cons: Genesys support lacks in almost all aspects. It is frustrating and difficult to get answers at times.

Pros: A powerful live chat too to integrate with your sites so your customer can get quick support

Cons: Difficult to integrate on to your site, documentation was lacking for us

Pros: I was able to use the functions all in all

Cons: Features and functions can improve for call operators and admin users