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Genesys Cloud CX Reviews

Vendor: Genesys
4.4 out of 5
Badge Ranked 1
280 followers
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What is Genesys Cloud CX?

Featured Genesys Cloud CX reviews

Genesys Cloud CX mindshare

As of June 2025, the mindshare of Genesys Cloud CX in the Contact Center Platforms category stands at 20.3%, down from 28.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.
Contact Center Platforms

PeerResearch reports based on Genesys Cloud CX reviews

TypeTitleDate
CategoryContact Center PlatformsJun 2, 2025Download
ProductReviews, tips, and advice from real usersJun 2, 2025Download
ComparisonGenesys Cloud CX vs Amazon ConnectJun 2, 2025Download
ComparisonGenesys Cloud CX vs Five9Jun 2, 2025Download
ComparisonGenesys Cloud CX vs TalkDeskJun 2, 2025Download
Suggested products
TitleRatingMindshareRecommending
NICE CXone4.1N/A96%13 interviewsAdd to research
Amazon Connect4.225.7%100%18 interviewsAdd to research
 
 
Key learnings from peers

Valuable Features

Room for Improvement

ROI

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

By reviewers
By visitors reading reviews

Top industries

By visitors reading reviews
Educational Organization
13%
Financial Services Firm
13%
Computer Software Company
10%
Manufacturing Company
7%
Healthcare Company
7%
Government
7%
Insurance Company
5%
Retailer
5%
Non Profit
3%
Comms Service Provider
3%
Energy/Utilities Company
3%
University
3%
Real Estate/Law Firm
2%
Outsourcing Company
2%
Construction Company
2%
Performing Arts
2%
Media Company
1%
Hospitality Company
1%
Legal Firm
1%
Wholesaler/Distributor
1%
Consumer Goods Company
1%
Photography Company
1%
Transportation Company
1%
Engineering Company
1%
Aerospace/Defense Firm
1%

Compare Genesys Cloud CX with alternative products

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Genesys Cloud CX customers

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Genesys Cloud CX reviews

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PD
BA at Rise Asia Technology Limited
Verified user of Genesys Cloud CX
Nov 28, 2024
Real-time analytics enhances decision-making through improved visibility

Pros

"The integration capabilities are very good. It is API-based and offers prebuilt integrations."

Cons

"Their WFM product is still pretty immature. "
AB370 - PeerSpot user
Manager, Customer Experience Country (France) at Stellantis
Verified user of Genesys Cloud CX
Nov 4, 2024
Enhanced customer interaction with integrated CTI improves service operations

Pros

"The integration of CTI within the IT system is a particularly valuable feature."

Cons

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."
Find out what your peers are saying about Genesys Cloud CX. Updated May 2025
853,868 professionals have used our research since 2012.
Mohd Omar - PeerSpot user
Contact Center Chief Specialist at Department of Finance - Dubai
Verified user of Genesys Cloud CX
Sep 16, 2024
Product version discussed: latest
Accurate predictions enhance operations, but integration and support need improvement

Pros

"The most valuable feature for me is the WFM tool."

Cons

"The cost needs to be improved, and it should be easier to integrate."
ABHAY MISRA - PeerSpot user
Senior Principal Consultant at Moksa Technologies Pvt. Ltd.
Verified user of Genesys Cloud CX
Apr 22, 2024
Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers

Pros

"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful. "

Cons

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference. "
DB
Genesys Consultant at Virgin Media
Verified user of Genesys Cloud CX
Dec 11, 2022
No restrictions on what the solution can do; new integrations with other cloud solutions

Pros

"Genesys Cloud is an excellent platform."

Cons

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
PeerSpot user
Senior Genesys Engineer at a tech vendor with 10,001+ employees
Verified user of Genesys Cloud CX
Dec 11, 2022
More efficient and easier to use than on-premise competitors; more affordable because of its pay-as-you-go pricing model

Pros

"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."

Cons

"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
Daniel Calatrava - PeerSpot user
Genesys Cloud Consultant / Software Engineer at Hightelecom
Verified user of Genesys Cloud CX
Nov 19, 2022
Product version discussed: Latest version
A stable solution with automatic server backup, that is scalable, with low maintenance

Pros

"The stability is really good."

Cons

"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
Manan Gupta - PeerSpot user
Management Consulting Analyst at a consultancy with 10,001+ employees
Verified user of Genesys Cloud CX
Feb 28, 2024
Offers excellent scalability and is user-friendly

Pros

"Its comprehensive single application includes everything from reporting to IVR and workflows."

Cons

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."