Genesys Cloud CX offers valuable features such as cloud reliability, omnichannel capabilities, and easy WhatsApp integration. Users benefit from advanced AI tools, real-time analytics, and flexible routing. The system's intuitive interface and integration with third-party apps enhance efficiency. Cost-effectiveness through usage-based pricing and pre-installed applications reduces deployment complexity. Its robust reporting, quality management, and seamless integration with AWS are highly appreciated. Gamification and predictive routing improve performance, while real-time dashboards influence decision-making.
- "Genesys Cloud CX platform's unified interface has improved agent efficiency a lot; compared to other platforms, it contributes about 40 percent to agent efficiency since agents do not have to toggle between multiple screens, allowing them to focus on the solution and respond to customers effectively."
- "Genesys is brilliant concerning stability."
- "The integration capabilities are very good. It is API-based and offers prebuilt integrations."
Genesys Cloud CX’s process automation, integration, and reporting capabilities need enhancement compared to Genesys Engage. Users seek improved customization, easier configuration, and better pricing options. Troubleshooting is hampered by limited administrative access, requiring reliance on support. Users desire quicker configurations, better macro features, and flexible pricing. Encryption, user management across multiple organizations, and technical troubleshooting could be more autonomous, while automation in agent creation and cost flexibility are also areas for improvement.
- "In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal."
- "Their WFM product is still pretty immature."
- "Their WFM product is still pretty immature."
