
What is Genesys Cloud CX?
Unify customer experiences across phone, email, chat, text and social channels. Keep agents productive and engaged, no matter where they are. The Genesys Cloud CX™ platform does it all.
Company Details
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Get AssistanceGenesys Cloud CX Ratings
Real user data aggregated to summarize the product performance and customer experience.
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
89 Likeliness to Recommend
100 Plan to Renew
84 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
- Product Experience:
- 95%
- Negotiation and Contract:
- 83%
- Conflict Resolution:
- 84%
- Strategy & Innovation:
- 88%
- Service Experience:
- 95%
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+89 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Genesys Cloud CX?
Pros
- Performance Enhancing
- Enables Productivity
- Efficient Service
- Caring
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Call Management
Analytics and Reporting
CRM Integration
Contact List Management
Power/Progressive Dialer
Interactive Voice Response (IVR) and Call Flow Designer
Preview Dialer
Campaign Control Management
Omnichannel Integration
Predictive Dialer
Vendor Capability Ratings
Quality of Features
Usability and Intuitiveness
Ease of Implementation
Availability and Quality of Training
Product Strategy and Rate of Improvement
Business Value Created
Ease of Data Integration
Vendor Support
Breadth of Features
Ease of IT Administration
Ease of Customization
Also Featured in...
Genesys Cloud CX Reviews
Herman B.
- Role: Information Technology
- Industry: Healthcare
- Involvement: IT Development, Integration, and Administration
Submitted Dec 2024
Genesys Cloud CX
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Unlike traditional contact center solutions, it integrates phone, chat, email, and social media into a unified platform, which is essential for managing patient inquiries across multiple channels.
What is your favorite aspect of this product?
We used it to streamline patient appointment scheduling by prioritizing queries based on urgency and directing them to the appropriate team, reducing call wait times significantly.
What do you dislike most about this product?
In our case, connecting Genesys with an older patient management system required additional custom development work.
What recommendations would you give to someone considering this product?
leverage the built-in analytics to measure patient satisfaction and refine your workflows for better service delivery
Pros
- Continually Improving Product
- Efficient Service
- Client Friendly Policies
- Client's Interest First
Cons
- Under Delivered

Milena T.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2024
Likeliness to Recommend
Pros
- Performance Enhancing
- Enables Productivity
- Trustworthy
- Unique Features
Javed Q.
- Role: C-Level
- Industry: Finance
- Involvement: IT Development, Integration, and Administration
Submitted Jun 2025
Unified Omnichannel+AI: enterprise CX simplified
Likeliness to Recommend
What differentiates Genesys Cloud CX from other similar products?
Unified Omni channel, enterprise scalability, and native AI -all in one single API first cloud platform.
What is your favorite aspect of this product?
Very seamless in managing voice, chat, SMS, email etc. scale effortlessly in cloud, Giving a true omnichannel experience with unified reporting and AI features.
What do you dislike most about this product?
Cost and learning curve, customised reporting is little complex, also it should have hybrid cloud model.
What recommendations would you give to someone considering this product?
Its a top-tier, scalable omnichannel platform excelling in unified customer journey. Good for BFSI domain to solve banking's digital transformation and CX challenges.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing