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Genesys Cloud CX Logo
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Genesys

Genesys Cloud CX

Composite Score
7.6 /10
CX Score
7.8 /10
Genesys Cloud CX
7.6 /10

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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Genesys 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

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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?

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0% Negative
10% Neutral
90% Positive

Pros

  • Performance Enhancing
  • Enables Productivity
  • Efficient Service
  • Caring

Feature Ratings

Average 84

Call Management

87

Analytics and Reporting

86

CRM Integration

85

Contact List Management

85

Power/Progressive Dialer

83

Interactive Voice Response (IVR) and Call Flow Designer

83

Preview Dialer

82

Campaign Control Management

80

Omnichannel Integration

76

Predictive Dialer

74

Vendor Capability Ratings

Average 82

Quality of Features

92

Usability and Intuitiveness

88

Ease of Implementation

86

Availability and Quality of Training

85

Product Strategy and Rate of Improvement

83

Business Value Created

82

Ease of Data Integration

82

Vendor Support

81

Breadth of Features

80

Ease of IT Administration

74

Ease of Customization

74

Genesys Cloud CX Reviews

Herman B.

  • Role: Information Technology
  • Industry: Healthcare
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Dec 2024

Genesys Cloud CX

Likeliness to Recommend

9 /10

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
Validated Review
Verified Reviewer

Submitted Apr 2024

Likeliness to Recommend

9 /10

Pros

  • Performance Enhancing
  • Enables Productivity
  • Trustworthy
  • Unique Features

Javed Q.

  • Role: C-Level
  • Industry: Finance
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jun 2025

Unified Omnichannel+AI: enterprise CX simplified

Likeliness to Recommend

8 /10

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