Genesys review

Positive reviews:

“Honestly, reliability. When you’re handling back to back calls with travelers flight disruptions, urgent hotel changes, last minute reissues you don’t want your tool to lag or crash. Genesys Cloud CX just works. Call quality is solid, routing is clean, and switching between calls, notes, and statuses feels smooth. That matters a lot in a high pressure travel support role. Like here at Navan, I use this tool to communicate with travelers sometimes their flight is within 1-2 hours and just because of this tool the communication goes smoothly as I don’t face any lag just because of the communication quality on this tool, I mostly am able to manage traveler’s queries easily and work on that. I don’t spend time fixing the communication tool rather I spend time working on the concern.” – Furkan K. ⭐⭐⭐⭐⭐ January 23, 2026

“Genesys Cloud combines a flexible, scalable cloud architecture with AI-driven automation, omnichannel engagement, workforce optimization, and solid integration support. This helps contact centers run more efficiently, deliver better customer experiences, and scale up without being held back by heavy infrastructure constraints.” – Sushank M. ⭐⭐⭐⭐⭐ February 11, 2026

Negative reviews:

“Its use is simple for the user and not very complicated, although its interface can be a bit complicated at first.” – Nuria R. ⭐⭐☆☆☆ January 5, 2024

“The only thing I like is the suite of Genesys software – WWE, GAX, GIR, Pulse, and GCXI to work. WWE has so many incoming call issues that everything else is moot. The platform is very unstable at best!” – Verified User in Government Administration ⭐☆☆☆☆ June 9, 2022

Positive reviews:

“Genesys has been a great provider, who is always willing to provide support and resolution, and provides excellent resources to assist in our growth and use of the system. Being involved in the Summit opened our eyes to the full breadth of what the platform is capable of, and showed that we have only scratched the surface. We have been able to takeaway and plan for the functions we will implement in the future to continue to improve our services.” – TEAM LEADER ⭐⭐⭐⭐⭐ November 19, 2025

“Genesys is truly the gold standard in both customer and agent experience alike. All employees are always willing to listen and help, which is so encouraging. Genesys has a best-in-class yearly convention that showcases innovative solutions for organizations from various industries across the globe. Their client base is also equally friendly and helpful, and I’ve honestly never seen anything as positive in sharing the various solutions that Genesys can provide in the day-to-day work environment. Also, because Genesys is a cloud-based solution, as long as I have an internet connection, it’s available wherever I go.” – Operations Manager ⭐⭐⭐⭐⭐ February 5, 2026

Negative reviews:

“Awful support- many unresolved issues with dire impact on business, major lack of basic and expected UC and CC functionality such as scheduling, call routing, agent state and supervisor controls. Very minimal reporting capabilities out of the box. Rolled this out as a pilot and ended up pulling the plug after 6 months of trying to resolve basic audio call quality/latency issues and system malfunctions/bugs.” – Project Manager ⭐☆☆☆☆ September 11, 2019

“All deliverables were late and are still not complete as I give this review. Since we have not signed off on the project, we don’t consider the product to be live. The vendor on the other hand thinks that the product has been live for 3 years – even though we have not signed off on the project which was supposed to last one year, but is going on 3 years now.” – IT Service Delivery Manager Lead ⭐☆☆☆☆ January 18, 2018

Positive reviews:

“The determination that Genesys Cloud CX has in allowing customers give their mind effective and useful.” – Sabrina B. ⭐⭐⭐⭐⭐

“Directory works really well and I could easily contact someone within the company if I had to.” – Jordan M. ⭐⭐⭐⭐⭐

Negative reviews:

“Malfunctioning issues with screen capture and transcript.” – Davida N ⭐☆☆☆☆

“Being a cloud-native platform, internet connectivity issues occur occasionally causing downtime on chanels.” – Moe H. ⭐☆☆☆☆

Positive reviews:

“Genesys really is a great company, especially when you consider it is a large industry leading company owned by Private Equity. That means there is a big focus on driving business results, of course, but the company lives up to the core values of ethics and empathy in the way they treat employees. Compensation and benefits are good and there’s room for career growth. There is a real emphasis on team (we call it One Genesys) throughout all levels of the company and, in my experience, people live up to it.” – Senior project manager ⭐⭐⭐⭐⭐ January 6, 2026

“Great people and good benefits. Great culture. Unlimited PTO isn’t policed.” – Staff user experience designer ⭐⭐⭐⭐⭐ January 12, 2026

Negative reviews:

“In the Manila office, there are tenured employees are power trippers who love makinh gossips. The environment is so toxic that you will hear them bad mouth others who are not around but will act as if they are close friends when they’re together. This behavior is not only tolerated, but even encouraged by managers. Also, these people use their company-issuer creditcards to spend on themselves and eat at nice restaurants, getting massages, and put it as company expense using clients as reasons. They also use the creditcard to buy food in the office as bribe.” – Anonymous employee ⭐☆☆☆☆ September 11, 2024

“The company culture is terrible. Colleagues appear to have their own agendas, and I’ve never worked in a place where people are so eager to see others fail or backstab you. I regret leaving my previous job in pursuit of a bigger paycheck, where my manager genuinely cared about both the team and me. Due to high turnover, we had a new manager from a large tech company, and it was a disaster. They never offered help or feedback, were uncommunicative, incredibly secretive, and displayed a condescending, careless attitude. By the way, they were fired for poor performance. By my second week at Genesys, I realized I had joined a team of wolves in sheep’s clothing. Those in charge withheld growth opportunities, information, and interesting projects just to boost their own resumes or status within the company. I received no support whatsoever. If you’re based outside the U.S., you can also expect to face a dimming treatment, which is evident across other teams outside the US since the company primarily focuses on the U.S. Call it what you want.” – Marketing specialist ⭐☆☆☆☆ October 24, 2024

Positive reviews:

“Nice and very helpful solution. This suite has made my life at work so much easier. Super-fast to submit a ticket, I can input plenty of information, plus I can see all updates. customized domain, knowledge base, and self-service portal. Overall, it is a cool tool that makes it easier to track your work.” – Anthony Horton ⭐⭐⭐⭐⭐ January 9, 2023

“I have enjoyed the Genesys Call Center phone systems for years. Their support has been excellent. I have to say that I see the quality of their support degrading recently however. As they put all their energy into Cloud, premise support is waning. No one wins in that scenario.” – Richard Oberle ⭐⭐⭐⭐⭐ February 26, 2021

Positive reviews:

“Excellent training materials and training. Very easy to use because everything is already built – complete cloud solution. The latest version and updates have been great. It has everything we need.” – Brenda V. ⭐⭐⭐⭐⭐ May 2025

“Timeline of the project si half the usual timeline from other vendors. Easy to use and intuitive for users. The payback, once implemented, as a multi-channel tool is awesome.” – Alejandra T. ⭐⭐⭐⭐⭐ January 2025

Negative reviews:

“Dropped calls, end user cant hear us. We cant hear end users.” – Ted S. ⭐☆☆☆☆ February 2025

“We are trying to set up PureCloud to work with the SFDC bridge connector – not able to set this up and not support from Genesys.” – Stephanie B. ▪⭐☆☆☆☆ March 2020

Positive reviews:

“Genesys Cloud CX is the upgrade we went from Genesys Engage. Given our strong understanding of Genesys, we selected Genesys Cloud as our next CCaaS solution. With Genesys Cloud CX, we had a very smooth transition from the legacy platform. Our challenges were understanding the new platform and applying our logic and configuration to it. With the Genesys Cloud Architect helping us easily develop our flows, including integrations and Data actions to connect to external 3rd-party applications, it was straightforward. The overall Migration process was a success, and huge thanks to Genesys CloudCX for making it user-friendly and having guides all the way through to help us.” – Verified User ⭐⭐⭐⭐⭐ February 16, 2026

“Genesys Cloud CX is the Contact Center Platform used in the org for the RCM business function. Customer Service is the major contributor.” – Verified User ⭐⭐⭐⭐⭐ February 15, 2026

Negative reviews:

“Their customer support is a joke. I have had several critical tickets open for months with no progress. It does not help that, as a customer, you are not actually allowed to submit tickets. You are at the mercy of whoever sold you the software to appropriately communicate the issue to Genesys. Even when the issues do make it to the customer support engineer with all the information intact, they will ask you to produce network/console logs regardless of whether they are relevant to the issue at hand. The entire experience has been destroyed by their complete lack of vision when it comes to supporting the users.” – Heather Rauch ⭐☆☆☆☆ February 15, 2022

“Genesys is used as a phone system for all inbound and outbound sales calls. Genesys is not the most reliable. Every day when I initially log on it does not pick up my current headphone device that I need to use. I’ll have to manually switch it every time. Then when I take a call, I can hear the client and they cannot hear me. I then have to hang up on them, logout, log back in, make sure my headphones are selected, I then call my cellphone to make sure it’s working correctly. I do this up to 4-5 times a day. It’s the biggest waste of time and I couldn’t be more unhappy with this system.” – Christopher Doyle ⭐☆☆☆☆ March 1, 2021