Build rich customer experience without headache!
March 02, 2021
Build rich customer experience without headache!
Score 10 out of 10
Vetted Review
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
We've replaced our outdated telephony contact center infrastructure by Genesys Cloud omnichannel solution 3 years ago to enable our customer care organization operating follow the sun model worldwide to benefit from new digital capabilities and flexibility. It would be too costly to keep upgrading our previous infrastructure to introduce new digital channels (chat, email) and bot assistance functions. During the COVID 19, our customer care teams are able to keep operating from home without any service disruption to our airport and airlines customers.
- It's pretty simple to active Genesys platform in few days or weeks to make it ready for large and worldwide deployment.
- WebRTC softphone with OPUS codec provide a great solution for home worker agents.
- Just need to simply use the service and no need to spend time on infrastructure management compare to on-premises contact center that require regular patching, upgrade which are complex operations.
- IVR is powerful with API and integration with AI function while remaining easy to be managed for day to day operation.
- AppFoundry is another key feature to allow third party application activation.
- Simple recording solution with visual time line and scripting.
- Communicate functions are not rich enough to replace traditional telephony system.
- Chat client is not rich enough to ease user interaction. Ex: No click button to allow customer to reply easily.
- Missing email notification for reports or any customized events.
- Cannot mix virtual edge with cloud carrier and local edge model.
- Better cost control with simple features vs cost base on the select plans PC1, 2 or 3.
- New features or improve for same monthly charges with upgrade cost.
We were previously running on Avaya platform and initially planned to move to Cisco UCCE but
has matured our decision to proceed with Genesys Cloud CCaaS solution.
- The solution complexity for an omnichannel and regular system maintenance compare to a simple consumption of Cloud services, and
- Static licensing capacity vs dynamic cloud monthly consumption
has matured our decision to proceed with Genesys Cloud CCaaS solution.
Do you think Genesys Cloud CX delivers good value for the price?
Yes
Are you happy with Genesys Cloud CX's feature set?
Yes
Did Genesys Cloud CX live up to sales and marketing promises?
Yes
Did implementation of Genesys Cloud CX go as expected?
Yes
Would you buy Genesys Cloud CX again?
Yes