Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
Genesys Cloud was more Contact Center Process focused and was a better fit as we did not need a CRM solution. We needed to route, manage and report on customer transactions across many channels and brands. The Genesys Cloud interface is much easier than Salesforce which was a …
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Chose Genesys Cloud CX
We get the good omnichannel experience and fast implementation, Webex phone features and also cost effective solution.Genesys WEM/WFO is very good and its helps business for the forcasting and enabling the shift plans as well.
When we started this journey, we had nine Different contact Center applications in our business. We selected Genesys Cloud CX as a replacement for all of those.
Compared to avaya, Genesys Cloud CX was able to give us better way to connect to customers. It also gave the customers an option to call back which was not there on avaya. The audio clarity is better in avaya. The call logs were also stored in Genesys Cloud CX which wasn't the …
So we came from Avaya where we were using their Oceania PR platform, which was similar to this but nowhere near as good. It was actually very poorly run when we started looking at moving away. We had to narrow down between Genesys and NICE. So I like both platforms but …
We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but …
Genesys is an end-to-end solution developed in-house - at the time of evaluating Ring Central it was coupled with Nice In Contact, and did not work seamlessly.
This was aspect when we had it. Genesys PureCloud has started to catch up to the WFM features and has some advancements over aspect but there’s still some features that I wish I had with aspect in terms of RTA forecasting and scheduling.