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Customer relationships can be complex, but that doesn’t mean they have to be difficult. The Genesys Cloud CX (formerly Genesys Cloud) solution promises to make customer relationships simple. Built to handle any channel, the Genesys Cloud CX (formerly Genesys Cloud) platform follows the conversation across communication channels—turning calls, email, chats and social comments into a conversation.
The vendor aims to simplify the way you connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships. Genesys Cloud CX (formerly Genesys Cloud) is a customizable all-in-one application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.
The vendor says their software deploys in days, is intuitive to use, and continually innovates with upgrades each week.
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 replaced our Avaya phone system, our Verint WFM solution and our Cacti call recording solution. We went with the Genesys solution as it provided us with a single solution for those systems plus more functionality that we didn't have at the time
It replaced our Noble Systems Touchstar dialler which did not have the flexibility nor the diversity we needed to assist us in growing the business and incorporating the digital channels we were looking for to compliment our multi brand and web presence. When moving to Purecloud initially some of the channels were in their infancy but now are developing at pace.