Superb UI makes adoption a breeze
October 12, 2021
Superb UI makes adoption a breeze
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)
We adopted Genesys primary for our Call Center, however, the whole company uses it. Our previous self-hosted Avaya phone system was clunky and unreliable, especially when our agents went full-time remote. We wanted to jump to the bleeding edge of Call Center solutions, and Genesys stood out from the competition.
- Browser-based (no need to install/update apps).
- Simple and intuitive UI for agents.
- Outstanding admin interface makes it easy to build call flows.
- The reporting could be more robust and customizable.
- The mobile app sometimes forgets your credentials.
- User groups cannot receive inbound faxes. Only individual users can.
- Our abandonment rate almost immediately fell below 1% and stayed there.
- Financial impact is about the same as our previous Avaya system.
- Receiving far fewer requests for technical support compared to our previous Avaya system.
- NICE CXone (formerly NICE inContact)
The user interface of Genesys is far superior to NICE CXone. Very clean and intuitive. We were able to get our agents up and running on Genesys simply by recording a 17-minute tutorial webinar. With NICE CXone, based on what we saw in the demo, it would have taken weeks of training for our agents to become comfortable with the system. Also, the subscription fees for NICE CXone were double that of Genesys, for fewer standard features.
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