Item: Genesys Cloud CX
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Genesys Cloud CX is used to call leads and loyal partners. This is a softphone that makes your everyday calling easier and better. you also have the option to receive a voicemail whenever you are out of the office so easy to check information or update accounts if there is an urgent request, This made your time more efficient to continue with another business process.

Pros and Cons

Genesys Cloud CX Allows you to call and receive a call. I like this tool as it also has a Voicemail box wherein you can check leads and partners' urgent requests.
Genesys Cloud CX Gives you more options by easily ticking the box to customize your setup, sample setup is like turning on notification, queuing before dial, and a lot more. You can also test your mic, connectivity, and throughput.
What I really love about Genesys Cloud CX is that your recordings and every transaction you have are very personalized and confidential as you have your own logins that you need to sign in before creating any activity.

Genesys Cloud CX is a whole package tool for me. However when adding some notes when you accidentally press enter there's no way you can edit that on the same page. You need to click the arrow right to view another salesforce page to edit the call notes as well as the disposition code.
Genesys Cloud CX is a good tool for calling leads and partners however sometimes there is a Genesys error and they will not hear you on the other line. You need to end the call Logout then log in that's the time you can call back.
Genesys Cloud CX sometimes fails to record the call but that is very minimal, Maybe it's because of the internet connection but overall, all functions are good.

Return on Investment

Genesys Cloud CX provides Communication within your hand. It is very user-friendly and a whole package to any Contact center businesses and other related businesses. This tool can help you generate sales by getting in touch with your target market you can attend to their needs and help them resolve their concern to win their loyalty and trust.
Having Genesys Cloud CX makes your everyday work efficient and effective as it gives you the option to customize the phone settings line queue before dialing, turn on notifications, ring if there is an incoming call, etc. You also have the option to do mic settings like decreasing noise background that make your call effective. You are efficient in your time because you don't need to summarize the call every interaction as Genesys Cloud Cx has a recording option you can always refer to.
Genesys Cloud CX sometimes has some issues like failing to record calls or voice delay on the other line it may impact business well and not so good but that is very minimal and maybe it is because of internet connection.

Key Insights

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

Likelihood to Recommend

Genesys Cloud CX is well suited in calling while recording because it serves as the reference for whatever concerns may arise, You also have the voicemail inbox that you can always check because when you are not in the office, leads and partners also have the option to call you and leave a message. Scenarios, where it is less appropriate, is when you are calling there are like 10 seconds delay from the other line. maybe that is because of the Internet connection because it is very minimal.

Other Software Used

Groove, DocuSign, OneLogin

Check this tool and see what BEST they can offer base on my experience.

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)