Item: Genesys Cloud CX
Rating: 10
Author: Megan Drutherosky

Use Cases and Deployment Scope

We use Genesys Cloud CX as our contact center solution for our customers to call in and request assistance. The business problems Genesys Cloud CX addresses 1: Contact Center integration into Salesforce for our support analysts which is their primary case management platform 2: Real-time call and queue insights for contact center resourcing.

Pros and Cons

Queueing makes scheduling agents with different skills who handle other clients
Widget allows reps to handle phone calls within Salesforce without the need for additional hardware or application windows
Simple interface

Adding better UC functionality like paging, park, and other basic PBX features
Storage of approved/denied time off requests/shift trades.

Most Important Features

Intuitive design for effortless experiences

Return on Investment

Has provided an excellent solution to WFH due to COVID.

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 for medium to large companies that would like a system with multiple abilities and functionalities. It should be known that the customer will be part of the developmental process and the customer should be prepared to help build and customize the system to fit specific needs. The customer should also be prepared to work on said improvements even after initial implementation.

Usability

10

Very intuitive and easy to use.

Usability Pros and Cons

Pros	Cons
Like to use Easy to use Well integrated Quick to learn Feel confident using	Unnecessarily complex Requires technical support Inconsistent Cumbersome Lots to learn

Genesys multicloud CX review

Overall Satisfaction with Genesys Cloud CX