My candid Genesys cloud CCaas experience.
October 14, 2022
My candid Genesys cloud CCaas experience.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Genesys cloud is currently being implemented to replace Genesys engage due to its scalability features, WFM reporting, and the most interesting feature that will really resolve the business problem of customer service quality is the TTS/STT translation and sentiment analysis AI capability of Genesys cloud. This is certainly a game changer and will allow the company scales up employee size without bothering too much about infrastructure upgrades while administering quality services.
- Great architecture environment.
- Seamless integration of call routing with Salesforce.
- Sufficient knowledge base.
- Simultaneous log in instances with Salesforce widget and Genesys cloud instance.
- More information extraction capabilities on the admin page.
- Less glitch on the admin page where items go missing.
- WFM
- Sentiment analysis.
- Architect features.
- Less impact on budget.
- Less impact on infrastructure maintenance.
- Chat and email integration with Salesforce lightning still an issue.
Genesys cloud has a more stable environment, a more user-friendly interface, and efficient call center administration on the telephony side. AI capabilities, extension number capability inbuilt. Integration with Salesforce for calling, integration with azure active directory for SSO sign on, more responsive work environment, more support from the customer service, efficient for a large organization.
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?
I wasn't involved with the selection/purchase process
Did implementation of Genesys Cloud CX go as expected?
No
Would you buy Genesys Cloud CX again?
Yes