Item: Genesys Cloud CX
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We recently switched to Genesys Cloud CX as our telephony platform for our contact center. We use it for our agents, management, reporting, workforce management, and quality assurance. We initially started with a dozen people on the platform and now have 400 on there. We have been happy with our decision to switch to Genesys.

Pros and Cons

Answering phone calls
Integrates multiple systems into one platform
Extremely stable

Reporting overall is lackluster
Finding time in secondary statuses is almost impossible out of the box
Due to having so many features, navigation can be confusing for new users

Most Important Features

WFM
QA
Accessibility

Return on Investment

Lowered our overall telephony costs
Allows us a better view of adherence to make the best of our workforce

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 CS really has expanded the overall capabilities we have from our telephony platform. Having WFM and QA integrated makes things much easier for everyone involved. The call quality and omnichannel capabilities are top notch. We really have nothing to complain about in those areas. The only downsides are the learning curve for new users and the reporting being not great. Reporting changes are on their road map, so hopefully it will get better.

The Dawn of a New Era Through Our New Telephony Platform, Genesys Cloud CX!

Overall Satisfaction with Genesys Cloud CX