Why I would purchase Genesys Cloud CX
March 05, 2023
Why I would purchase Genesys Cloud CX
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We use Genesys Cloud CX with Salesforce lighting as the CRM an all in one contact center platform. That is what makes GC so great is that it has all products that you need bundled into one. I cannot imagine using multiple products when you can purchase an all in one solution.
- WEM
- Routing
- Analytics
- Alerting
- WFM
- Mobile Chat
- Fewer agents needed in QA
- Analytics allowed us to target advertising
- Dialer revenue increased
Knowledge Management has been great for the business. It allows us to easily create, edit, maintain and activate knowledge/information for the various channels and we use all the channels. Knowledge Management also allows us to boost productivity for all your users while automatically delivering the right knowledge across channels to the agents.
I need to be honest the migration was difficult. At the highest levels of the business Genesys Cloud CX was the choice but that information was not filtered down at first which caused delays in the project. I would suggest that "everyone" is on board before starting the migration. Once all parties knew "they had no choice" the migration went faster/smoother.
- NICE Engage Platform, Avaya UCaaS and Genesys PureConnect (discontinued)
Lets be honest Genesys Cloud CX is the only call center solution that offers all features in one package. Every other call center solution you will need to buy a third party add-on for a feature you want. Examples I have seen would be Analytics, Recordings, WFM not included in other call center products.
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