Genesys CX delivers value
March 27, 2023
Genesys CX delivers value
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We needed to move off of an EOL legacy on prem solution. Genesys CX was the obvious choice. Genesys brings a wealth of industry experience, platform innovation and ease of use with this CCaaS solution. We moved 4 companies, 275 queues, 170 locations and 3,300 users over to the solution within 18 months, including multiple CRM integrations. While it was a lot of work, the implementation was relatively easy compared to past software/hardware replacements.
- Ease of Use
- Industry Knowledge/Experience
- Breadth of Features Available
- Speed of Innovation
- Operational Support
- Contract negotiation
- Ability to innovate faster
- Improved agent experience
- True Omnichannel experience
We are not using knowledge management, but plan to in the future.
We did a self-deployment implement, with SME type support from Genesys Professional Services. We had assigned Architect, API and Reporting SMEs available to our internal team. This model worked well for us and saved us 60-70% of what Genesys PS direct implementation would have cost us.
The available features, ease of configuration, rate of innovation and industry experience were what sold us on Genesys CX
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
Genesys Cloud CX Feature Ratings
Genesys Cloud CX Support
Pros | Cons |
---|---|
None | Slow Resolution Poor followup Problems left unsolved Not kept informed Escalation required Difficult to get immediate help Need to explain problems multiple times |
No we didn't purchase premium support as we did not see the value to cost.
Yes - No it took months to resolve. Dev and support teams came back to us multiple times asking the same questions or for new info for the same thing.
No I cannot.