Genesys Cloud FTW
March 28, 2023
Genesys Cloud FTW
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Genesys Cloud CX is deployed across our sales and customer service functions to handle basic inbound and outbound voice interactions. Basic use cases at the moment to handle all these voice interactions. There are now developing use cases for Chat/ChatBots, CRM integrations, etc.
- Browser based client is simple to deploy and easy to manage.
- Web based architect is intuitive and easy to use.
- Customers consistently report the interface takes "too many clicks" to do basic functionality.
- Migrating from PureConnect, some important features are missing like drag and drop transfers, call park and more fined grained control over status.
- Genesys Cloud CX has a lower TCO than its predecessor, PureConnect.
Our company is not using knowledge management at this time.
Our company largely completed a lift and shift migration from PureConnect to Cloud CX. We just wrapped up very recently and have not yet had the time to start to turn on new features. We do plan to start exploring chatbots and other AI tools to start to automate customer service workflows.
Genesys Cloud CX favored well against the competitors. Customers like the user interface performance of Genesys over nice. Genesys was very cost competitive over 8x8.
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