Genesys was the best option for us.
March 28, 2023
Genesys was the best option for us.
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We utilize Genesys as our Contact Center solution. Customers reach us to purchase our products and we use Genesys Cloud CX to route calls to agents based on Skills, ANI, and DNIS.
- Speed of client
- Ease of use of client
- Quick administration
- In-depth Reporting
- Client customization
- Help articles are lacking in detail, sometimes contain broken links or have out dated and/or are lacking information
- Features are missing that were in PureConnect, e.g. Drag-and-drop to transfer
- "Too many clicks" is often a complaint, e.g. to transfer a call.
- We would have stayed on PureConnect if possible. User adoption has been a struggle.
- It has modernized our Contact Center and future capabilities, although we haven't taken advantage of them yet, are promising.
We aren't currently utilizing these.
We did a lift and shift. We simply migrated our existing functionality from PureConnect to PureCloud and will take advantage of new features moving forward.
Genesys Cloud was MUCH faster than the other software we demo'd
Genesys' user interface was far superior and easier to use than the others.
Genesys' user interface was far superior and easier to use than the others.
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