Item: Genesys Cloud CX
Rating: 8
Author: Phatana Souvanna

Use Cases and Deployment Scope

DriveTime Automotive uses the Genesys Cloud CX to create Dealership phones along with contact center environments across three lines of business. It is broken down into warranty, finance, and sales. It creates a solution to have it centralized in one telephony platform. This includes end users, sales representatives, and agents handling calls through queues and IVRs. This is a perfect system to manage our business needs.

Pros and Cons

Handles the dialer configurations
Handles the Dealership in different time zones hours of operations
Skill level for agent knowledge
Handles the choices in the call flow
Advanced softphone technology
Integration to other systems
API integrations
Support

Internal calls recording
Turn around time for support
New Technology integrated communications
More communications when there is a change.

Return on Investment

Efficiency outweighs the expensive costs.
End user effectiveness
Automatic upgrades

CX Automation Performance

Self-service channels are great to enhance knowledge for self-servicing. This is a great way to give us the capability to assist with customers other than opening a ticket for support. It gives users the faster turnaround that is needed to resolve an issue. That makes a great customer experience.

Alternatives Considered

Genesys PureConnect (discontinued)

I have worked with Genesys PureConnect for 6.5 years and I just recently switched over to the cloud version. It has been great using Genesys Cloud CX. No more upgrades to newer versions on PureConnect. This is done automatically in the Genesys Cloud.

Key Insights

Do you think Genesys Cloud CX delivers good value for the price?

Not sure

Are you happy with Genesys Cloud CX's feature set?

Yes

Did Genesys Cloud CX live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

Other Software Used

Genesys PureConnect (discontinued), Twilio, Lansweeper

Likelihood to Recommend

Genesys Cloud CX is well suited for a large or medium size company that will support many end users. I don't see this version of Genesys Cloud benefitting a small-size company. It would have to be with other vendors for small companies to benefit from this cloud version of Genesys.

Genesys Cloud CX at a glance review

Overall Satisfaction with Genesys Cloud CX