Item: Genesys Cloud CX
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Genesys Cloud CX is the one-stop shop for a true omni channel experience. We moved to Genesys Cloud CX from Genesys Engage Cloud, and use it for all telephony, chat, and contact centre email needs. We are also robust users of Outbound, finding ways to provide value for use cases other than collections.

Pros and Cons

Easy to change options and scripts
One landing page for agents
Continuous improvement with cloud upgrades

Sometimes basic functionality is just missing
Slow to adopt/develop new ideas
Reporting

Return on Investment

Omni channel experience
Cost savings on licenses

CX Automation Performance

We don't use this.

Migration Experience

Migration was okay, but it required us to drive a lot of the experience and we really expected more participation/proactivity from Genesys Cloud CX.

Alternatives Considered

Verint Workforce Management and NICE Quality Central

Key Insights

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?

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Likelihood to Recommend

Genesys Cloud CX is great for contact centres who need robust solutions and want to integrate their current operations into one system.
Genesys Cloud CX is probably too much for a really small contact centre, or any company that needs hyper customization.
It's great for scalability and for getting features.

Great for contact centres

Overall Satisfaction with Genesys Cloud CX