Item: Genesys Cloud CX
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

I use Genesys Cloud CX in my organization for Workforce Management, Reporting, and Analytics. The business problem the product addresses is the unilateral ease of reporting and queue monitoring across different levels of the organization. The ease of use for the end users (Agents) is also another business problem the product addresses.

Pros and Cons

Agent UI.
Real-time Analytics.
Frequent improvements and enhancements are driven by user feedback.

Historical Reporting where the data is across multiple queues or agents/leader groups.
It improved WFM Reporting Capability to monitor multiple agents with relative ease.

Return on Investment

Agent/Queue Monitoring.
Real-time Reporting.

CX Automation Performance

I'm unsure if we are using this feature.

Migration Experience

From my perspective, this is very easy to use.

Alternatives Considered

N/A

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

Microsoft Dynamics 365, TriZetto Core Administration (Facets, QNXT and QicLink)

Likelihood to Recommend

Genesys Cloud CX is well suited to giving power to those who are impacted most. Agents can easily monitor performance and queue activity. Leaders can easily monitor queues and make real-time decisions within the UI to impact the overall customer experience. Reporting and Analytics teams can choose from a myriad of ever-growing options on how to gather, compile and present data.

Genesys Cloud CX, a WFM leader's perspective.

Overall Satisfaction with Genesys Cloud CX