Genesys Cloud CX Newbie Review.
June 21, 2023
Genesys Cloud CX Newbie Review.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We are currently using it for the integration capabilities and ability to customize. It addresses the ability to use multiple CRM platforms and our multiple integration needs.
- Routing
- Call Journey.
- Recording
- Call Detail.
- Integrations
- Reporting- Not enough out of the box.
- Dashboards
- Real-time analytics really struggles, especially when trying to view more than one client at a time.
- The ROI has been difficult to prove as the data provided with CX2 is pretty minimal.
- The benefit and detriment are it has to integrate with other providers like SuccessKPI in order to get detailed information and not an all-in-one solution.
We haven't used that yet, as we are doing baby steps into the platform. However, this is something we are very interested in looking into.
The documentation has been great but the ease into it has been difficult with little to no assistance as to where to find information.
- Five9, 8x8 Contact Center and Talkdesk
It's been great but it was a little slow with the ChatGPT integrations compared to its competitors.
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?
No
Did implementation of Genesys Cloud CX go as expected?
Yes
Would you buy Genesys Cloud CX again?
Yes