Game changer.
June 21, 2023
Game changer.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
I've worked with Genesys On-Prem, and I'd like to emphasize the ease of implementation and speed compared with the old version. There are many self-training possibilities for our users. New features are added regularly, enabling us to continuously improve the solution. There's a lot of scope for innovation to improve our customer experience with Genesys Cloud 3.
- IVR
- Routing
- Recording
- Data analytics.
- Dashboard
- Automation of compilations of data.
Ease of implementation is a major advantage for teams with less experience with the technology. On the other hand, the dashboard solution still needs a lot of work and development. It's not yet a turnkey solution. The quality control solution is still basic. It's a shame to have to pay more with external applications to get access. Although cheaper overall, we expect more solutions and facilities in this area.
Less satisfied with data management. The solution is very easy to implement. To implement new functionalities, we still need to do a lot of technological development. Unfortunately, we don't have support for data management, but we do have in-house solutions. We would have expected more turnkey solutions. But in the end, it works fine with PowerBi.
Genesys Cloud CX wins hands down for all the interaction support and the multitude of interaction types. Switching from RingCentral to Cloud Cx was an obvious choice in terms of efficiency and effectiveness. We had better day-to-day operational support and guidance. That was really a game changer for us since we implemented it.
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?
I wasn't involved with the selection/purchase process
Did implementation of Genesys Cloud CX go as expected?
Yes
Would you buy Genesys Cloud CX again?
Yes