Genesys Cloud allows a quick conversion to the cloud with easy integrations to various additional products.
June 21, 2023
Genesys Cloud allows a quick conversion to the cloud with easy integrations to various additional products.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
GC is used to replace legacy contact centers with a quickly adaptable cloud contact center. Genesys allows contact center deployments to the cloud very quickly, removing the need for costly on-prem solutions. GC also improves development time for new projects, which leads to a better ROI in my customer's contact centers.
- Allows for quick integration with new products.
- Simplifies the billing process.
- Data actions are synchronized, which leads to bottlenecks in performance when calling APIs.
- Reporting is lackluster.
- WFM product is very premature.
- Dialer has a lot of features that could be improved.
- ASR is built into collect digits in architect, and more programming features in architect are desired.
- Simplified support model.
- Simplified billing.
- Agent experience improved with a single UI.
My customers have mainly utilized their own CRM/KM systems. I have not utilized any Genesys Cloud KM capabilities.
The QM process is mainly the largest improvement AI has brought. Sentiment analysis is useful. Genesys bots are also useful but I've mainly utilized Google's solution.
Genesys is missing key features of CXone and in comparison seems like a polished product still in development.
Do you think Genesys Cloud CX delivers good value for the price?
Yes
Are you happy with Genesys Cloud CX's feature set?
No
Did Genesys Cloud CX live up to sales and marketing promises?
Yes
Did implementation of Genesys Cloud CX go as expected?
Yes
Would you buy Genesys Cloud CX again?
Yes