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

Use Cases and Deployment Scope

IVR/IVA, Bot, ACD.

Pros and Cons

Single config/flow interface for Digital and voice.
Provide a way to connect 3rd party software/APIs.
Call Control and CTI Integration with major CRMs.

Reporting
Snippet Recording.
On Hangup Actions.

Return on Investment

Simplified Cloud Presence for all Digital and Non-Digital channels.
BYOC
Redundancy

Knowledge Management (agent/sup facing) is pivotal for a customer journey success. We are looking forward to utilizing the Gen AI-based automation tools currently being developed and integrated with the base Cloud CX.

Migration Experience

Instant access to data (streaming) is transforming our (and clients) decision-making process. It helps us be proactive rather than reactive.

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?

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

Other Software Used

NICE CXone, AWS Lambda, Nuance IVR Tooling Suite

Likelihood to Recommend

With a single flow/config interface, it is easy to build customer-facing voice and digital interactions. We would like to see a roadmap for a more engaged WEM/WFM interface. App Foundry provides plug and plays solutions for anything a digital customer experience provider would need, but we would like to see a pre-packaged, vertical-specific base solution where these 3rd party App Foundry solutions were already part of the pricing package.

Industry leading, cutting edge solution with lots of potential.

Overall Satisfaction with Genesys Cloud CX