Genesys Cloud is overall a good cloud, but it comes with some storms.
June 21, 2023
Genesys Cloud is overall a good cloud, but it comes with some storms.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
I primarily use GC for WEM and analytic purposes. Scheduling, forecasting, and intraday support are my main uses for GC.
- The creation of schedules is incredibly easy and intuitive.
- Forecasting is accurate and reliable.
- Gamification is done well and encourages employee engagement.
- Dashboards can only be set to private or public. There is no in-between, which is desperately needed.
- There is no way for an agent to sign up for extra hours or time slots based on CX's need.
- Productivity has increased on the WFM side.
- Better call recording tools increase visibility to customer experience.
Unfortunately, I don't have any experience using GC in this capacity.
Like the last question, I do not have any experience with this.
Absolutely destroys the competition; Calabrio isn't even close. Verint is considerably worse but does have additional options that my company used that GC does not have currently. Overall, I would never go back to either.
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?
Yes
Did implementation of Genesys Cloud CX go as expected?
No
Would you buy Genesys Cloud CX again?
Yes