CX Review
June 22, 2023
CX Review
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Genesys Cloud CX supports the voice component of our call centers globally. We are in the implementation phase with bots and live chat functionality at this time. We white-label service multiple clients and a variety of asset classes over multiple CRMs. We are able to apply Genesys as the global contact center platform to support all agents.
- The ability to handle our large volume.
- The ability to scale with our fast-growing business.
- Ability to copy flows between orgs.
- Our CSM relationship. I am hopeful this will improve with the new management.
- Cross Learning ability between our bots.
- Ability to support over 65 outbound campaigns in line with our business needs/growth.
- Five9, NICE CXone and LiveVox CCaaS
Genesys is beyond the capabilities of Five9 and LiveVox, but has room for improvement compared to the AI and technical capabilities of NICE.
Do you think Genesys Cloud CX delivers good value for the price?
Not sure
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?
No