Genesys - lots of promise, but not quite ready for large, complex contact centers.
June 22, 2023
Genesys - lots of promise, but not quite ready for large, complex contact centers.
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We are in the process of deploying Voice. We have struggled to implement WEM as capabilities are not up to par with existing tech. We have also considered IVR and chat as well.
- Flexibility
- It simplified call routing.
- Single solution.
- WFM, specifically on the WEM side.
- Transcription.
- Agent assistance.
- It has helped to reduce transfers.
- Helped to sunset expensive on-prem legacy tech.
Not current leverage for this as knowledge needs to sit in a Google library. Our main knowledge repository sits on a different platform.
We have had a hard time adjusting and consuming the data from Genesys due to it setting more over time and numbers changing based on when data is pulled. This has led to delays in migration and deployment.
Do you think Genesys Cloud CX delivers good value for the price?
Not sure
Are you happy with Genesys Cloud CX's feature set?
Yes
Did Genesys Cloud CX live up to sales and marketing promises?
No
Did implementation of Genesys Cloud CX go as expected?
No
Would you buy Genesys Cloud CX again?
Yes