Item: Genesys Cloud CX
Rating: 8
Author: Meg Fasterling

Use Cases and Deployment Scope

I run our Innovation Lab, where we explore our unique use cases, emerging technologies, and integrations with homegrown solutions.

Pros and Cons

APIs - many available, good documentation and tools for placing test calls.
Re-imagining solutions as opposed to building things like legacy vendors.
Simple interface, particularly architect, which is simple enough for business users to work with.
The availability of established integrations in the App Foundry.

Many features (outcomes/milestones, audiobooks) have limitations that are well below expectations for large enterprises.
Betas that are available or have been added to the environment should be visible in the admin.

Return on Investment

Immediate improvement in KPIs by simply migrating voice and calling, and routing.
Significant increase in the number of interactions where agent screens are recording.

Migration Experience

Data has been a challenge on our side as we are working on modernization and have an enormous volume.

Alternatives Considered

Verint Workforce Management, Alvaria Workforce and NICE CXone

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?

Would you buy Genesys Cloud CX again?

Yes

For small to medium companies, Genesys is a great solution out of the box. Larger companies should expect to wait for some capabilities to mature but should still be able to find many opportunities to realize value. For well-established companies, they will need to be open to rethinking the way they work and should not expect to lift and shift their solutions.

Room to grow, promising roadmap.

Overall Satisfaction with Genesys Cloud CX