Overall Satisfaction with Genesys Cloud CX
I run our Innovation Lab, where we explore our unique use cases, emerging technologies, and integrations with homegrown solutions.
- 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.
- Immediate improvement in KPIs by simply migrating voice and calling, and routing.
- Significant increase in the number of interactions where agent screens are recording.
We are not leveraging Genesys KM.
Data has been a challenge on our side as we are working on modernization and have an enormous volume.
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?
No
Would you buy Genesys Cloud CX again?
Yes