Item: Genesys Cloud CX
Rating: 10
Author: Naila Mendenhall

Use Cases and Deployment Scope

We use this for our contact center and retail/ sales locations. Genesys allows us to make changes easily using easily accessible data. It allows us to have business users make decisions and changes without opening a ticket with IT.

Pros and Cons

Routing options.
Visibility to agent behavior.
Ease of integration.

Canned reports.
Direct call routing.
Direct call analytics.

Return on Investment

Better satisfaction scores.
Better insights.
More customers using self-service.

CX Automation Performance

We send an sms with a self-service link to customers waiting in the queue.

Migration Experience

We aren’t using these features yet.

Alternatives Considered

Five9

Genesys offers more robust features and faster releases. It’s constantly adding value.

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?

Yes

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Likelihood to Recommend

Any call center wanting to add multiple channels would be happy with this product. It would be more difficult to design processes for users like insurance agents that take leads but require a most business to be done from a direct number.

Happy so far!

Overall Satisfaction with Genesys Cloud CX