Genesys Cloud CX Review
September 29, 2023
Genesys Cloud CX Review
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
I use the solution very often to give demonstrations to my customers. I use the voicebot functions and video support. With the solution, we can solve a lot of our customers' problems with better, more responsive support.
- One of the most important things is that the solution has an AppFactory and that many solutions are integrated with Genesys. This means our technician only has to use a single interface.
- There's not much I don't like. I really like the latest features related to the interconnections with Microsoft Teams. We’re also looking forward to a lot of new features coming out around Workforce Management that are going to be very interesting.
- One of the negative impacts that can occur when you start to implement automation is that you overdo it, meaning the user path becomes too long compared to when you had a technician. We had feedback at the beginning that while it technically worked well, it could sometimes take too long.
This is clearly central. Today, we're already using voicebot functionalities and automating certain processes. When a mass incident occurs, all users who contact support need to be informed automatically. That's what we've put in place today.
There's a real difference between the Genesys PureConnect and Genesys Cloud solutions. We've been able to provide our customers with many more new features and much more natively, so it's much easier to implement.
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?
I wasn't involved with the implementation phase
Would you buy Genesys Cloud CX again?
Yes