Item: Genesys Cloud CX
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We have migrated our call center from an on prem solution to Genesys Cloud CX, saving on hardware maintenance and upgrades. We are starting to incorporate bots and provide additional self service to our customers as we shift our focus from simply migrating to implementing advanced services and integration. We are also looking into the next phases of incorporating additional media types.

Pros and Cons

Consistent Agent Experience
Intuitive Administration and Configuration
Drag and Drop Flow Editor
Simplified Bot Development

Lacking some UC functionality
Support process can be frustrating
Feature Request Process needs improvement

Return on Investment

Saved on hardware, maintenance, and licensing moving to the cloud

CX Automation Performance

We are not currently using our knowledge management in self service and automation directly.

Migration Experience

Our migration was mostly a manual process of gathering requirements and translating what was being done in an on prem system to how it would be done best in Genesys Cloud CX specifically.

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?

Yes

Would you buy Genesys Cloud CX again?

Yes

Likelihood to Recommend

I think Genesys Cloud CX is best suited for true Contact Centers that require ACD routing and really require a CX platform. It is not suited for customers who are just looking for a UCaaS platform and may have a couple scenarios that require queues or group ring. I think it can be overkill for these scenarios. Once a customer has growth and need for a true CX platform and wants to take advantage of bots and multiple media types, they should look at Genesys Cloud CX.

Successful migration to the Cloud while gaining so much more!

Overall Satisfaction with Genesys Cloud CX