Optimizing Intelligence
May 17, 2025
Optimizing Intelligence
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Genesys Cloud CX is primarily used in our Contact Center, Customer Service, and collections and other smallers lines of business leveraging inbound, outbound campaign callbacks, SMS, chat and other soon to be enabled capabilities.
Pros
- Flexible outbound dialing modes allows us to manage out workforce efficiently
- Multi-modal channels available to seamlessly transition calls between
- Intelligent routing options
Cons
- Fully integrate third party products before introducing
- Division awareness
- Knowledge management workflow approval process
- Improvement to banker productivity
- Genesys Cloud CX model is major improvement to taking years yo upgrade on prem platform.
- Overall cost appeared to be 2x higher for cloud solution versus on prem solution
Planned use of third party knowledge management solution for more effective contact management
BYOC model allows flexibility to scale services as long as solutioned with burstable carrier network connection enabling spikes in customers volume to be accommodated with degradation in availability in bandwidth.
Genesys Cloud CX has been a proven leader and early adopter with virtual routing technology constantly innovating and improving solutions features available.
Do you think Genesys Cloud CX delivers good value for the price?
Not sure
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
Comments
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