Item: Genesys Cloud CX
Rating: 9
Author: Henrique de Jesus Pedroso

Overall Satisfaction with Genesys Cloud CX

Use Cases and Deployment Scope

I am a daily user of Genesys Cloud CX I manage our operations through it.It has greatly improved our customer experience, but it could be even better if Support were faster.On a day-to-day basis, it is very intuitive and easy to use and this has brought performance gains.It has helped a lot to improve our customer experience.

Pros and Cons

Pros

Indicators
Usability
Agility

Cons

Support

Return on Investment

cost savings
productivity
employee engagement

CX Automation Performance

It has helped a lot, bringing more agility and making our customers have a better experience with our company.

Migration Experience

At this time our company does not yet use AI in Genesys Cloud CX, we are considering this as a future step.

Alternatives Considered

NiCE CXone Mpower, Avaya Call Center Elite and Sinch

Genesys Cloud CX was chosen because we were previously partners with Genesys.

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

Other Software Used

Sinch, Salesforce Consumer Goods Cloud

Likelihood to Recommend

Genesys Cloud CX is great for those who want to streamline customer service. It is a very intuitive tool and its implementation, as it is SaaS, is very simple, which means we save on infrastructure.

Genesys Cloud CX Feature Ratings

Atendimento
Qualidade
Histórico

Innovative Uses

Melhora TMA
Melhor qualidade
Histórico cliente

Future Planned Uses

IA
Call Back
Whatsapp

Likelihood to Renew

Porque está atendendo muito bem nosso operação.

Evaluating Genesys Cloud CX and Competitors

Products Replaced

Key Differentiators

Cloud Solutions
Scalability
Integration with Other Systems
Ease of Use

Davi integração com outros sistemas.

Evaluation Lessons Learned

Creio que já teríamos contratado uma solução na Nuvem antes
Empresa contratou muito tempo depois.

Genesys Cloud CX Implementation

Implementation Rating

Muito rápida e fácil

Implementation Details / Implementation Partner

Implemented in-house

Infraestrutura

Genesys Cloud CX Support

Support Rating

Suporte rápido.

Genesys Cloud CX Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	Not kept informed

Using Genesys Cloud CX

Usability

Porque a ferramenta é muito fácil de usar.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None