Item: Genesys Cloud CX
Rating: 9
Author: Jay Dey

Overall Satisfaction with Genesys Cloud CX

Use Cases and Deployment Scope

The use of Genesys Cloud CX enables our staff to manage customer voice interactions, delivering personalized customer service. The platform is scalable, and the primary use case spans operational customer and IT helpdesk support. It significantly reduces the wait times and helps us monitor CSRs. The use case can be extended to include providing the Web messaging channel, Outbound campaigns, and QA Evaluations in the next phase.

Pros and Cons

Pros

Voice communication - Inbound and Outbound calls
Directory Group management
Using a third-party service integration for DIDs

Cons

Reporting
Analytics
Data mapping from Apis to Frint end performance views

Return on Investment

Lesser calls to a customer
Lesser wait times
Lesser technical issues

CX Automation Performance

We are not currently utilizing this feature. However, we might consider using it in the future if it is offered in a bundle at a competitive price. We are a government organization and are strictly budgeted, so we must adhere to the provincial budgeting guidelines. It will become much easier if we are given a pilot instance free for a year so we can prove the benefits and ROI.

Alternatives Considered

(EOL) Cisco Cloudcenter

It's comparative rating with unique features as a Contact Centre Cloud offering. It has many contact centre features that help us upscale as needed. We certainly we need more visibility on customized reporting aspects of Genesys Cloud CX where out of box of performance views gives us limited insight. We aim to utilize the API data and integration to create custom reports for our organization; however, the documentation and guidance provided are not comprehensive.

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

Shelf, Azure AI Search, Microsoft 365

Likelihood to Recommend

We use Genesys Cloud CX as our unified contact center solution, allowing remote operations and centralized management. Outbound and internal staff calls are well-suited scenarios and are mainly used for our organization. We need to identify who is making the call, how many are involved, and where the call is being directed internally.

Genesys Cloud CX Feature Ratings

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Genesys Cloud CX Customer experience