Item: Genesys Cloud CX
Rating: 9
Author: Verified User

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

Use Cases and Deployment Scope

Genesys Cloud CX is the contact center platform used in all customer service operations. We operate at a multi-channel level with centers all around the globe. My team handles the daily tech Genesys Cloud CX management including flows, 3rd parties integration, and reporting.

Pros and Cons

Pros

Easy to manage.
Intuitive.
Cloud.

Cons

API call limitation.
Soft phone development.
Email channel.

Return on Investment

Improve routing schema.
Improve HR and optimize agent's occupancy.
Gives up for options to connect 3rd parties applications.

Alternatives Considered

Talkdesk and Bright Pattern

Very similar platforms. Sometimes the other ones assume the companies already have a CRM where they will manage some stuff away from their platform. Although Genesys Cloud CX goes in that direction, it still has some useful old features. Genesys-PS were amazing and the knowledge transfer was great.

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

Amazon Connect

Likelihood to Recommend

Genesys Cloud CX is the right tool to set up a medium contact center platform. Easy and intuitive to handle. Good if your centers using it have good internet comms (webRTC). Not well updated for legacy setups by using softphones or old channels like emails.

Genesys Cloud CX Feature Ratings

Comments

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Genesys Cloud CX good CC software platform