Just worked!
November 13, 2021

Just worked!

Marek Klampar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX is being used across all departments Finance, IT, HR, Customer services, Pre-Sales, all segments B2B, B2C, D2C, and all continents. It helped us resolve our long-standing problems using an On-Prem platform with an 'over-engineered licensing model - long times to market, high complexity of delivering enhancements and changes.

Pros

  • Reliability.
  • Security.
  • High maturity level of key modules - Channels, Flows, QM, WEM, Customer Journey, Predictive Engagement.

Cons

  • Flow editor programmability - a lot of pain points due to lack of functions or variable-based object references.
  • Slow removal of major business pain points reported via idea portal.
  • Positive: Operations Insights (RT monitoring and Reporting data).
  • Positive: Best customer experience thanks to e.g. preferred agent based on Customer Data routing.
  • Positive: Easy path to CX enhancements, e.g. Co-Browse, Chat, QM, WEM.

Do you think Genesys Cloud CX delivers good value for the price?

Yes

Are you happy with Genesys Cloud CX's feature set?

No

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

A robust, reliable, mature, simple concurrent use-based subscription model, allowing rapid deployment. Can't think of scenarios that would not make sense other than users not interested in making use of its capabilities.

Genesys Cloud CX Feature Ratings

9.0
Agent dashboard
7
Validate callers
8
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
8
Call scripts
9
Call tracking
10
Multichannel integration
9
CRM software integration
9
7.8
Inbound call routing
10
Omnichannel inbound routing
10
Recording
8
Quality management
9
Call analytics
8
Historical reporting
1
Live reporting
9
Customer surveys
8
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX (formerly Genesys Cloud)

Evaluating Genesys Cloud CX (formerly Genesys Cloud) and Competitors

Yes - Genesys PureEngage and PureConnect. Need for global consolidation. simplification and to enable faster time to market.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
Quality and consistency of information provided across all 4 stages of the sourcing process.
Would make lack of prior customer references a KO criterium for participating system integrators (BPs of Genesys).
Genesys Cloud CX provides a simpler licensing model, better value for money, less operational overhead.

Comments

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