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

Use Cases and Deployment Scope

We currently use Genesys Cloud CX in an operation with more than 700 contact center agents, performing customer service with the omnichannel solution in voice, chat, email, and WhatsApp media. Genesys Cloud CX provided the unification of services in a single service platform, unifying the management of agents and KPIs.

Pros and Cons

Omnichannel solution.
IVR Solution.
Agent management.

Reports.
Satisfaction survey for chat and voice.
Technical support.
Performance statistics and dashboards for outbound dialer.

Return on Investment

Resource optimization.
Use of omnichannel solution.

Key Insights

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?

Yes

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Likelihood to Recommend

Genesys Cloud CX is a great omnichannel contact center tool for companies of any size, with solutions that add to the best customer service and make infrastructure administration very easy.

Genesys Cloud Review

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)