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

Use Cases and Deployment Scope

Our customers have big concerns about upgrading the on-premise solutions they use. When the pandemic started they wanted to move their agents to work from home, but there were a lot of limitations with their existing platform. Therefore, we proposed Genesys Cloud CX, which addressed their main points. Additionally, the flexibility of self-service integrations and social media integrations added extra value to the end-users to contact agents.

Pros and Cons

Self-service
Social media integrations
Quick set-up and flexibility
Less effort to maintain

Improvement of outbound dialing capabilities is required
Dashboard and wallboard enhancements
Add more telephony routing capabilities

Return on Investment

Reduced hardware costs
No upgrade investments
Less resources required for maintaining the systems

Support Rating

Genesys has a well-organized team to support the product and their responses are quite accurate to address the issues or solutions. Specifically, the resource center provides all required details to search very quickly and respond to customers' queries and configurations. It also supports multi-language and keeps up-to-date with all the new add-ons.

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

Usability

Overall, it is a user-friendly interface that is easy to navigate through. Anyone with basic training can start using the product.

Professional Services

Genesys professional services have an experienced team who shared their experience.

Contract Terms and Pricing Model

I think the unit price should be more flexible and customers should be able to select their own features and pay for their use, rather than have them be bundled together.

Likelihood to Recommend

Genesys Cloud is capable of handling enterprise-level contact centers. If customers have multiple telephony systems for back-office and contact centers, Genesys Cloud CX can easily introduce a single platform to manage all the back-office and contact center agents. With the growth of non-voice interactions, organizations can add these channels to get feedback from their customers rather than depend only on the voice channels.

Genesys Cloud CX Review

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)