Genesys Cloud CX Review
January 12, 2022
Genesys Cloud CX Review
Engineer in Professional ServicesTelecommunications Company, 51-200 employees
Score 9 out of 10
Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)
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.
- 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
- Reduced hardware costs
- No upgrade investments
- Less resources required for maintaining the systems
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.
Do you think Genesys Cloud CX delivers good value for the price?
Are you happy with Genesys Cloud CX's feature set?
Did Genesys Cloud CX live up to sales and marketing promises?
Did implementation of Genesys Cloud CX go as expected?
Would you buy Genesys Cloud CX again?
Overall, it is a user-friendly interface that is easy to navigate through. Anyone with basic training can start using the product.
Genesys professional services have an experienced team who shared their experience.
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.
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 Feature Ratings
Interactive voice response
CRM software integration
Inbound call routing
Omnichannel inbound routing
Customer interaction analytics