Item: Genesys Cloud CX
Rating: 8
Author: Thomas Siebert

Use Cases and Deployment Scope

We are brand new users to Genesys Cloud, moving from On-Prem. Needed much more channel, QA, WFM, and reporting functionality to run our service and sales call center program. While our program may be small than many, we still need the tools to constantly measure and improve Csat, Dsat, QA, FCR/netFCR, $/unit, etc.

Pros and Cons

Quality management
Workforce management
Reporting, analytics, and dashboards

Ability to easily and cost-effectively INCLUDE on-Prem Genesys data vs costing a fortune to hire a 3rd party to integrate data between one Genesys tool and another.
When we were working thru the training, often the 3rd party trainers didn't know the 'why', the Genesys product failed to include what is often basic functionality. Not knowing the why is frustrating.

Return on Investment

Too early to tell
We expect a return quickly, re agent productivity and management productivity, with less friction created by Genesys due to a lack of prior functionality in on-Prem.

Support Rating

So far, the support has been good. Of course, when we really learn a lot more about the system and truly pound its functionality and we're looking for answers and direction, that will be the true test. So far, so good.

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?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

Usability

Because overall, it delivers many things we need. We have already provided recommendations to improve Cloud, based on functionality with other tools. Some of them oddly, are in Genesys on-Prem, but not ported over. The implementation team seldom knows why any functionality was included/excluded (ie high expected usage or one one-off client that paid for the functionality and then Genesys included for all.)

Likelihood to Recommend

For us, the greatest benefit is omnichannel, reagent/labor management, customer case management, reporting, and analytics. Also, very helpful is the ability to use screen video so we can watch our agents navigate many tools, this is a big improvement vs just listening. And finally, a more comprehensive dashboard of program performance vs running to multiple screens for one view on other platforms.

New Genesys Cloud User, Migrating from Genesys On-Prem

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)