Item: Genesys Cloud CX
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

we use it integrated with Salesforce to allow us to route all interactions to the correct agents within the contact center. We use all aspects of WFM functionality as well to allow us to ensure we are appropriately staffed to meet the demand from our customers. The integration with Salesforce allows us to have a full 360 view of the customer.

Pros and Cons

Integration with other systems
all applications for admin in one place
user friendly interface

WFM - no holiday accrual functionality
better text to voice

Return on Investment

cost saving on Licence fees
Better customer experience

Support Rating

we are just in the final stages of launch but the project and implementation team have been very engaging, always on hand to clarify any questions, and have allowed us to build our Org in a collaborative way which has aided our learning of the system.

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

very easy to navigate as an administrator - all aspects of the system are available in one place - no need to log into multiple systems to amend things.

Professional Services

very supportive and helpful through design and implementation

Likelihood to Recommend

easy to use as an administrator - no need for customization as most functionality is configurable as standard. The user interface is easy to navigate and logical - for example following the call flow is simple and makes it much easier to make changes than it was in Pure Connect (the previous solution).

the Big Genesys Cloud

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)