Item: Genesys Cloud CX
Rating: 10
Author: Dale Paustian

Use Cases and Deployment Scope

This is our sole contact center platform for handling in/bound customer and patient calls. The current volume is about 140 users and 50-60k calls per month. We also use Genesys Cloud CX for call quality/evaluations and workforce management.

Pros and Cons

highly configurable setup
platform stability & call quality
simple user interface
accessible and reliable data

out of the box, canned reporting functionality is limited

Return on Investment

platform stability with little to no downtime
rapid implementation (<90 days)
helpful ongoing support

Support Rating

Our technical implementation specialist was awesome and really worked to think out of the box on how to accomplish our needs.

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

We were able to plan, design, test, implement and convert from another platform to Genesys Cloud CX for 140 users in less than 90 days.

Professional Services

We were able to successfully plan, design, configure, test, implement and convert from our old platform to Genesys for 140 users and 200+ phone numbers in

Contract Terms and Pricing Model

We are satisfied with our pricing and value relative to our previous vendor/product and received a number of non-monetary service enhancements that add value too.

Likelihood to Recommend

Genesys Cloud CX is a highly integrated and configurable platform. So if you are looking for something easy to install, configure to your needs, scalable and sustainable for growth, this product is packed with current and ever-growing features and a competitive price.

Happy we moved to Genesys Cloud CX

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)