Product is Good but could be Great with improvements
Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)
My team and I built, implemented and maintain the WFM area of the software. We utilize this program to create forecasts that help us create and maintain schedules for over 550 team members, including management. We have been attending meetings with Genesys developers to improve and expand the utility of the product. We also utilize adherence and performance reports through the linked EMite systems.
Pros
- Work Plans and Rotations
- Allowing ease of communication between team members and workforce management.
- Adherence tracking.
Cons
- Availability of workers needs to integrated.
- Customizable activity codes.
- Storage of approved/denied time off requests/shift trades.
- Allowed us to add more banners to the virtual workforce.
- Currently working on different projects to make forecasting and wfm reports accurate and easy to understand.
- Measuring performance metrics to help us understand what processes are working for our customers.
Do you think Genesys Cloud CX delivers good value for the price?
Yes
Are you happy with Genesys Cloud CX's feature set?
No
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?
No
Would you buy Genesys Cloud CX again?
Yes
Comments
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