Decent solution for telephony but some limitations
March 10, 2022
Decent solution for telephony but some limitations
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)
Genesys provides our softphone service for international customer support. We have a relatively simple setup of routing logic that attempts to route calls to the appropriate CS reps. Genesys also allows us to monitor queues activity and certain high-level metrics.
- Widget allows reps to handle phone calls within Salesforce without the need for additional hardware or application windows
- Captures a variety of phone metrics for QA and management
- Reporting and Dashboards are very limited
- UI could be improved
- Callback functionality is unintuitive and commonly results in stuck calls
- Allowed us to abandon our previous hardphone system
Do you think Genesys Cloud CX delivers good value for the price?
Not sure
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?
No