Item: Genesys Cloud CX
Rating: 10
Author: Faith Borst

Use Cases and Deployment Scope

Adobe Marketo Engage said it perfectly. Genesys cloud offers flexibility at scale to tackle your company's digital needs. We are in the implementation stages with Genesys, and our experience has been fantastic. Genesys blew the competition out of the water throughout the RFI process with its offerings. It will improve our customer and agent experience and provide ROI within three years. Our company currently uses two other prominent vendors in our service center, and we will be able to cut ties with both and focus on one full-scale solution with WFM and other upgrades we did not have with the other vendors. Today we have a manual WFM process, and Genesys will help us automate QA, WFM, and Agent metrics tracking, among many other great features.

Pros and Cons

Work Force Management
Quality and Certification Tracking
Integration
Administration is User Friendly - does not take a programer to make changes

I would like to see more integrations in the future 'out of the box'
Our experience so far, has been great!

Return on Investment

ROI in year three
Easier to manage changes
Full implementation with Genesys experts
A way to manage our customer experience

Alternatives Considered

8x8 Contact Center, LiveVox CCaaS, Mitel MiCollab and Vonage Business Communications

Genesys' presentation checked all the boxes in our requirements list. The other vendor presentations missed the mark on many different things. Genesys was the only provider that could offer us everything we wanted/ needed in our requirements without costly development fees and custom builds. We interviewed Genesys first, making all of the other solutions look terrible. We wanted to sign with Genesys right away but did our due diligence to find our instincts were correct. The other vendors didn't match up.

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

Other Software Used

Jira Service Management (Jira Service Desk), Salesforce CMS, ServiceNow IT Operations Management

Likelihood to Recommend

Genesys Cloud gives us the ability to ask our customers for feedback in a meaningful way, report and quantify the input, and provide ROI metrics to the business. So our solution is moving away from ServiceNow and Salesforce and going to Genesys/ Jira Service Management. The Genesys platform is much easier for our agents to navigate and provides information to the agent upfront. Instead of our agents having to dig for the data every time through an extensive knowledge base. The solution will aid in first-call resolution and quicker turn times.

Genesys Cloud CX Approved by CCX Manager

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)