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

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

Use Cases and Deployment Scope

I am a Genesys Cloud CX support engineer, using Genesys Cloud CX on daily basis and assisting our customers with daily tasks, such as troubleshooting and setting up new features.

Pros and Cons

Pros

Inbound/Outbound calls
Webchat
Outbound campaigns
Emails

Cons

Customer support
Some buggy features

Return on Investment

I'm a tech support engineer, I'm not very close to marketing and numbers of sales.

Alternatives Considered

SENTRY Enterprise 911 from Avaya

I've only used the Avaya phone system, which was only used for making and receiving calls from customers. A simple screen pop.

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?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Other Software Used

Microsoft Teams, Microsoft 365 (formerly Office 365), Microsoft Windows

Genesys Cloud CX is an easy product to use, once you get to use it frequently. Genesys Cloud CX is well suited for Inbound and Outbound calls, customers can be easily routed to the desired queue (Support/Sales/Marketing...) or you can use it internally for communication between your employees. You can use it for Web chat, Web messenger, and use the automated bots on your website which can then lead to the appropriate department for human interaction.

Genesys Cloud CX Feature Ratings

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Genesys Cloud CX Technical Support engineer review