Genesys Cloud CX - a true omnichannel platform for the evolution of your business
April 23, 2022
Genesys Cloud CX - a true omnichannel platform for the evolution of your business
Score 9 out of 10
Vetted Review
Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)
We use Genesys Cloud CX mostly for our development of integrations to other back-end systems, as well as using it for our own business needs. We implement and support Genesys Cloud CX, so it is intricate to our business on many levels. Genesys Cloud CX instantly addresses the business challenges of proving a platform that can fully power a sophisticated contact center but also serve business users very well. Also, Genesys Cloud CX makes it very easy to integrate into other systems via the robust APIs offered. This allows you the flexibility to really solve any business issue by connecting it to your contact center as a hub of activity, engagement, and important metrics and measurement of your success through reporting and WFM.
- Omnichannel contact center
- Integration with other systems to knit together technology seamlessly
- WFM and WEM suite is best in class and fully integrated to the product
- Extremely robust architecture in AWS that continues to evolve and improve to serve global clients
- Adding more features for business users will help to bridge some gaps, like VM transcription for simple users
- Additional email queue flexibilities
- Agent greeting functionality
- Genesys Cloud CX is the main focus of our business as a full Genesys partner as we proudly focus on this technology as a leader in the contact center space.
- Genesys Cloud CX has helped our clients realize ROI immediately by allowing clients to dispense with expensive network architecture and the headaches associated with maintaining servers and infrastructure.
- Genesys Cloud CX has also helped our clients to achieve a 60% increase in better customer service as measured by surveys and CSAT scores.
- Five9, NICE CXone (formerly NICE inContact) and Cisco VoIP PBX
Genesys Cloud CX is a true multi-tenant cloud architecture, whereas Five9, for instance, is still a hosted product that goes through switchovers. Genesys' architecture is one of the main reasons clients seek it out for robust uptime and features. Genesys has also done an incredible job managing telco services and making it exceedingly easy to manage telephony needs. Also, Genesys has much more robust APIs for integration than the other systems mentioned. It is superior on all levels.
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