Item: Genesys Cloud CX
Rating: 9
Author: Teja DSV

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

Use Cases and Deployment Scope

Genesys Cloud is one of the products used by a department in our organization. Genesys doesn't have any major issues except internet connectivity that too when agents are working from home, due to slow internet there could be lag in the calls.

Pros and Cons

Pros

Easy to work
Less coding
Easy to understand the concept
User-friendly
Amazing support

Cons

Reports
Call logs
Unknown errors

Return on Investment

Work from home: positive
Monitoring and supervision for admins: positive
Pricing: negative

Alternatives Considered

Altitude uCI

Compared to Altitude, which I have previously used, deploying and training is a lot easier.

Support Rating

When deployed, there are some times issues where you need to contact official support. During my experience, I had issues with a couple of my customers regarding the device. Genesys' support does replace the device after a lot of validations and the shipping time is a headache for us as it takes a lot of time to come from the US to Saudi Arabia. This could be improved.

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

Wireshark, Postman, Zoom

Likelihood to Recommend

Generally, Genesys Cloud is more suitable for the companies small to large, they can benefit from the cloud services as there is not much physical hardware and the best part is being able to work from anywhere. Agents find it more comfortable while using Genesys Cloud when compared to tools they worked with previously.

Genesys Cloud CX Feature Ratings

Comments

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