Item: Genesys Cloud CX
Rating: 9
Author: Charlie Norton

Use Cases and Deployment Scope

We use it across our whole organisation and help other companies to utilise it.

Pros and Cons

Working remotely is so easy
A must for keeping customers happy
Platform is diverse and easy to use

Recording retention deletion
Deletion of voicemail recordings is tricky
Not being able to separate quality forms by division

Return on Investment

Positive customer feedback overall

Support Rating

Always prompt and courteous reply from support but ideas lab is not so good. Some ideas for obvious improvements are there a long time and not acted on by Genesys.

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 365 Business

Likelihood to Recommend

It has been a godsend to people transitioning to working remotely during the pandemic.

Very happy with product

Overall Satisfaction with Genesys Cloud (formerly PureCloud)