Item: Genesys Cloud CX
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use Genesys Cloud to enable us to operate our contact center. We have integrated Genesys Cloud with our customer relationship management (CRM) system to enable us to operate and assist our clients seamlessly. We have a large number of calls incoming and outgoing to clients to help us sell our products and services.

Pros and Cons

Integration to other systems
Call flow design
Adding new agents

Better outbound campaign management
More dashboards
Better reporting

Return on Investment

Efficient work environment
Workforce management features
Quality assurance features

Support Rating

Generally, if I raise an issue I get a quick response and get assistance quite quickly, however, there are times when we do not seem to be able to get the right assistance from the right person for quite a while. This has happened a few times but mostly it's good.

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

Likelihood to Recommend

Due to Coronavirus, we had to move our office from the office site to operate completely by allowing all users work from home. We did not have the ability to do this, so we spent the next week implementing changes in our firewall and network to allow us to work from home and continue our business.

Genesys Cloud Review

Overall Satisfaction with Genesys Cloud (formerly PureCloud)