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

Use Cases and Deployment Scope

We use Genesys to all interactions with our customers (Voice calls, chats and emails) inside our Customer Service Department. Since everything is built in to Genesys, we can quickly glance and pull up data as needed to improve our service.

Pros and Cons

Real time SVL.
Reports.
Built-in survey tool.

Limited reports.
Agent's adherence doesn't show when they're on a call or just waiting for the next call.
Agent doesn't have the view to see their own adherences.
Lots of latency issues.

Return on Investment

Sending out NPS Surveys per interaction.
Outbound dialer.
Reports and analytics.

Alternatives Considered

Verint Workforce Optimization

Verint is an old tool most companies use, doesn't have the new features Genesys Cloud provides us.

Support Rating

Slow responses.

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

Likelihood to Recommend

Genesys Cloud has been a very user friendly tool for us. Any new employee can easily learn how to use for calls, chats and emails. We also love the feature where agents can self serve to see their stats.

Adherence under Schedule could use more improvement. It doesn't show us whether agent was on a call or waiting for the next call. Would also like to have the feature where agents can see their own adherence as self serve.

Genesys Cloud (formerly PureCloud)

Overall Satisfaction with Genesys Cloud (formerly PureCloud)