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

Use Cases and Deployment Scope

Genesys Cloud is being used across our support teams. The WebRTC client works well when all agents need to work from home.

Pros and Cons

WebRTC is easy to configure and has a user-friendly interface.
Ease of use for supervisors and staff.
Available in application and browser options.

Customer care response time.
Limited reports.
Limited access to logs.

Return on Investment

Stability and reliability.
Working remotely is so easy.
GUI design.

Support Rating

Easy to use as an end-user. Easy to manage as an Admin. Easy to manage/monitor calls and the queue reporting tool is good. WebRTC is good and works fine while all users working from home.

Key Insights

Do you think Genesys Cloud CX delivers good value for the price?

Not sure

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?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

Genesys Cloud is working perfectly in the virus/pandemic situation, we had to move our office from the office site to operate completely by allowing all users to work from home. It is a very reliable and stable platform with minimal downtime, which provides reliability.

Genesys/Purecloud Review

Overall Satisfaction with Genesys Cloud (formerly PureCloud)