Item: Genesys Cloud CX
Rating: 9
Author: Rodolfo Antunes

Use Cases and Deployment Scope

We use Genesys Cloud for our Inbound Calls and Inbound Chat. It is used by our Servicing and Collections team in contact with our customers. It addresses our customers experience and helps us to increase our performance at servicing and collections, two of our major areas.
A quick observation, I can speak for Enova's Brazil business. I'm aware that Enova also uses Genesys for US business, but I am not familiar with all the details.

Pros and Cons

Customer Support - Every time we need help from the Genesys team they are really helpful and very quick to answer.
UX - The platform design is really good, very simple to understand, new reps learn really quick how to use it.

Reports - It doesn't allow us to create customized reports. Some of them you need to add a lot of details to get the info you need.
WebChat - It could have more features for customers, such a knowledge base to customers before sending them to a rep.

Return on Investment

It really helps us to route calls to the correct rep. Having a collections rep to answer the correct calls really helps our conversion. Inbound collections has a good portion of our overall collections.

Support Rating

The support team is really helpful to us. They are always concerned if the problem was really resolved and do follow-ups to check if everything is ok. More recently, we were having a problem to set the platform for our reps, because we wanted them to work from home using a VPN solution, the support team was really good helping us via conference calls and doing follow up call with us to check if the problem was resolved.

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

It is well suited for inbound calls for sure, it has a good quality in all calls. It is also easy to use and doesn't require installing any software to be used, just a web browser and it is good to use.
It has a room for improvement in the webchat option, but the one we have now is a good one.
Never used the outbound calling, but I know we have this option, so if someone need a product that covers all these features, Genesys is a good option to go with.

Really good platform, with a great support team

Overall Satisfaction with Genesys Cloud (formerly PureCloud)