Item: Genesys Cloud CX
Rating: 10
Author: Debora Lopes

Use Cases and Deployment Scope

Genesys Cloud is highly reliable, consistent and user friendly. A complete and diverse tool that allows the use by companies of different sizes, adapting the needs of each one. Product support always notifies us as soon as possible in case of problems, and these are addressed and reported slightly.
As I work as a Genesys Partner and support Genesys Cloud for other customers, my enterprise uses Genesys Cloud to demonstrate how it works, and benefits the customers may acquire using the product.

Pros and Cons

Reliable.
User friendly.
Consistent.

Reports.
Allocate an AWS server in other locations to enable customer to use 100% of the product in cloud.
Analytics.

Return on Investment

Trusted.
Very user friendly.
Small investment at start.

Alternatives Considered

I use Genesys Cloud to support our customers and also demonstrate their features. In direct contact, we are informed how easy and practical it becomes to use the platform through simplistic design. In addition to the various customizations possible a click or two away, not to mention the consistency of the platform, and even in cases of error, our customers receive quick reports of the situation and forecast of repair.

This whole package with a low investment value becomes a perfect package.

Support Rating

Although the product is not perfect and has several possible improvements, it has a score of 9 for always being updated and seeking to hear from customers what features they want to be implemented. This brings confidence to customers and brings them closer to the supplier.

All systems have points to be improved, the fact that Genesys Cloud does not have a standardization in its interface can harm the experience of several users, which is a point of improvement.

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?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

Other Software Used

Genesys Engage (formerly PureEngage)

Likelihood to Recommend

For small and medium or even big customers who do not have many customizations, the system is perfect, meeting all requirements. It integrates with other solutions which can cover a few functions that are not available on Genesys Cloud.
But for customers who have high data traffic like phone companies, it may not be enough.

Very user friendly and reliable product

Overall Satisfaction with Genesys Cloud (formerly PureCloud)