Item: Genesys Cloud CX
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We sell and implement Genesys Cloud (formerly PureCloud) to other organizations. From an engineer and integrator's perspective, Genesys Cloud (formerly PureCloud) offers huge flexibility and several tools to make our lives easier.

Pros and Cons

Easy of use
Useful integration tools
Frequent updates

Limitations on agent scripts

Return on Investment

Efficiency on deployment; fewer man-hours required
Easy of integrations; fewer man-hours required

Alternatives Considered

Altitude uCI

Genesys Cloud (formerly PureCloud) offers many options out of the box; whereas, in Altitude these things need to be developed. Genesys support is faster to reply and resolve issues.

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

Other Software Used

Altitude uCI, Webex (formerly Webex Teams)

Likelihood to Recommend

Genesys Cloud (formerly PureCloud) comes with a ton of out-of-the-box functionalities, making it perfect to configure, and starts working almost immediately. It offers options for both cloud-based and on-premises Telephony Edge to suit your needs. It it suited to integrate with several other platforms, even offering ready integrations with some of the most popular ones.

Genesys Cloud is not suited to be used as a CRM and should be integrated with existing CRMs

Genesys Cloud makes integrations easy

Overall Satisfaction with Genesys Cloud (formerly PureCloud)