Item: Genesys Cloud CX
Rating: 10
Author: Gordon Dalgleish

Use Cases and Deployment Scope

We use Genesys Cloud (formerly PureCloud) as our primary voice solution for our contact center agents. We use this for many accounts within our contact center businesses where we supply the technology platform. Additionally we use Genesys Cloud (formerly PureCloud) to support email and web chat.

Pros and Cons

Rapid speed of deployment
Access from any location (provided there is an available Internet connection)
Scalability to rapidly handle peaks
App foundry components are a bonus where non-standard features are required
Chatbot plugins and predictive routing provide excellent functionality

Email management and reporting could be better
Email campaign management would be a plus
Email content searching could be better

Return on Investment

Moving to Genesys Cloud (formerly PureCloud) has reduced our run costs
Service levels (availability) have increased (no outages to report)
Support costs are lower--we can do more with less staff
Lower infrastructure costs for the cloud-based application

Alternatives Considered

Avaya Cloud Office and Puzzel Contact Centre Solution

We were after an enterprise solution that was easy to migrate from Genesys Connect.
Moving to Genesys Cloud (formerly PureCloud) was the most cost effective for us. Additionally we investigated transactional-based solutions, and Genesys Cloud (formerly PureCloud) gave us an advantage in license costs for high transaction services.

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

Salesforce Service Cloud, Microsoft Teams, Microsoft Power Automate (formerly microsoft flow)

Likelihood to Recommend

Genesys Cloud (formerly PureCloud) is well suited when working with home-based workers. Driven by COVID-19, we sent our workforce home during the pandemic and Genesys Cloud (formerly PureCloud) enabled continuation of services without degradation of service quality.

Enabled our staff to work from anywhere

Overall Satisfaction with Genesys Cloud (formerly PureCloud)