Item: Genesys Cloud CX
Rating: 10
Author: Alejandro Rangel

Use Cases and Deployment Scope

The whole company Genesys Cloud is used for all telephone contact between the company and the client. That makes it better for better user-customer communication. We also use it to get reporting and, in my particular department, to listen to calls between agents and customers to ensure quality standards are met and all information is provided correctly to the clients.

Pros and Cons

Easy to learn and intuitive.
Easy to configure or use with multiple headsets.
Easy to find a particular individual phone number.

The recordings take a little while to load.
The search option for recorded calls could be better in terms of finding a particular call from a particular agent.
The interface could look more modern.

Return on Investment

Its very reliable.
Easy to learn and easy to use.
Easy to look for your voicemails.

Alternatives Considered

I have used many other phone systems, and the majority of them have codes you need to enter to do a particular function. In Genesys you don't need to enter any codes, the UI is very well designed and easy to learn. You don't have to memorize codes when you can just simply look for an option by the name of it or with an icon. Makes it easier for me to concentrate on my clients rather than struggling with the phone.

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

Other Software Used

Avaya Cloud Office, Cisco Webex Calling

Likelihood to Recommend

If a client is calling me and I am already on a call, it's easy to put the current call on hold and take the new call and it is easy to switch between calls. Also works great when you have a client on the line and you want to do a warm transfer to a particular agent and you don't have to just transfer the call blindly. The loading time to load a recorded call could improve, also if you download a recording it's a big file, it could improve by making the recordings files smaller.

Why Genesys makes my day to day easier.

Overall Satisfaction with Genesys Cloud (formerly PureCloud)