Item: Genesys Cloud CX
Rating: 10
Author: Perla V. Ordonez

Use Cases and Deployment Scope

I work in the sales department of Community Tax and I answer inbound phone calls. It is used across the whole organization. I have been in sales for close to 5 years and Genesys has been by far the best phone system. Being that I work in phone sales, having a reliable phone system is essential to my work and productivity. I am able to hear my clients and prospects well and I always come in clear with minimal background noise as well.

Pros and Cons

Sound quality. I can hear the clients great and they can hear me clearly.
The ability to easily transfer calls to my coworker or to different departments, there is no lag time.
I do not miss incoming calls, I get visual and audio for when calls come in, helping me to not miss a call.

Would be nice to have a live web chat when experiencing issues, but honestly, it has not come to that point. IT is able to easily assist me and it is usually a quick fix, mostly my doing.
I have experienced dropped calls.

Return on Investment

It has helped me become more efficient with my daily work.

Alternatives Considered

This question would not pertain to me and my role in the company.

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

Node.io by SugarCRM, Microsoft 365 (formerly Office 365)

Likelihood to Recommend

Working in phone sales, having a reliable phone system is necessary for me. Answering inbounds is easy (I do not miss calls), placing clients on hold/mute is simple and dispositioning calls is effortless. Not only does it have the necessities with no issues. I love the ability to see if my co-workers are available or not since we are able to put ourselves on different statuses. When a client of mine is on the line, they are able to easily let them know if I am on a call, lunch, away from the desk, and so on. When my status is set to busy the calls are sent directly to my voicemail to not distract me from the call that I am on. I always concentrate on my calls and minimal distractions are key.

Genesys Goes Above and Beyond My Expectations

Overall Satisfaction with Genesys Cloud (formerly PureCloud)