Item: Genesys Cloud CX
Rating: 8
Author: Yarivette Rosado

Use Cases and Deployment Scope

We use Genesys Cloud as our internet phone to call other parties outside the company.

Pros and Cons

Tracks phone time very well.
Gives you an overview of which co-workers are available and changing your own status is very easy too.
Gives you the option of having a call history available and visible.

The internet connection has to be 50 Mbps + in order for it to work properly, which is not available in all areas. Otherwise, the calls break up.

Return on Investment

My objective as an employee is to be able to reach the client or the agency we work with whenever I need to, and Genesys has had a mostly positive impact on that goal.

Alternatives Considered

We previously used Zoiper. As long as you have 50 Mbps, Genesys is better than Zoiper. Genesys also have more features.

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

Paylocity, Adobe Acrobat DC, Microsoft Teams

Likelihood to Recommend

It is well suited if you have an internet connection of more than 50 Mbps. Otherwise, the sound is not great. In my own working experience, it has been very good for customer service.

Very good overall service

Overall Satisfaction with Genesys Cloud (formerly PureCloud)