Item: Genesys Cloud CX
Rating: 8
Author: Tony Juliano

Use Cases and Deployment Scope

Genesys Cloud is used company wide for all our telephone communications, tracking, and reporting. It is a management tool that assists with our entire company from sales to servicing our entire customer base. Personally, I [have] used [it] extensively for call reviews on calls made by any area of the company.

Pros and Cons

Call Reviews are made easy.
Reporting is wide and varied for needs.
Great resource for work from home set up.

Pulling calls to be reviewed is a little cumbersome.

Return on Investment

Allowed company expansion to hire work from home employees in all parts of the world.

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?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

Likelihood to Recommend

It is great since nearly our entire workforce is now work from home. Being a cloud based system allows us to track everything from everywhere. Having managerial access to all parts for the company for our telephone communications gives us the ability to run the entire company remotely without need for all employees to be in office.

Genesys Is A Great Tool for Management

Overall Satisfaction with Genesys Cloud (formerly PureCloud)