Item: Genesys Cloud CX
Rating: 10
Author: Joshua Willemse

Use Cases and Deployment Scope

Genesys Cloud is being used in the entire company at Community Tax LLC. Since we started using it the platform has been great without any issue which I can see from a standard users end. Using this platform allows us at Community Tax to help individuals and companies with income tax problems.

Pros and Cons

Easy CRM integration.
Tracking calls and performance status.
Easy way to place and receive calls with a built in voicemail option.

CRM plug-in speed can be improved.
Real time data on the CRM plug-in.
From a standard user's end- no other issues.

Return on Investment

Genesys itself is very fast.
Records calls in real time.
Easy to locate call history.

Alternatives Considered

Node.io by SugarCRM

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

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

Likelihood to Recommend

[I have been] working with phone systems since 2018 and this one is by far my favorite. It has all the built-in features needed as a phone system would related to calls as well as logs and daily tracking of the time spent working and away from the computer in detail by the minute. The Genesys Cloud CRM add-on for the platform we use for calls is also a great addition because it's all in the same window. We don't have the need for two monitors or [to] split the screen, one for the CRM and the other being Genesys itself, unless you like to have one tab being the phone and the other the case. The Genesys phone has the option to open that case or lead manually, but it's already set to automatically open the case for you so you really don't have to worry about it. All in all it's super productive to use this platform for calls.

Genesys Great!!!

Overall Satisfaction with Genesys Cloud (formerly PureCloud)