Item: Genesys Cloud CX
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We are currently using Genesys Cloud in one of several departments as a POC of the product in a technical care support team. Lots of potential to scale to other departments and locations around the globe.

Pros and Cons

Easy to set up.
Intuitive administration.
Ease of access (web based).

Ability to pause timer on email interactions for omni-channel agents.
Cost compared to some cloud competitors.

Return on Investment

Positive: Ease of access for leaders.
Positive: Ease of access for CSR groups.
Negative: Costly.

Alternatives Considered

The functionality of Genesys Cloud is intuitive and easy to use since we currently are using PureConnect for the most part. We have seen great comps in other tools but only in form of demos thus far. Compared to other tools we see an increase of cost with Genesys Cloud.

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?

Would you buy Genesys Cloud CX again?

Yes

Other Software Used

Zoom, Microsoft Teams

Likelihood to Recommend

With the customer service portion of our business being mostly work from home in the pandemic and likely beyond, Genesys Cloud allows us to scale more easily and does not require the IT setup of PureConnect. Encrypted cloud based services put less pressure on local servers that we (resmed) have to maintain and allow less chance for outage.

Impressed, but not 100% convinced.

Overall Satisfaction with Genesys Cloud (formerly PureCloud)