Genesys Cloud- perfect balance of cost and use.
March 01, 2021
Genesys Cloud- perfect balance of cost and use.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
Genesys Cloud is currently being used by 45% of the company. It has replaced our EOL system, and provides full metrics to evaluate our support to the company. Genesys has helped create a way to track other departments' metrics that in the past were not available. Moving into the platform has allowed other business units to know when call volume is high, how long it is taking to resolve, and what the agents are doing [throughout] the day.
- Agent Visibility.
- Scheduling.
- Metrics.
- Limitation on views.
- Dashboarding.
- Messaging.
- Replaced multiple platforms.
- Still would like better dashboarding.
- Better chat models.
For the money and ease of use, Genesys is top notch. I think they lack in integrations against some others. From a metrics perceptive, Genesys Cloud provides a very easy to use system for non-technical leaders. You can generate the reports you need quickly, and with little need to be overly technical in the platform. The availability of demo reports also helps in knowing what you need.
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?
Yes
Would you buy Genesys Cloud CX again?
Yes