Item: Genesys Cloud CX
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Genesys Cloud is being used across our call centers and it had an important role in 2020, providing our staff the flexibility to work remotely without any performance impact. Since this is a cloud solution, we can make and receive calls by only using a web browser and this is a very convenient feature for remote users.

Pros and Cons

Work Remotely
User-friendly interface
Reliable and Fast
Great voice quality

More troubleshooting information for interactions.
Need more options to customize the reports.

Return on Investment

Productivity
Cost Reduction
Integration

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?

Yes

Would you buy Genesys Cloud CX again?

Yes

Other Software Used

Cisco Unified Communications Manager (Call Manager), Cisco UCS Manager, Cisco Unified Contact Center

Likelihood to Recommend

Genesys Cloud is perfect for contact centers. Using the "Architect" interface, you can easily create call flows and IVRs by only using the web browser. The solution also offers several report templates that can be used to analyze historical data for interactions, agents' performance, SLA, and queues. The "Dashboards" are also a very useful feature that shows real-time information for the contact center.

Genesys Cloud , the Perfect Solution for Contact Centers !

Overall Satisfaction with Genesys Cloud CX