Item: Genesys Cloud CX
Rating: 9
Author: Jessie Seaman

Use Cases and Deployment Scope

It is the primary phone system companywide. We use it for call queues and individual phone lines. We use this to call clients, IRS and State departments, coworkers, and third parties.

Pros and Cons

User interface is clear and clean- very user friendly.
It is easy to set your status so coworkers can see if/when you are available.
Conference calls are easy to start.

Limited reporting for phone lines not in a queue.

Return on Investment

Better call quality.
Fewer phone system "outages".
Better visibility.

Alternatives Considered

More features for monitoring live calls, better call forwarding, fewer system errors/crashes, vast reporting for employees evaluation, and friendly user face.

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

Sugar Sell (SugarCRM), Microsoft 365 (formerly Office 365)

I love the user face and actual performance of the phone system. Most of my employees are not in phone queues, but have individual phone lines. The reporting available for individual phone lines not in a queue, is limited. I would like to see similar reporting that is available for lines in a queue for individual lines.

Genesys Delivers Across the Board

Overall Satisfaction with Genesys Cloud (formerly PureCloud)