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

Use Cases and Deployment Scope

We are using Genesys Cloud (formerly PureCloud) in our customer service department. We use the platform as a call center solution to contact our customers via telephone (both inbound and outbound calls), e-mail and chat.

Pros and Cons

Ease of use for administrators, supervisors and agents.
A lot of new features every week.
The best outbound dialer I've ever seen.
Great user interface.
Cloud based.
Fast and easy deployment.
Multiple contact channels integrated.

Reporting.
E-mail management (we build our own e-mail module).

Return on Investment

Cloud based has made our contact center more stable (for example during COVID).
Fewer disruptions than with our previous call center solution.
Handling times have decreased due to user-friendliness.

Alternatives Considered

Aspect Unified IP and Oracle Service (formerly Oracle Service Cloud)

Before we started using Genesys Cloud we used Aspect Unified IP (for telephone) and Oracle Service Cloud (for e-mail and chat). Genesys Cloud does better on telephone and chat (and user interface!), but e-mail could be better.

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?

Yes

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Likelihood to Recommend

Genesys Cloud is a great platform for almost all kind of call centers when most customer contact is via telephone or chat. For call centers with a lot of e-mail contact with their customers there are maybe better options than Genesys Cloud. One way to get around this is to build your own email module or to integrate with another solution which is specialized in e-mail contact.

Satisfied with Genesys Cloud!

Overall Satisfaction with Genesys Cloud (formerly PureCloud)