An excellent and scalable solution for contact centers
Updated March 08, 2022

An excellent and scalable solution for contact centers

Rodrigo Avila | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud is currently the contact center solution for a few departments within the bank. Customer Support, Sales, Investments and Internal Support. Telephony, chat and report features are integrated with custom applications and voice resources integrated with our Avaya corporate system. It addresses the need for efficient and organized customer support, proper telephony resources in order to contact external & internal customers as well as chat and cobrowsing resources.

Pros

  • Integration with other internal products
  • Fast and easy expansion capability
  • License pricing
  • Software continuously improved on a weekly basis
  • Proactive Support and Professional Services.

Cons

  • Appropriate tools for working with clients using Linux softphones.
  • The client console could be simpler to operate and more intuitive.
  • AMD process for administrator users could be simplified on a single menu.
  • The aproximate ROI is 25-30% since our previous contact center solution.
  • Integration with modern application would have been impossible without Genesys Cloud.
  • Genesys Cloud was the best way to get into a cloud environment, partially at first and then migrating resources as needed.
  • The operation grew 50% from the beginning, and this expansion was carried out quickly and safely since the Genesys Cloud tool allows it to be done with minimal impact.
The variety of resources and the ease of integration with other products was a decisive factor when choosing the tool for our contact center. The ease of expanding resources was also a deciding factor when choosing. Finally, the price per license and the ability to obtain discounts for purchasing a certain quantity of them was a decisive factor that made the difference with others competitors.

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

Genesys Cloud is perfectly suited to a large contact center environment, when integrations are essential and reports and operations must always be available. When the work environment is highly variable, since it is possible to resize the resources according to the needs in a very short period of time. On the other hand, on applications where the change is not so frequent, and the operation for the end user should be as simple as possible, Genesys Cloud is not the best solution, this is the case of corporate telephony for basic users.

Genesys Cloud CX Feature Ratings

8.2
Agent dashboard
6
Validate callers
7
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
9
Interactive voice response
9
REST APIs
10
Call scripts
9
Call tracking
8
Multichannel integration
8
CRM software integration
8
8.3
Inbound call routing
9
Omnichannel inbound routing
8
Recording
9
Quality management
9
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Genesys Cloud CX (formerly Genesys Cloud) Training

  • Online training
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.

Upgrading Genesys Cloud CX (formerly Genesys Cloud)

Yes - The Genesys Cloud platform is regularly updated automatically. Both on the customer console, and within the edge equipment that we have within our facilities. Regular updates are also made to the core of the cloud application. We have never had problems at the time of the update, in general, it has always been transparent to the eyes of the end user.
  • Reliability
  • Performance
  • Backup capacity
  • Integration capabilities improved
  • Licenses pricing
  • Increaesed API´s and reporting tools

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