Item: Genesys Cloud CX
Rating: 4
Author: Verified User

Use Cases and Deployment Scope

We use Genesys Cloud for our Contact Center to service inbound/outbound calls and emails. Previously, we used a self hosted PBX and found it was not as extensible as Genesys Cloud was claiming to be. Moving to Genesys Cloud was to help the Call Center better manage interactions from calls and emails.

Pros and Cons

Inbound calls.
Role based access.
Outbound calls.
Campaigns.

Email handling.
Support.
Sticking to roadmap.

Return on Investment

Campaigns are easier to manage now.
Lots of time burned by development team investigating if things are possible.
Time wasted moving to workforce management, only to move back due to difficulty of use/missing features.

Key Insights

Do you think Genesys Cloud CX delivers good value for the price?

Are you happy with Genesys Cloud CX's feature set?

Did Genesys Cloud CX live up to sales and marketing promises?

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Other Software Used

Gitlab, Observium, Palo Alto Networks Next-Generation Firewalls - PA Series

Likelihood to Recommend

I am not very likely to recommend this after our experience with PureCloud. We were sold on the idea that we could extend the application with in house development. However this has proved very difficult and getting support on this usually ends up in a quote for professional services.
The support is also abysmal, we have not had a good experience trying to get quality support from Genesys.
One of the key components we were sold on when purchasing PureCloud was the ability to selectively pick emails from the queue and were told it was on the roadmap. Three years later we are still told it is on the roadmap and nothing has ever been done about it.

Genesys Cloud - Didn't live up to the hype

Overall Satisfaction with Genesys Cloud (formerly PureCloud)