Item: Genesys Cloud CX
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Genesys Cloud is used by the entire company. Our company uses the system for both sales calls initially, but then is used for client contact as well as contacting Government Agencies which is actually carrying out the work we do. We are on the phone several hours of the day and it provides the necessary tools for verbal communication.

Pros and Cons

Seeing the voicemails and selecting the one I want is extremely helpful.
The fact that it can work on any computer without additional interface is nice.
The directory allows for storing additional numbers.

If there is a hiccup in the connection, I frequently have to refresh Genesys. If not, my headset will not work.
If the computer screen goes into power saver move (the computer is still running), the audio will drop.
Transcribed voicemails would be helpful.

Return on Investment

Genesys has allowed for less dropping of calls which has resulted in happier clients.

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?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

Other Software Used

Microsoft Teams, Microsoft 365 (formerly Office 365)

Likelihood to Recommend

Genesys is a better system that we previously were using which required downloading an interface such as Zoiper or Bria. Those interfaces would frequently crash and need restarting. By being web based, it allows for the system to be used on any computer at any time which makes it easier to change systems if there is an issue.

Happy to be connected

Overall Satisfaction with Genesys Cloud (formerly PureCloud)