Genesys Multicloud CX at Work | TrustRadius

Use Cases and Deployment Scope

Genesys Multicloud CX allows us to use Agent to set up and manage our call center to onboard new customers and users in minutes. Allows us to do call-back with ease when call volumes are high. During the COVID pandemic employees were able to work from home without missing a beat.

Pros and Cons

Agent desktop
Call-back feature
work from anywhere
easy management of agents

More technical tutorials and courses
Mobile app needs more features and GUI improvement

Alternatives Considered

Avaya Cloud Office

We POC Avaya but did not like some of the features or lack of features compare to Genesys Multicloud CX.

Future Planned Uses

AI/ML
More integration with other platforms

Key Insights

Do you think Genesys Multicloud CX (discontinued) delivers good value for the price?

Yes

Are you happy with Genesys Multicloud CX (discontinued)'s feature set?

Yes

Did Genesys Multicloud CX (discontinued) live up to sales and marketing promises?

Yes

Did implementation of Genesys Multicloud CX (discontinued) go as expected?

Yes

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

Other Software Used

RingCentral Contact Center

Likelihood to Recommend

In our case, the solution has worked very well. There are times when service is slow in answering questions or system response is slow.