Item: Genesys Multicloud CX (discontinued)
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We are able to run our operations into one single platform with Omnichannel capabilities, simplify operations management, increase productivity for agents and customer satisfaction, unify diverse banking products and services into a single self-service platform and increase sales revenue to achieve ROI. My scope covers outbound telesales.

Pros and Cons

Single sign on view for agent
Agent monitoring tool
Reporting tool to perform analysis
Auto dialer options
User friendly system

To convert ccpulse reporting tool into web base access
Easier uploading process for call list
To allow more report templates format

Alternatives Considered

Avaya OneCloud CCaaS

1) Omnichannel capabilities 2) Easier to integrate 3) User-friendly 4) Stable Organization with good product offers 5) Good customer end-to-end support

Future Planned Uses

AI/ML
RPA
Cloud

Key Insights

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

Not sure

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

Yes

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

I wasn't involved with the selection/purchase process

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

Yes

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

Likelihood to Recommend

Easier to integrate with our custom-developed case flow into the same agent dialer that provides 360 views of the Cm interaction journey from various channels to the agent’s view and also integrated website leads referral directly to Genesys as call list in real-time. Genesys needs to enhance its reporting tool format with multiple types of formats for different analyses instead of a common reporting format.

Genesys for Sales

Modules Used

Overall Satisfaction with Genesys Multicloud CX