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

Overall Satisfaction with Genesys PureCloud

Use Cases and Deployment Scope

We're currently using Genesys Cloud for 23 out of our 250 retail stores to handle incoming customer calls related to tire purchases, appointments, and information. As our retail business follows seasonal changes, the stores get overwhelmed with calls during the busy season and that represents a poor customer experience. By using Genesys Cloud we're able to offer them a much better experience and increase sales for the stores.

We also have an inside sales group that makes outbound campaign calls to small business owners to offer them special incentives. By using Genesys Cloud we're able to make this more efficient, and track campaign progress and quality.

Pros and Cons

Pros

Scalable solution
Lots of customization
Omni-channel
User-friendly

Cons

Genesys Support team and support process gaps
Gap for small businesses that require a developer to unlock all the functionality, especially historical data export.
Subscription Tier system forces you to higher tiers for certain functionality, so you end up with a lot of features you don't use, just so you can use 1 specific feature. Example SMS functionality is in their highest Tier, so for a company that only wants Voice and SMS, you get Voice at Tier 1, but have to buy Tier 3 because you want SMS.

Return on Investment

Our customers are much happier being able to either self-serve thru our IVR or get to an agent that is presented with relevant information about them in a timely manner
Store employees have been freed up to provide a better customer experience and higher productivity

Alternatives Considered

Five9 Predictive Dialer

The back end administrative was much more user-friendly and provided good flexibility without requiring a dedicated IT resource to "code". Ever evolving features was another big reason.

Likelihood to Recommend

If your situation is one that you get alot of phone calls, emails, web chats, and SMSs, this is an ideal scalable solution, it works for small businesses or large enterprises. You can it get up and running fast, you don't need a large IT department. Most of the design and maintenance can be handled by a business analyst. While unlocking the higher potential does require some good IT knowledge, for a lot of smaller businesses it isn't required. You can be agile and be dynamic as your businesses changes to your IVR or messaging. Get more done with less.

Comments

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PureCloud made our customer's happy and drove our sales.