Item: Genesys Cloud CX
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Genesys Cloud for our global support center. ATI customers can be sure that their call will be routed to the best agent 24 x 7 in one of the support centers around the globe. The user interface is intuitive and quick to learn allowing agents to focus on our customer's needs.

Pros and Cons

Fast deployment.
Drag and drop configuration.
Open API integration with other systems.

Pricing can be difficult to understand.

Return on Investment

Reduced handling time.
Fast deployment.

Alternatives Considered

NICE inContact CXone and Enghouse Interactive Contact Centers

Genesys Cloud has the best combination of feature-richness and platform maturity.

Other Software Used

Microsoft Office 365

Likelihood to Recommend

Genesys Cloud is best suited for contact centers requiring the omnichannel capability for dispersed sites or remote users. It is best suited for deployments of between 50-300 agents but can scale to 1000s. As it is a CCaaS it may struggle for very customized solutions since it is a universal cloud platform for all clients.

Genesys PureCloud CX solution

Overall Satisfaction with Genesys PureCloud