Item: Genesys Cloud CX
Rating: 3
Author: Verified User

Use Cases and Deployment Scope

It is being used within our customer contact center. It is not being used across the organization. Genesys Cloud is being used to handle our incoming and outgoing calls for our scholarship programs.

Pros and Cons

Breadth of platform offerings. Allows for one platform to serve multiple needs (chat, voice, reporting, cloud).
Uptime. Have not experienced any major outages.

Difficult to configure if you're a regular user. Have to call for technical support if you want to change the call flow or add features such as closed messages when all agents are logged off.
Challenging interface - too many options on the dashboard to see basic information.
Challenging reporting - cannot easily navigate the reporting dashboard.
Too many places to navigate to within the platform and not one of the dashboards tells enough so you have to try and find another one.
Cost. It's very expensive.

Return on Investment

The platform licensing fees are so expensive that we have not seen any ROI since moving to the platform.

Alternatives Considered

We were on Genesys Premier and were prompted to migrate to Genesys Cloud.

We've had some issues with Genesys Cloud where our prior platform had features that were critical to our business workflow, and when we converted, those critical features were lost. The support to figure these things out has been challenging. We've been on the platform for months and we haven't solved our basic problems yet. We also have problems with billing. Difficult to match up the usage to minutes. All reports point to # of calls when we really need to know the # of minutes because that's how we get charged at the end of the day.

Comprehensive platform, complex and pricey.

Overall Satisfaction with Genesys PureCloud

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Alternatives Considered

Other Software Used

Likelihood to Recommend

Genesys Cloud CX Feature Ratings