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

Use Cases and Deployment Scope

We are currently using Genesys Cloud across all of our Customer Service divisions in-house. This service allows us to control multiple avenues of support in one clean client. It also provides seamless integration and management capabilities.

Pros and Cons

Easy management of employees and roles within the organization.
Ability to personalize permissions based on several roles and job titles.
Clean interface and a great user experience.

Overall chat functionality could use some improvement.
Reporting metrics are lacking in the field of the IVR and incoming calls.

Return on Investment

Active agent monitoring has saved us time on the phone being able to mentor agents as the call is live.

Alternatives Considered

five9 virtual contact center

Genesys Cloud has a much better User Interface for our agents when handling incoming calls. The reporting that Five9 offered was much better and robust compared to Genesys Cloud as of this moment. The ability to handle multiple avenues of support, such as chat, phone, and email within Genesys Cloud is a better overall experience than we dealt with in Five9.

Key Insights

Do you think Genesys Cloud CX delivers good value for the price?

Yes

Are you happy with Genesys Cloud CX's feature set?

Yes

Did Genesys Cloud CX live up to sales and marketing promises?

Yes

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Likelihood to Recommend

As an incoming call center, we are able to utilize the Genesys Cloud service to easily handle multiple client calls during the day. We average a large number of contacts during a specific period of the year and have not had any major issues using this service. This service does lack in the current functionality of chat and reports.

Great Product and More Enhancements to Come

Overall Satisfaction with Genesys Cloud (formerly PureCloud)