Item: Genesys Cloud CX
Rating: 3
Author: Richard Volel

Use Cases and Deployment Scope

Will be used in the Call Center for CS and Collections. It was purchased to take us from multiple platforms internally and vendor-hosted into one for Omni Channel solution that we manage.

Pros and Cons

Like any cloud solution ease to install if equipped with right install partner
Ability to change campagn media types
Abiity to de sevral things " channels of communication under same platform

Stability of product
Better documentation of features and system functions
Campaign managgment tool not as good as ALM
Many promises made for features and functionality by the sales group. But many did not work as represented or are still in development

Return on Investment

End of development cycle so it's too early to tell

Alternatives Considered

The decision made by the uneducated executive for Omnichannel components. There are better products with good history out there

Other Software Used

Aspect Workforce Management, Aspect Unified IP, Aspect CXP Pro

If you are a small shop with limited IT personnel. I would still hire a third-party consultant not affiliated to challenge or confirm their design. I would not recommend to larger organizations with competent IT staff you should not allow business owners to be final decision-makers for this product. It should be a joint decision with Network, Telecom, and business. Do your research on similar products and challenge cost model of Cloud versus premise if you already have a decent size Server environment.

Genesys 1st Experience doesnt meet expectaions

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