Item: Genesys Cloud CX
Rating: 9
Author: Micheal Phillips

Use Cases and Deployment Scope

Genesys Cloud is multi-departmental. We use for our contact center, Revenue Cycle Management (RCM) and MA teams.

Pros and Cons

WFM
RTA
Contact Management
Scripting

Data Availability
Reporting Robustness
Caller ID
Hunt / Ring Groups

Return on Investment

Decreased labor and increased productivity.
Increased Customer Satisfaction.

Alternatives Considered

NICE inContact CXone

Genesys Cloud is better all-around except for reporting. You can customize your call flows without a Dev team, WFM is native to the platform and their support service is great.

Genesys Cloud is great for all contact center managers. Their intelligent workforce management tool is native to the contact center platform and allows for robust scheduling and forecasting for decreased labor costs. The reporting, however, needs some work. You can't manipulate data or download certain performance reports, and scheduling automated reports is difficult.

Healthcare review of PureCloud

Overall Satisfaction with Genesys PureCloud

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Alternatives Considered

Likelihood to Recommend

Genesys Cloud CX Feature Ratings