Item: Genesys Cloud CX
Rating: 9
Author: Trey Smith

Use Cases and Deployment Scope

We use it as our phone system/IVR plus QA and WFM tool.

Pros and Cons

Data and analytics
Forecasting and scheduling
Constant advancements

Further detail in WFM. Specifically in scheduling and forecasting
Flexibility in managing time off
Advanced real time monitoring with statuses

Return on Investment

Has allowed more data and analytics to explain call drivers and trends
Has allowed us to dig in depth on conversation details to identify opportunities in processes for efficiency gains

CX Automation Performance

We have just started digging into knowledge management, but early returns have been promising this far.

Migration Experience

We migrated a while back. From my recollection, it was a relatively smooth process.

This was aspect when we had it. Genesys PureCloud has started to catch up to the WFM features and has some advancements over aspect but there’s still some features that I wish I had with aspect in terms of RTA forecasting and scheduling.

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?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Likelihood to Recommend

Genesys PureCloud does a great job at constantly upgrading features. Though some features may take some time, it’s nice to know it’s at least on their radar. One example is time off management and that they’re looking to implement staffing groups to manage PTO.

Go Genesys PureCloud!

Overall Satisfaction with Genesys Cloud CX