Item: Genesys Cloud CX
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We actually use the full suite of Genesys solutions across the ‘Pure’ range to develop business applications that enhance the overall user experience. In doing so we have to use the solution on a hug frequency basis to ensure applications performance and security. We have found the UI and overall performance and functionality to be excellent and giving a good level of stability.

Pros and Cons

UI is excellent - not too busy.
Easy to navigate and supports workflow well.
Excellent use of desktop real estate.
Colour palette used is not tiring to the eyes during prolonged use.

Some of the iconography could be better.
Speed of application could be improved.
Applications interface could benefit from some minor improvements.

Return on Investment

Predictable costs.
Brings flexibility to growth scenarios.
Applications support enhance the ability to react to new requirement.

Usability

As mentioned, the UI is clean and intuitive and supports rapid agent adoption where new applications are brought to the agent population.

Support Rating

Genesys has an excellent support culture but could sometimes improve the personal touches.

Alternatives Considered

Avaya Aura Platform

I think that comparing Genesys Cloud to, say, Aura 8 is an unfair comparison. There are things Avaya does extremely well although I would say Genesys has similar capabilities but with maybe faster time to market.

Likelihood to Recommend

Genesys Cloud is well suited to most SME type organizations that utilise simple business workflows.
For those organizations that require omnichannel service capability, PureEngage is a better option but at the price point, this would only be a reason not to adopt PureCliud if Omnichannel is absolutely necessary.

True applications enabled SME cloud platform

Overall Satisfaction with Genesys PureCloud