Item: Genesys Cloud CX
Rating: 6
Author: Nicolas Bedard

Use Cases and Deployment Scope

It's used by the head office in our Outbound/Inbound Calls departments. The issue is those not involved in the process of using Genesys Cloud aren't familiar with the system.

Pros and Cons

The ability to call from different locations from one location.
The support we receive is quick and responsive.
Cross-platform uses (chat, calls, managing queues, quality assurance).

Issues revolving around locations changing from NA location to overseas haphazardly.
Calls being disconnected randomly at times.
Calls we're connected to user's voicemails at times.

Return on Investment

Ability to call listen back for escalations, eliminating or reducing possible issues.
The Quality Assurance program reduces the time to create one from the ground up.

Usability

Multiple functionalities such as calls, chats, programs, and queue analytics.

Support Rating

I've submitted two tickets, and they we're answered quite quickly.

Alternatives Considered

N/A

Likelihood to Recommend

I cannot think of a time this would not be applicable.

Multi-Purposed Functionality

Overall Satisfaction with Genesys PureCloud