Item: Genesys Cloud CX
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

We use Genesys across our internal call centers—125 users in 4 countries supporting email/voice/chat in 11 languages. It's used in both B2B and B2C capacities.

Pros and Cons

Easy to use for agents
Great dashboard for agents
Easy to move agents from channel to channel

Email support is terrible if you use Gmail as the corporate solution.
Reporting is not robust
The frequent 15-30 second restarts overnight don't help our international teams.

Return on Investment

Flat: we are stuck because we wanted to roll it out to another team of 300 and can't because of email reporting and integration.

Usability

For the agents, it works well.

Support Rating

The certification process is tough.

Likelihood to Recommend

It's been a tough road with implementation—we were with them pre-acquisition and need more support on the roadmap.

My experience with ININ/Genesys

Overall Satisfaction with Genesys PureCloud