Item: Genesys Cloud CX
Rating: 3
Author: Nicolas Bedard-Reid

Use Cases and Deployment Scope

We use Genesys Cloud as a method of calling customers through a local queue, speaking with our employees through the chat function, and quality assurance through the application as well.

Pros and Cons

Multi-Functionality
Clear, Easy to Utilize
Quick Support

Permissions Removed Randomly
Inability to Add/Remove Queues at Times
Connectivity Issues

Return on Investment

Quality assurance on recorded calls, accountability for the workload.
Ability to go back and listen to a call in general and fix errors should they arrive.
Statistical breakdown of agent stats

As I mentioned before, the removal of permission suddenly makes my job more complicated. This aside, however, as I mentioned before as well, the multi-functionality of the program (calls, messaging) is useful to our business. The inability to remove queues suddenly without permission has made my job more difficult in adding and removing my staff members as needed.

Support Rating

I've reported an error a few times, and it can be good based on the person. At times, the issue is resolved quickly and understood. Other times, the agent doesn't understand what we're saying though the instructions are clear and concise if you understand the program you're supporting.

Multi-Functional Platform

Overall Satisfaction with Genesys PureCloud

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Usability

Support Rating

Alternatives Considered

Other Software Used

Likelihood to Recommend

Genesys Cloud CX Feature Ratings