Item: Genesys Cloud CX
Rating: 9
Author: Jonas Kristensen

Use Cases and Deployment Scope

Genesys Cloud is used as primarily as inbound contact center solution for various channels, calls, e-mail, chat, and outbound dialer in our customer service teams.

Pros and Cons

Very intuitive
Weekly releases
High uptime

Some settings are hard to do
Documentation could be better
Limitations on own development

Return on Investment

Lowered AHT by almost 20%
Faster on-boarding of agents
Higher CSAT

Alternatives Considered

Aspect Unified IP, Five9 Virtual Contact Center, Dixa, NICE inContact CXone, 8x8 Contact Center and Puzzel Contact Centre Solution

Support Rating

Genesys has a hard time reaching out to Europe.

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?

Yes

Did implementation of Genesys Cloud CX go as expected?

Would you buy Genesys Cloud CX again?

Yes

Other Software Used

Zendesk, Kayako, Formstack

Likelihood to Recommend

For a multichannel contact center, I would say that it is the best platform out there.
For outbound sales handling only dialer tasks, it is not sufficient.

Pure customer service with Genesys PureCloud

Overall Satisfaction with Genesys PureCloud