Item: Genesys Cloud CX
Rating: 7
Author: Verified User

Overall Satisfaction with Genesys PureCloud

Use Cases and Deployment Scope

Genesys is currently being used by a single department. It addresses inbound and outbound customer interactions on a varied schedule. We also use the platform to interact with our field engineers for a variety of reasons.

Pros and Cons

Pros

Stability
Reliability
Interaction

Cons

Callback management
System call outcome management

Return on Investment

Unsure

Alternatives Considered

Was not involved in the procurement process

Support Rating

Some support can take a while to be actioned, the response is system-wide rather than individually orientated, and having to vote on system improvements can mean other organization's priorities can delay basic functionality improvements that might be being made.

Key Insights

Do you think Genesys Cloud CX delivers good value for the price?

Are you happy with Genesys Cloud CX's feature set?

Yes

Did Genesys Cloud CX live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Likelihood to Recommend

Genesys is a very reliable and stable platform with minimal downtime which provides reliability. The system is, however, slightly expensive in comparison to others with regards to the functionality that it provides. One particular example is that callbacks cannot be set with a 30 day-out period when customers should have the flexibility to be called further in advance than this.

Genesys Cloud CX Feature Ratings

Comments

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A reliable stable system, but slightly expensive