Item: Genesys Multicloud CX (discontinued)
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We have been using Genesys as our call center solution for 5+ years and are very happy with the support we receive in regards to their products. Technicians are quite knowledgeable and working sessions tend to produce great results. The Genesys application itself has been very reliable and is definitely one of our largest revenue-impacting applications. Without Genesys, our Sales Team would face real challenges.

Pros and Cons

Customized greetings and announcements
Intelligent call routing
Excellent support

Pricing could be better

Alternatives Considered

Genesys is a top vendor in the field and has proven reliability in enterprise environments. We had explored numerous vendors and products prior to selecting Genesys as our Enterprise Call Center Solution. Genesys came out on top of all it's competitors in regards to features, functionality, maturity and ease of use. While it was a long process for us to evaluate solutions, we have never wavered in the fact that we chose the right product for our company. I recommend Genesys highly to other organizations looking to implement a mature Call Center solution.

Likelihood to Recommend

Excellent product to create intelligent call routing. We have hundreds of Sales Agents using Genesys in our environment to make and receive calls. On a daily-basis, Genesys proves itself to be an invaluable tool for both the Sales Agents and our Operations and Forecasting teams. We are able to capture numerous different metrics in regards to our calls, which in turn, helps us to streamline and make processes more efficient. We would absolutely be at a loss without the functionality that Genesys provides.

Genesys is a best-in-class Call Center product.

Overall Satisfaction with Genesys PureEngage

Use Cases and Deployment Scope

Pros and Cons

Alternatives Considered

Likelihood to Recommend

Genesys Multicloud CX (discontinued) Feature Ratings