#1 most frequent
United States of America
61.5%320 installations of 520
What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
Categories & Use Cases
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Screenshot of Conversations
Top Performing Features
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9
Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.2
Areas for Improvement
Call scripts
Providing agents with a predefined conversation script.
Category average: 8.2
REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.4
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.1
Who Buys & Uses Genesys Cloud CX
#2 most frequent
Canada
6.9%36 installations of 520
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
4.4%23 installations of 520
Genesys Cloud CX Customer experience
Use Cases and Deployment Scope
The use of Genesys Cloud CX enables our staff to manage customer voice interactions, delivering personalized customer service. The platform is scalable, and the primary use case spans operational customer and IT helpdesk support. It significantly reduces the wait times and helps us monitor CSRs. The use case can be extended to include providing the Web messaging channel, Outbound campaigns, and QA Evaluations in the next phase.
Pros
- Voice communication - Inbound and Outbound calls
- Directory Group management
- Using a third-party service integration for DIDs
Cons
- Reporting
- Analytics
- Data mapping from Apis to Frint end performance views
Return on Investment
- Lesser calls to a customer
- Lesser wait times
- Lesser technical issues
Alternatives Considered
(EOL) Cisco CloudCenter
Other Software Used
Shelf, Azure AI Search, Microsoft 365
Genesys Cloud CX Search - Enterprise Movida
Use Cases and Deployment Scope
I am a daily user of Genesys Cloud CX I manage our operations through it.It has greatly improved our customer experience, but it could be even better if Support were faster.On a day-to-day basis, it is very intuitive and easy to use and this has brought performance gains.It has helped a lot to improve our customer experience.
Pros
- Indicators
- Usability
- Agility
Cons
- Support
Return on Investment
- cost savings
- productivity
- employee engagement
Alternatives Considered
NICE CXone Mpower, Avaya Call Center Elite and Sinch
Other Software Used
Sinch, Salesforce Consumer Goods Cloud
Usability
appropriate use
Use Cases and Deployment Scope
We use Genesys Cloud CX as a versatile contact center tool that allows us to address various operational needs, such as:
Appointment confirmations
Database sweeps for the collections department
Payment agreement and due date reminders
Verification of customer-provided information
Automated WhatsApp campaign delivery
Use of voice bots to provide informative responses based on our database
Among other functionalities that enhance customer interaction and streamline internal processes.
Pros
- Report general
- Routing
- Execution data action
Cons
- Need more customer fiel in report
- More grafics in reports
- Expand the outcomes for organization
Return on Investment
- The Best control control of récords
Alternatives Considered
(EOL) Cisco CloudCenter and Sales Force Assistant
Other Software Used
Microsoft Power BI, HubSpot CRM, Jupiter iO
Close your sales calls effectively
Use Cases and Deployment Scope
When I initially started working at [...] we had a calling tool called Avaya, but the calls that we used to make to the international market didn't always connect or they voice was never clear to the receiver. But with introduction of Genesys Cloud CX we were able to make calls better, i used to get connected to customers without any loss of time and being in sales, I feel that is very important.
Pros
- Seamless connection
- Clear audio
- Easy UI
Cons
- Easy creation of contacts
- Although there is a leaderboard, the calls me and my teammates have made doesn't show up
- I have seen sometimes the calls do not get disconnected even after hanging up, for which I have to reopen the app
- Not sure why i wasn't able to use the app on mobile, access was denied everytime, that would have helped me much better, rather than using it on the laptop everytime
Return on Investment
- More number calls made
- Customers were able to hear my voice better, hence, faster lead conversion
- Training new reps by giving them the call recordings
Alternatives Considered
Avaya Experience Platform
Other Software Used
Outreach, Salesforce CMS, LinkedIn Sales Navigator
Usability
Genesys Cloud - powerful and flexible CCaaS solution
Use Cases and Deployment Scope
We use Genesys Cloud primarily for our contact centers across various regions. We use both inbound & outbound calling functionality - including ACD, dialer, queues, outbound campaigns, etc. We also use the inbound "messaging" functionality for asynchronous web chat. Beyond this, we use automation from Architect flows to facilitate self-service functionality. Genesys Cloud helps us reduce the number of touch-points and the number of contacts we have to handle manually.
Pros
- Extensive API access to allow flexibility with the platform
- Weekly updates to continuously improve the platform
- Powerful Architect flows that are intuitive to build, but still powerful and flexible
- Extensive integration with other applications, either through dedicated integrations or API hooks
Cons
- Improve the speed of implementation of the most popular ideas on the Ideas portal
- Support teams can be slow and some issues can take a long time to resolve
- Although documentation is generally good, new features are often under-documented or don't include real world examples.
- Arbitrary limits on some components can make things an unnecessary hassle
Return on Investment
- Significantly improved our containment rate for our web messaging solution
- Facilitates self-service, including informational messages, payments, customer-specific responses
- Reduction in agent count over time
Alternatives Considered
Genesys PureConnect (discontinued)
Other Software Used
RingEX
