Genesys Cloud CX

Score8 out of 10

757 Reviews and Ratings

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

Media

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Screenshot of Conversations

Recording
Record conversations to improve service quality by evaluating agent-customer interactions.
Category average: 9
Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.8

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

#1 most frequent

Professional, Scientific, and Technical Services

20.9%

81 installations of 387

#2 most frequent

Information

10.6%

41 installations of 387

#3 most frequent

Manufacturing

6.5%

25 installations of 387

Victor Circelli View profile

Telecom Administrator in Information Technology at Didi Chuxing / 99 (10,001+ employees employees)

Use Cases and Deployment Scope

We use Genesys Cloud CX as our main (and unique) contact center solution for dealing with voice calls, both inbound and outbound. Genesys Cloud CX handles our Interactive Voice Response (IVR) flows, our agents, our queues (group of agents) and our outbound calls, both manual calls and automated (dialer campaigns) calls.
We use Genesys to handle calls from around 13 countries all over the world, in three different business lines: Ride Sharing services, Financial Services, Delivery services

Pros

Great flexibility on the IVR configuration
Allows to download and work with many data with the existing APIs
Easy to use for both administrators and agents

Cons

Outbound reporting
Outbound and callback functionality (more flexibility on recall attempts)

Return on Investment

Great productivity improvement as we can have the IVR performing a lot of tasks

Alternatives Considered

NiCE CXone Mpower and Amazon Connect

Jay Dey

Business Analyst in Information Technology at BCFMA (51-200 employees employees)

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

Henrique de Jesus Pedroso View profile

Coordenador de Sistemas in Information Technology at Movida Locação de Carros (1001-5000 employees employees)

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

Duwar Rippe View profile

Analityc in Customer Service at Informaton Systems (11-50 employees employees)

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

Stamatios Papadatos

SVP contact center technology in Information Technology at M&T Bank (10,001+ employees employees)

Use Cases and Deployment Scope

Genesys Cloud CX is primarily used in our Contact Center, Customer Service, and collections and other smallers lines of business leveraging inbound, outbound campaign callbacks, SMS, chat and other soon to be enabled capabilities.

Pros

Flexible outbound dialing modes allows us to manage out workforce efficiently
Multi-modal channels available to seamlessly transition calls between
Intelligent routing options

Cons

Fully integrate third party products before introducing
Division awareness
Knowledge management workflow approval process

Return on Investment

Improvement to banker productivity
Genesys Cloud CX model is major improvement to taking years yo upgrade on prem platform.
Overall cost appeared to be 2x higher for cloud solution versus on prem solution