Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.
The most valuable features of Genesys Cloud CX are its seamless integration with various communication channels, efficient call routing and management, robust reporting and analytics capabilities, and the ability to provide personalized and exceptional customer experiences.
There are areas that require enhancement in Genesys Cloud CX. For example, users have expressed the need for better system stability and reliability, as they have encountered occasional disruptions and downtime. Additionally, users have highlighted the importance of improving the user interface to make it more intuitive and user-friendly.
Some users have also mentioned the need for enhanced reporting and analytics capabilities to gain deeper insights into customer interactions.
Furthermore, users have suggested improvements in the integration capabilities of the platform to seamlessly connect with other systems and applications.
The return on investment (ROI) from Genesys Cloud CX was positive. Users expressed satisfaction with the platform, highlighting its effectiveness in improving customer experience and increasing productivity.
They mentioned that it helped streamline operations, enhance communication, and optimize workflows. Users also appreciated the platform's scalability and flexibility, allowing them to adapt to changing business needs.
The pricing of Genesys Cloud CX is considered reasonable and competitive.
Users have mentioned that the setup cost is straightforward and hassle-free.
The primary use case of Genesys Cloud CX is to enhance customer experience and improve communication and collaboration within organizations.
Users have mentioned that it is used for managing customer interactions, providing customer support, and facilitating seamless communication across various channels.
Additionally, it is utilized for workforce management, analytics, and reporting purposes.
The customer service and support of Genesys Cloud CX have been highly praised.
Users have expressed satisfaction with the assistance provided by the company, highlighting their promptness and effectiveness in resolving issues.
The support team is described as knowledgeable, friendly, and responsive, ensuring a positive experience for customers.
Some users reported spending three months on deployment and an additional week on setup, while others mentioned needing a week for both deployment and setup.
It is important to consider the context in which these terms are used to accurately evaluate the timeframes.
Genesys Cloud CX is highly regarded for its ability to easily adapt and expand according to business needs.
Users have praised its flexibility and seamless integration with existing systems, allowing for efficient scaling without disruptions.
The solution's scalability is seen as a major strength, enabling businesses to effectively handle increased workloads and accommodate growth.
Genesys Cloud CX is highly reliable and dependable.
Users have expressed satisfaction with its stability and have not reported any issues or concerns regarding its performance.
With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.
Genesys Cloud CX was previously known as Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud.
1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox