Genesys Cloud CX Reviews, Competitors and Pricing

reviewer2315763

Product Manager at a computer software company with 5,001-10,000 employees

Dec 4, 2023

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An omnichannel solution that helps with workforce management and quality assessments for recordings

Pros and Cons

"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

What is our primary use case?

We use the solution for workforce management and quality assessments for recordings.

What is most valuable?

The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal.

What needs improvement?

The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies.

For how long have I used the solution?

I have been using Genesys Cloud CX for twelve years.

Buyer's Guide

Genesys Cloud CX

March 2024

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What do I think about the stability of the solution?

I rate the solution's stability a ten out of ten, with a 100 percent uptime in all regions within the cloud for the last year.

What do I think about the scalability of the solution?

The tool's scalability is phenomenal.

How are customer service and support?

In the South African region, customer service response time may be influenced by the small percentage of customers, leading to longer wait times for change requirements.

How would you rate customer service and support?

Positive

How was the initial setup?

Setup is straightforward with a rapid deployment methodology, but customization can add complexity.

What's my experience with pricing, setup cost, and licensing?

I rate Genesys Cloud CX's pricing a one out of ten.

What other advice do I have?

I rate the tool an eight out of ten.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Amazon Web Services (AWS)

Disclosure: My company has a business relationship with this vendor other than being a customer: Reseller

Last updated: Dec 4, 2023