Genesys Cloud CX
Use Cases and Deployment Scope
Genesys Cloud CX is the Core of our Telephony systems. We use it mainly for inbound calls, and have some other features such as web chat, email and outbound to a certain extent. With over 1000 different call designs, we moved from a 1-1 design to call flow to having just 1 call flow using logic and data tables to perform all permutations.
Pros
- Call Flow flexibility - with intelligent design you ca achieve a lot with the systems available.
- Constant improvements - weekly updates, new features, ideas portal all contribute to this, always striving to make the system better.
- Easy to use - easy to transition from most other systems.
- Intuitive UI - things are (generally) where you would expect them to be, and from admin to frontline users all find the system accessible.
- Excellent learning resources - with a subscription to the learning resources, there are so many courses to improve knowledge.
Cons
- High cost of AI tokens for AI features - good ROI for a smaller company, not so much with lots of users.
- Outbound functionality- improvements have been ongoing, but slow to see any real results.
- Communication of updates - Before and after screenshots and descriptions would we appreciated!
Return on Investment
- Administration - The design of our system has enabled us to managed changes with call flows and recordings so much more efficiently, not it involves updating a data table rather than changing call flows.
- stability - frontline agents have reported a much more stable platform since moving to Genesys Cloud CX, we have less errors and system issues than previous.
- Stats - It was a difficult road but now we have designs that work to provide our data teams with relevant and actionable information
Alternatives Considered
Genesys PureConnect (discontinued)
Other Software Used
Verint Knowledge Management, Microsoft Teams
