Great system for managing contact center environment
Updated December 14, 2022
Great system for managing contact center environment
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We use it for our Admissions, Promotions and Business Office. Before Genesys, we had no measurable way to track productivity or measure quality assurance. Genesys has helped us measure and implement both of these features. It has improved our efficiency and our productivity. Additionally it has added much more robust reporting capabilities we didn't have before, especially with its integration into Salesforce, and use of dashboards for real-time reporting.
- Reporting.
- Quality management.
- Agentless campaign.
- Integrations
- Architect.
- More customization with phone settings.
- Utilization settings.
- Reporting.
- Queue management.
- Quality management.
- Improved processes.
- Actionable data for training, etc.
- Improved efficiency by utilizing agentless campaigns for outbound.
We are currently looking at Automated payments solutions and bots to verify a customer.
Our migration has been in phases, We currrently have Avaya, and are slowly transferred over to Genesys as it is critical we have proper training for those migrating.
Do you think Genesys Cloud CX delivers good value for the price?
Yes
Are you happy with Genesys Cloud CX's feature set?
Yes
Did Genesys Cloud CX live up to sales and marketing promises?
Yes
Did implementation of Genesys Cloud CX go as expected?
Yes
Would you buy Genesys Cloud CX again?
Yes