Great system for managing contact center environment
Updated November 22, 2024

Great system for managing contact center environment

Andrew Saltonstall | TrustRadius Reviewer
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.

Pros

  • Reporting.
  • Quality management.
  • Agentless campaign.
  • Integrations

Cons

  • 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.
None

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

Genesys cloud is very well suited for a multi menu IVR with agents waiting in queue to take calls. Features such as Agentless campaigns, Callback options, and SMS campaigns make it useful in a Contact center environment. It's less than ideal for someone who wants to use it as just a non-ACD phone.

Genesys Cloud CX Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

300 - Contact center, Business office, Admissions, and Promotions all use Genesys for varying reasons. We utilize all channels of communication to reach customers, current students and prospective students.
2 - The types of people required to support need a good understanding of call routing, to include ACD, email, chat and SMS routing. Programming knowledge is helpful but not required to be able to use Architect for Genesys to be able to create the various flows for your organization. Also a good understanding of Contact center operations is helpful.
  • Contact Center for Our Publishing company
  • Supports our Admissions Dept for our College
  • Supports scheduling and routing for out Promotions Dept
  • Alternative to our Legacy PBX
  • AI enhancements
  • Copilot for agent training and assistance
It has proven itself to be a robust system capable of meeting the demands of our unique organization.

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