Overall Satisfaction with Genesys Cloud CX
We use Genesys on our call center operation it has been helpful from the workforce standpoint as we make forecasting and KPI tracking in real-time and for planning. The scheduling feature helps us with the agents in terms of better follow thru with the planning and adapting to the behavior from the interval, day, etc.
- Forecasting
- Intraday
- Queue performance
- API Connectivity
- Scheduling automatic assignment of breaks and lunch, consistently.
- Customize reports
- Provide details as in who change what and when. (changes log)
- Customer service and resolutions
- Outbound dialing
- Workforce predictive analysis
- Inbound segmentations.
- It has helped us to consolidate business solutions.
- Scalability
Poorly. Not all answers are provided.
Quick example API guidance was not completed and had to take several backs and for with care to find the issue and turned out that the documentation was incomplete.
Quick example API guidance was not completed and had to take several backs and for with care to find the issue and turned out that the documentation was incomplete.
The process was divided by the department and each head of the department took on their respective assignments. We met with Genesys SME for the implementation of the different features.
After the initial walk thru everything can be replicated as needed.
After the initial walk thru everything can be replicated as needed.
The up-side is that genesys has the phone system as well shorting the communication gap.
Down side Teleopti had predictive and easier forcasting. Also the ability to know previous changes and who process them.
Down side Teleopti had predictive and easier forcasting. Also the ability to know previous changes and who process them.
Do you think Genesys Cloud CX delivers good value for the price?
Not sure
Are you happy with Genesys Cloud CX's feature set?
No
Did Genesys Cloud CX live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Genesys Cloud CX go as expected?
Yes
Would you buy Genesys Cloud CX again?
No
Genesys Cloud CX Feature Ratings
Using Genesys Cloud CX
400 - Call Center. Dialer management. Workforce.
- Inbound calls
- Outbound calls
- Predictive dialing
- AutoDialer
- Manual Touch mode
Evaluating Genesys Cloud CX and Competitors
Yes - Five9
- Prior Experience with the Product
Issues and areas of opportunity from Five9
I would check reputation and support groups.
Genesys Cloud CX Implementation
- Implemented in-house
Yes - Phone and systems.
Conecting with BYOC.
User creation and testing.
Routing and profiling.
Conecting with BYOC.
User creation and testing.
Routing and profiling.
- Manual labor to re-do
Genesys Cloud CX Support
Pros | Cons |
---|---|
Kept well informed | Slow Resolution Poor followup Less knowledgeable Problems left unsolved Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care Slow Initial Response |
I believe we do, so we could get better and faster response.
Using Genesys Cloud CX
Pros | Cons |
---|---|
Easy to use Technical support not required Feel confident using | Not well integrated Inconsistent Cumbersome |
- Review the agent schedule
- outbound
Yes, but I don't use it