A breath of fresh air vs historical telephony systems
Updated December 05, 2022

A breath of fresh air vs historical telephony systems

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

The Genesys CX system was used as a replacement for an historical VoIP service that we had many agent issues with, notably home working staff. Since changing over to the cloud offering, the number of IT tickets raised against our telephony systems has decreased by over 90%. The handling of sub-par and unreliable internet connections is dealt with well by the Genesys system whereby our abandonment rate for calls has seen a significant dip to our customers benefit. The product offers a wealth of options to expand and improve our customer journey, with a discovery piece now being in place to leverage more tools such as webchat, bots and email integration.

Pros

  • Handling of sub-par internet connections in calls
  • Easy to use GUI
  • Wealth of third party tools in the App Foundry
  • Comprehensive support documentation

Cons

  • Workforce management tools need improving
  • Easier access to test and try App Foundry tools
  • More advertisement on GUI changes
  • Intelligent skills based routing
  • Extensive MI
  • App Foundry integrations
  • Better call retention
  • Less wait times due to better agent call handling
  • Unparalleled uptime of service
The reliability and useability of the service is a market leader. Whereas with other systems, our agents have had to deal with separate SIP phone applications and a lack of oversight on their own calls coming in, the Genesys platform has offered a great single pane of glass. Also the mobile phone application offered has allowed us to diversify our contact centre offerings based on the location and use case the agents in our business require.

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?

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?

Yes

- Dealing with lack luster internet connections whilst an agent is on a call
- Significant gains in MI reporting
- Great oversight on agent behaviours and after call work interaction
- Improved (over historic telephony systems) view on the customers call journey, from queue time to wrap
- Excellent dashboard configuration tools with easy to use design functions

Genesys Cloud CX Feature Ratings

7.6
Agent dashboard
8
Validate callers
7
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
Not Rated
Warm transfer
8
Predictive dialing
8
Interactive voice response
Not Rated
REST APIs
7
Call scripts
7
Call tracking
8
Multichannel integration
8
CRM software integration
7
8.5
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
8
Call analytics
8
Historical reporting
9
Live reporting
9
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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