Call Center By Morning
October 07, 2022

Call Center By Morning

Clayton Bevan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud CX primarily for voice call routing, IVR and workforce management. We use integrations with both our own systems and with ZenDesk. Genesys Cloud CX acts as our main customer portal and after going through the IVR, callers are routed to either our internal call center agents or to one of our partners that sit around the world.

Pros

  • Call Quality
  • Reliability
  • Simple to Administer
  • Call Routing

Cons

  • Create custom reports
  • Mobile phone compatible WebUI
  • Expanded support to modify call center objects in bulk
  • Cloud based
  • scalable automatically
  • rock solid performance and call quality
  • Significantly cheaper than on premise
  • Administered by 1 person instead of 3
  • Reduced hold time by customers routing correctly
None of the others considered had the full rounded feature sets that Genesys Cloud CX does and/or were a much higher price point.

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

With Genesys Cloud CX monitoring of on premise services/infrastructure is no longer needed. Moving agents from in office to at home for Covid was effortless Modifying callflows on the fly is definitely a plus Importing lists of new agents to create is quick and easy, but there is not a way to just copy the settings of one agent to a different one. Customized reports are not available out of the box

Genesys Cloud CX Feature Ratings

8.9
Agent dashboard
7
Validate callers
9
Outbound response
Not Rated
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
8
REST APIs
10
Call scripts
7
Call tracking
9
Multichannel integration
Not Rated
CRM software integration
Not Rated
9.7
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

180 - Customer service agents and Sales
1 - Genesys Admin Experience
TCP/IP Networking
Programming experience a plus
  • Reliable: Calls cannot be dropped
  • Scalability: Incoming calls can go up exponentially overnight without warning
  • Call statistics and forecasting must be accurate for workforce management
  • Customer driven router based on agent presence, queue conditions and skilling
  • AI for automated claims processing
  • Automatic vendor reports
No reason to change, happy with Genesys Cloud CX. The vetting process to switch a vendor like this is 9 to 12 months long so the decision to switch to Genesys Cloud CX was not done lightly.

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