Item: Genesys Cloud CX
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Our company uses Genesys Cloud CX as our main source of calling clients and potential clients. We are 100% phone sales so it's imperative to our daily functions. Genesys Cloud CX helps us every single day. Not only does it allow us to call, but it also keeps track of how many calls we make daily, on a team, company and individual level. It's a power house for everything from talk time, to average hold time, to how many inbound calls vs out bound calls that we have as a call center. It is our business! It's use interface is extremely user friendly and they are consistently making changes to make it even better!

Pros and Cons

Auto-Dial - outbound dialing 1000's of calls daily
Tracks over 50 different statistics (calls, transfers, hold time, talk time, etc)
Transcripts - gives you transcripts on calls to easily read - and provides feedback like "empathy on call"
Export Data - easily download the data that it tracks

Connection time when connecting an outbound call to a customer - typically a 3-5 second lag (employee doesn't hear client say Hello the first time)
Lots of errors that pop up daily - which don't effect business or calls, but are rather distracting.

Most Important Features

Calls
Stats
Reporting

Return on Investment

Key Insights

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

Likelihood to Recommend

Genesys Cloud CX is great for so many reasons! It's a power house for getting business done. The company I am at uses it daily... we are a call center that makes thousands of calls a day. Genesys Cloud CX not only dials those calls for us, but it also tracks every thing as well - which is easily able to be exported for reports. There are so many things you can track - over 50 different categories like talk time, hold time, conversion, etc... Genesys Cloud CX helps all our employees work remotely on the web based dialer, which has allowed us to hire all over the states! The Genesys Cloud CX team is continuously making updates to ensure that it's extremely user friendly! Overall it's a great product for our business.

Genesys Cloud CX = Power House!

Overall Satisfaction with Genesys Cloud CX