Easy to get started yet scalable, expandable, and dependable.
October 08, 2022
Easy to get started yet scalable, expandable, and dependable.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Our contact center revolves around Genesys Cloud, from managing scheduling, handling interactions, powering our automated self-service tools, sequencing our offline interactions, and more. We upgraded to Cloud from PureConnect with a desire to simplify the agent workflow using the web-based tools offered and take more control over the platform to enable continuous improvement with our self-service IVRs. Genesys cloud has helped us realize that goal, with a significantly streamlined agent experience going from about five windows open down to 2, and with IVRs that now are industry-leading with predictive intelligence as to why the caller is contacting us.
- Intuitive UI for all user types.
- Flexible and highly capable Architect system.
- Top-notch documentation and guides.
- Well thought-out API and high quality Marketplace integrations.
- Low & Medium priority tickets getting quality attention and timely resolution (high priority ones we are satisfied with).
- Implementing quality of life improvements from highly rated Ideas.
- IVR & ACD
- Multi-modality unified messaging including offline work.
- Allows our agents to hit the ground running rather than needing to spend significant time mastering the platform.
- Gamification has reduced handle times and increased agent satisfaction.
- Greater agent efficiencies in working with the platform has increased productivity.
- Enabled taking on more basic administrative tasks internally and shifting spending with development partners to larger strategic investments.
The Genesys Cloud platform is tightly knit in a consistent and easy-to-use UI, whereas others were often bolted together products that had been acquired, resulting in UI inconsistencies and limitations of data sharing. The AppFoundry capabilities enable the benefits of adding on more tools that still stick inside the Genesys window, which is a leg up on desktop-based applications.
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