A little about Genesys Cloud CX
November 23, 2022
A little about Genesys Cloud CX
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
In our company, we have several customers who use Genesys Cloud CX as their communication tool, always fulfilling their obligations as a dialer and the like. Always very easy to observe any problem and easy to solve. We can easily configure an ura or even create a flow of the zero with a very intuitive process. Because it is a consolidated tool, there are not many new unknown errors, which makes the service for support much more agile and effective. Genesys Cloud CX can be easy to use both on the part of the agent and on the part of the supervisors and admins of the tool.
Pros
- Editing and creating ura flow
- Easy understanding for the agent
- Very stable tool and no new errors
Cons
- ACW time on operator screen
- Architect
- Webrtc
- Queue flows
- Low license cost
- Agile support
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
Genesys Cloud CX Feature Ratings
Using Genesys Cloud CX
300 - Ranging from local agents to supervisors using.
3 - Genesys Cloud CX's differential is that it is very intuitive, so we have quality analysts who are dedicated to cloud service.
- The queue supervision part
- Easy visualization of interactions
- Easy flow creation
- In our company we only use the standard tools
- With the home office, the use of the cloud has increased a lot in our company
Evaluating Genesys Cloud CX and Competitors
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
I wouldn't change anything.
Genesys Cloud CX Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
being a very large company that serves many large customers, we need more than just our internal support, we have incidents that we have to take to product support.
I already had cases of errors that recurred after local maintenance, such as the ACW time, we resolved it in loco, but it soon reoccurred, until an update came to the product after opening a call and the problem was solved.
Using Genesys Cloud CX
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
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