Fantastic Omni-Channel Contact Centre Solution
December 14, 2022
Fantastic Omni-Channel Contact Centre Solution
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
While we initially implemented Genesys Cloud for our IT Service Desk team, we've not also rolled it out to several teams across our organisation with much success. While it's primarily used for incoming and outgoing voice calls, our IT Service Desk also uses it to receive tickets from ServiceNow and customer Chats. We've also implemented a chatbot for the IT Service Desk team so customers can self-help first, then go through to an agent if required. Additionally, our IT Service Desk is also trialling Genesys's built-in Gamification platform. Coming from nGUVU, it was an easy adjustment and we've found that having the features baked into the platform instead of adjacent to it provides our agents with a much better user experience. Several teams across the organisation are also using the Workforce management features, which has been very successful.
- Customer Interactions
- Agent Monitoring
- User Experience
- Workforce Management
- Gamification
- Learning Modules, specifically stats around how each question was answered and telling agents what the correct answer is if they answer incorrectly
- Multi-channel customer engagement
- Agent engagement, coaching and monitoring
- Workforce management
- Reduced call wait times by offering alternative ways to reach our teams
- Introduced the option to self-help without the need to speak to an agent
- Negate repetitive calls by introducing Messages of the Day when required
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?
I wasn't involved with the implementation phase
Would you buy Genesys Cloud CX again?
Yes