Item: Genesys Cloud CX
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Genesys Cloud CX to manage all our sales and service communication information, quality data, and operational data. We also use the system to forecast and schedule our workforce. The system allows us to streamline our voice, online, and webchat communication with our members while including this information in its forecasting ability We use the system data to make business decisions as well as R&R for our department staff.

Pros and Cons

Data - the system has a great range of data available for download that allows for good decision making
Routing - the system has an advanced call and communication routing system that allows us to route calls, webchat, and email
Ease of Use - our employees can access their schedules remotely and get notified of changes in real-time

Forecasting - when a forecast is updated it doesn't currently have the ability to update schedules attached to that forecast, I believe this is in the works of changing
Leave - the system doesn't have an integrated leave management system. It does have some capacity but not to the level of what we need
Reports - the off-the-shelf reports don't meet our needs and we have had to invest in getting reports made to our specifications, but well worth it

Return on Investment

Productivity has increased as we are now able to easily extract data to show performance
Real-Time Analysis and Reporting - this has allowed better coaching and better business decisions
Quality - the quality system has taken our quality standards and coaching to a whole new level
Forecasting - the forecasting tool isn't perfect but is certainly better than what we had before. The variations in data caused by Covid means we really haven't had a chance to look at the consistent year-on-year data as yet

CX Automation Performance

The biggest change for us has been the flow-out option that was offered to our customers. This has been a game changer for our consultants and our customers. We are about to go live with Web Chat which will be fantastic, we are looking for a big lift with that.

Migration Experience

We worked closely with our partner to ensure the system was configured to our needs and that the features we wanted were live on go-live day. We have continued to work with them to regularly implement other features of the system as we are able to accommodate them. We found the migration to Genesys Cloud CX quite easy with training available for our team members. We migrated in steps so that our team wasn't overwhelmed by the change and this seems to have been a great success. We have implemented features such as the outbound dialler at a date later than the initial migration date.

Alternatives Considered

TotalView

I worked in a much larger company when I used TotalView and it had been heavily customized for them (over 10 000 employees) so the comparison is a bit lopsided. I found TotalView quite intuitive but the features of Genesys Cloud CX certainly outweigh that one thing.

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

The software works really well for call routing especially if it is an easy change, these can be done by myself with minimal fuss. Where we want to attach a new voice recording or an option we need to send this off to our partner to be completed as it isn't able to be done by a "layperson" such as myself. Its scheduling capacity is improving all the time and new functions and capabilities are being added all the time which is great. We currently schedule for under 100 people and find that this system meets the majority of our needs easily.

Smaller Call Centre in Australia

Overall Satisfaction with Genesys Cloud CX