Item: Genesys Cloud CX
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Use GGloud for Contact Center Routing, and Issues would be related to Agent Login/Routing issues/No Queue showing reporting reports/Call disconnections/Even use WEM for Workforce management and take/look at user schedules and Call back as well. Overall we use G cloud for complete Contact Center Operations and Routing logic.

Pros and Cons

Routing Is very easy create and use.
Reporting views are up to mark what Super visors are looking.
Work Force Management is very good and easy to navigate using WEM.
API Integration.

Reporting Templates which does have some analytics can be improved.
CRM/SalesForce Integrations should be authenticated more precisely rather than just a single token.
OutBound Dialing has got many options to choose which is more confusing.

Return on Investment

We got positive feedback on Recording.
IVR user and prompts take over all important path in Routing side.
Historical Analytics are good to view.

CX Automation Performance

Getting the Right information on the IVR front using Custom build IVR Flows using Prompts .. it is very easy to build any prompts as we have text-to-speech conversations which make the Routing flow very meaning full and easy to understand for Clients. We do use DTMF options which are very seamless.

Migration Experience

Yes, there are many APIs we could use to update our OLD data or Contact Center information to Genesys G cloud, we used to lift and shift Data by creating our own API, which does back up our Contact Center Data. We will those information to Cloud. APIs Integration is seamless and good to use in the G cloud only thing is we need to know what information we need to put in the G cloud.

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

Other Software Used

AspDotNetStorefront, IBM Db2 Big SQL, Avaya Experience Platform

Likelihood to Recommend

Using Architect views for G cloud for complete Contact Center Operations and Routing logics and easy deployment with other User-Friendly Interface Easy API Integration with less Authentication Work force management reporting Templates which do have some analytics can be viewed OutBound Dialing has got many options to choose from. Most of the work is done on the IVR partition itself.

Genesys Cloud CX Integration.

Overall Satisfaction with Genesys Cloud CX