Genesys Cloud CX for IVR is a Win
February 14, 2023
Genesys Cloud CX for IVR is a Win
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We use Genesys Cloud for our IVR portion of our incoming calls.
- Inbound call inflows - easy to build and understand
- Data tables - allows for flexible configurable experiences
- Genesys provides an unending amount of documentation that is up to date and relevant.
- An excellent user community that has a vast variety of topics discussed and experienced users to provide direction, along with Genesys and partner engineers.
- Sorting/ordering different elements within their CX UI
- Version control and organization could be improved to allow for archiving of old flows
- Flow portability could be improved for managing flows across environments/orgs
- Allowing for sticky notes for commenting flows, menus, reusable tasks, etc...
- Cost savings
- Improved caller experience
- Speed to implement and add enhancements, changes, fixes, etc...
We do not currently use the knowledge management feature. We only are using the IVR (flows) of Genesys Cloud CX
Our migration went very smoothly. The multiple internal team involved all rallied together to make our project a success. The caller experience, ease of use from an admin perspective, as well as easy development have all been a win for us.
This was a first cloud implementation and it has been very successful.
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