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

Use Cases and Deployment Scope

We're currently using Genesys Cloud CX to provide contact center capabilities to our business activities, providing resilient call flows and a robust system for agents and supervisors to perform their daily activities. With the recent implementation of this solution we expect to have better quality overall on our services and be able to provide our customers the perfect experience through the system.

Pros and Cons

Easy to use interface for admins, supervisors and agents
One interface for all needed tools, views and capabilities
No additional software needs to be installed
Easy provisioning for new agents or supervisors.

Export reports customization (company logo, flexibility to modify data)
"Not responding" status feature should be available to be abled / disabled at will
Improvement with external contacts (by division, by queue)

Return on Investment

Cost saving from on-prem systems with physical hardware
ease to enroll new agents and services, reducing administrator time

CX Automation Performance

In-platform help and direct access to Resource Center has helped us administrators to provide basic knowled to our agents and supervisors and allowed us to let them deep dive on those articles so they can discover those features that are already there that could help improve their daily tasks.

Migration Experience

Migration process was quite smooth overall once the new environment was ready to go live. In our case we had some struggle adapting our existing call flows from PureConnect to the new Architect system but in the end, and with Genesys Cloud CX involvement everything transitioned to the new environment with only a few minor issues.

Key Insights

Do you think Genesys Cloud CX delivers good value for the price?

Not sure

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?

Yes

Would you buy Genesys Cloud CX again?

Yes

Likelihood to Recommend

Doesn't matter if it's a simple call flow or a complicated one, Genesys Cloud CX has adapted our needs. It's well suited for customer services where a single supervisor can easily see real time data about all interactions, monitor agent statuses and perform any change in a matter of seconds with all tools in a single view.

Robust product with some room for improvements

Overall Satisfaction with Genesys Cloud CX