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

Use Cases and Deployment Scope

Managing customer interactions across multiple channels, improving agent productivity and efficiency and providing a more personalized and seamless customer experience. The platform allows organizations to consolidate their customer interactions in one place, which helps to reduce costs and improve efficiency.

Pros and Cons

Managing customer interactions.
Workforce management.

Bugs
Exporting canned responses.
Importing canned responses.

Return on Investment

Cost savings.
Increase in productivity.
We have increased employee engagement.

CX Automation Performance

By providing a centralized repository of information and making it easily accessible to customers, knowledge management systems can help to reduce the need for human intervention and support automation and self-service.

Migration Experience

I was not a part of the integration of Genesys so I can't speak on that, but its scalability is vast, and its ease of use is matched with its resource center and step-by-step assistance with support.

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?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

Likelihood to Recommend

The platform allows agents to handle customer inquiries and requests from a single interface, which helps to improve response times and overall customer satisfaction. Genesys Cloud CX may be too complex and costly for small organizations with limited resources.

Transforming Customer Experience with Genesys Cloud CX.

Overall Satisfaction with Genesys Cloud CX