Great CCAAS solution that works great
March 16, 2023
Great CCAAS solution that works great
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Genesys Cloud CX is used as the primary contact center solution for call routing and self service. Also used for monitoring throughout the day and also as WFM and reporting solution. The problems it solved for us was the fact it gave us flexibility to expand at will without having to add more infrastructure. Also we were spending lot of time trying to upgrade the older system every few months. Also now we can have agents anywhere we want.
- SelfService
- Call Routing
- Recordings
- WFM
- Analytics
- Own Bots. Bot flows need a lift
- productivity has increased as its easy to use interface
- We were able to use NLU with Genesys as our previous system did not have that
- saved money/time spent of upgrades
We do not use Genesys Knowledge Management
With easy to use interface we are able to better manage the system. We were slow in migration for our own reason but it was a smooth process providing our callers/customers NLU capabilities which we did not have before. Also selfservice capabilities were expanded. We were also able to streamline in process of implementing channels like Email, Chat, SMS etc.
Genesys fit our needs better and based on review had a better support than other two products. Cost was also one of the factors.
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