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New transitioning customer with Interactive Intelligence
March 28, 2023

New transitioning customer with Interactive Intelligence

Don Chadwell | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

Its our current contact center solution Interactive Intelligence CIC
  • Productivity and performance increases
  • Real-time monitoring great for maintaining SLA's
Our IVR solutions makes transition of account data automation to the user seemless
Currently using Interaction Intelligence in the process of migrating to the cloud solution
Though acquisition of Interactive Intelligence

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?

I wasn't involved with the selection/purchase process

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

Currently use Interactive Intelligence CIC of contact center solution. Reports and real-time status is outstanding. Skills based routing is simple to implement. Very versatile

Genesys Cloud CX Feature Ratings

8.4
Agent dashboard
9
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
8
Click-to-call (CTC)
Not Rated
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
8
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
Not Rated
8.9
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
9
Call analytics
8
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated