Genesys - In the beginning, there were the heavens and the earth, then we started communicating.
March 29, 2023
Genesys - In the beginning, there were the heavens and the earth, then we started communicating.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Genesys is the tool we use in the call center to accept and process calls. We also use it to contact Guests. It has been part of the contract to add email and chat, but Genesys has been unable to configure things to make it work.
- The "whisper."
- Pull up repeat customer call info.
- Conference
- A simpler, more intuitive interface would be nice.
- obvious volume buttons for the user.
- Pulse reporting could be improved - currently, we do not have a high level of confidence in the data.
- Having Guest information at our fingertips is helpful.
- Home network connections and dropped calls can present challenges.
- It is helpful when a call comes in from outside the USA when the whisper tells us the call's origin.
We are looking forward to the enhancements that we were promised in our contract. The contract is up this year, so we hope the next contract will bring chat and email.
I am not well-versed in the data migration process. I just know that it has worked.
We are still using Zendesk since Genesys has not yet been able to make the chat function or integrate it with our system. We are hopeful that it will work soon.
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?
I wasn't involved with the implementation phase
Would you buy Genesys Cloud CX again?
Yes