User
March 29, 2023
User
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Main ACD for routing calls. We have IVR, WFM, QM, and Outbound DIaler modules.
Pros
- Call Routing.
- Outbound Dialer.
- Callbacks.
Cons
- Reporting.
- WFM Adherence.
- Added multimedia we were not doing.
- Allowed telecommute staff.
- Reporting is terrible, and metrics are hard to gage.
We don't perform too many changes to our automation. It is difficult to update routing.
It did not change the experience of our customers for voice too much. We added a callback which is used. The game changer for us was the introduction of Chat.
Genesys is more stable, and support is better.
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
Genesys Cloud CX Feature Ratings
Using Genesys Cloud CX
120 - Customer Care, Field Services
4 - Telecom, application Administration, development, SQL queries
- Customer interaction
- Automated data queries
- Reporting
- Offer Callback
- Reports for Outside Agency surveys
- Chat
- Expand callback
- Implement 2 way SMS
- Integrate with HR System (Workday)
Comments
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