User
March 29, 2023

User

Tony Rodriguez | TrustRadius Reviewer
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.
  • Call Routing.
  • Outbound Dialer.
  • Callbacks.
  • 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

I would recommend everything except the WFM and reporting tools.

Genesys Cloud CX Feature Ratings

Agent dashboard
9
Validate callers
10
Outbound response
10
Call forwarding
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
9
REST APIs
7
Call scripts
10
Call tracking
7
Multichannel integration
9
CRM software integration
10
Inbound call routing
7
Omnichannel inbound routing
9
Recording
5
Quality management
5
Call analytics
7
Historical reporting
7
Live reporting
6
Customer surveys
10

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)
Currently looking at other solutions but continued use of Genesys is on the list