Genesys Cloud CX Review
April 01, 2023
Genesys Cloud CX Review
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We recently moved to Genesys Cloud CX, specifically using the Contact Center CX2. The move to the cloud was very smooth. We managed to roll out phase by phase without any downtime. In general, users notice the change with more powerful functionalities and a very good and intuitive interface. The use of this new tool enabled us with news channels and gave us the possibility to provide new services in general.
- Very good interface
- Changes done internally instead of being dependent of a provider
- Quality metrics
- Email handle and management
- Strictly separate areas (if e.g. provide a new service for a different client)
- Reduce AHT
- Increase employee engagement
- Possibility to provide more services
It was very easy and intuitive to support a role of self-manage service. With the beyond training, it was possible to reduce SLAs and response times with a very small team of experts. The true key value is to be independent of any service provider (reducing a role flow of support).
Regarding migration it was very smooth, scalability depends only on our demands. Regarding user experience, it was very good and all users showed us a high engagement rate.
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?
Yes
Would you buy Genesys Cloud CX again?
Yes