Loud and proud to have Genesys Cloud CX
June 22, 2023
Loud and proud to have Genesys Cloud CX
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Genesys Cloud CX is our primary contact center platform, globally. We are still in the process of migrating internationally, but North America fully uses Genesys Cloud CX. It solutions speed-to-answer, versatility, and keeping up with the ever-changing experience economy. My department utilizes all interaction types, gamification, and I am looking forward to exploring bots and the knowledge base.
Pros
- Access to data
- Easy UI
- Broad functionality
Cons
- The out-of-box reports are lacking. I would like to see more graphical historical reporting.
- The gamification function is great, but still new. There needs to be more customization.
- I would like Genesys Cloud CX to tell me/show me areas our queues or workgroups can improve. What is the health of my queues without me having to look for or interpret.
- Positive impact on Customer experience, specifically with emails
- Positive impact on employee experience, they like it
This is something I am starting to explore now. Have not implemented yet.
Have not implemented.
It's not even a fair comparison. Avaya doesn't even come close to the functionality, live data, and usability of Genesys Cloud CX.
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
Comments
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