Genesys Cloud CX, a WFM leader's perspective.
June 21, 2023
Genesys Cloud CX, a WFM leader's perspective.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
I use Genesys Cloud CX in my organization for Workforce Management, Reporting, and Analytics. The business problem the product addresses is the unilateral ease of reporting and queue monitoring across different levels of the organization. The ease of use for the end users (Agents) is also another business problem the product addresses.
- Agent UI.
- Real-time Analytics.
- Frequent improvements and enhancements are driven by user feedback.
- Historical Reporting where the data is across multiple queues or agents/leader groups.
- It improved WFM Reporting Capability to monitor multiple agents with relative ease.
- Agent/Queue Monitoring.
- Real-time Reporting.
I'm unsure if we are using this feature.
From my perspective, this is very easy to use.
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