Industry leading, cutting edge solution with lots of potential.
June 21, 2023
Industry leading, cutting edge solution with lots of potential.
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Genesys Cloud CX is used in our customer care center by approximately 300 agents who support our members with their health insurance needs. Specifically, it has helped us move away from risky technical debt and adopt a cloud adoption strategy so that we remain agile in our very competitive industry.
- Forwarding thinking.
- Customer relationship management.
- Uses cutting-edge technology.
- Station-level recording, including internal calls!
- Customer support thoroughness.
- More detailed call logs are available to customer staff for troubleshooting.
- Automatically enabled network and console logging.
- Call center flexibility.
- Customer experience.
- Business continuity.
I have no experience with the self-service channels and automation capabilities of Genesys.
Our migration to Genesys cloud from the on-premise call center was very challenging, but mostly due to legacy business processes that were inflexible.
- Broadcom OneConnect, Avaya Aura, Avaya Communications API, Cisco 1000 Series Aggregation Services Routers (ASR 1000), Microsoft Teams and Cisco Webex DX80
Comparable.
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