Review from a newer user.
June 21, 2023
Review from a newer user.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Direct Employee Support and customer support. I really appreciate the speech analytics options and caller sentiment score.
- Voice Recordings.
- Reporting
- WFM
- Transcription of calls - some of the text is fun to read but difficult to find when there's an issue.
- The callback functionality can be improved.
- Call connectivity from agents at home.
- WFM is useful in that it allows us to forecast for heavy times.
KCS is a key component of a successful IT Call center. Knowledge Management is a pivotal factor in FCR.
Not currently using it.
Genesys is really just fantastic.
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?
I wasn't involved with the implementation phase
Would you buy Genesys Cloud CX again?
Yes