Call Center Manager Perspective.
June 21, 2023
Call Center Manager Perspective.
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We use Genesys for inbound calls from guests and to contact other departments. We use it to manage KPIs and QAs. Genesys provides us with reporting so we can analyze data with our booking data. It is very user-friendly for our agents & operators. For management, it is more challenging to build reporting and find easier ways to integrate it into Excel. I wish support was more accessible and had a sense of urgency. Having resources in other countries makes this challenging. We feel we need to be more of our own advocate in troubleshooting which takes time away from running our Call Center.
- Agent Friendly.
- Sound quality.
- Some reports.
- Building users.
- Support
- Sense of urgency.
- Really listening to customer needs.
- Having to refresh frequently on the agent level.
Very different. Agent experiences better. Management reporting and managing Teams are more difficult. Chat is great.
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?
No
Did implementation of Genesys Cloud CX go as expected?
No
Would you buy Genesys Cloud CX again?
No