Free's Coke Review.
June 21, 2023
Free's Coke Review.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Voice and screen recordings on 100% of calls.
- Captures all voice interactions.
- Breaks down the interactions into segments.
- Shows us the screen recordings after the call has ended if the agents didn't disconnect.
- The graph at the bottom of the interaction screen isn't the most user-friendly.
- wish it could record what an agent is doing when the call comes in before they accept it.
- Show the voice/screen recording on other screens.
- Service level increased with more advanced knowledge of what our agents are doing.
- Increased productivity.
- Enhanced IVR.
Need more info on this. Interested in introducing BOTS?
We aren't taking advantage of it yet, but looking to in the future.
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