Hotline
June 22, 2023
Hotline
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We use it as a call center for The Adult Abuse and Neglect Hotline. We have 20 agents that work vary of shifts. We only in bound calls. We would like to use more applications to get to more customers.
- Agent Data
- Call Center Data
- Keep the agents communicating with each other through the genesys chat function since we all work remote
- WFM be more friendly user
- Impact productivity
- Less outages for the phone goes down
We are still learning. We are very basic right now with just taking in coming calls would like to learn more about how we can use more functions to get to more customers, make it easier on agents where they can communicate in different ways. Learn what we can do with the HIPPA information and how it is protected so we can use more AL and chatbox and SMS.
The migration was ok. Wish we had someone come to train staff directly instead of training to figure it out ourselves. Have some come in person to work with.
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?
Yes
Did implementation of Genesys Cloud CX go as expected?
Yes
Would you buy Genesys Cloud CX again?
Yes