My experience so far...
June 22, 2023
My experience so far...
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We use GenCloud for all of our internal contact centers, that range anywhere from the company helpdesk to the travel department, HR, newspapers, and operators. Some of the business problems we have revolve around measuring metrics correctly for each group individually. Every group we work with needs to operate differently from any other group, so there is always new work that needs to be done in order to adjust for each group and their needs. GenCloud allows us to be very flexible in measuring analytics for each group, as well as easily tying into other applications to deliver the metrics with ease.
- Building out the flows in an architect is easy and, more importantly, easy to learn.
- Provides flexible analytics out of the box. If you need to measure some custom values then it is easily done using the tools inside of Architect. Viewing the data and scheduling reports run frequently are intuitive.
- Easy to set up multiple channels for interactions to flow through.
- Call routing to agents I think needs to be tightened up in that the back-end calculations are not very clear, and sometimes the agents will not get the calls in the order that they need to.
- No maintenance on physical servers, saving time and money there.
- Increased monthly cost per agent to move to the monthly billing model.
- Increased call handling time, which is a better customer experience.
We are not currently utilizing this in our environment, but we are planning on using it soon.
We are not using this at this time but will be soon.
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?
Yes
Would you buy Genesys Cloud CX again?
Yes