Genesys Cloud CX review
Updated August 01, 2023
Genesys Cloud CX review
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Contact center supports In-N-Out d/outbound calls. Chats, emails and text message. Helps tie a metric to each agent and helps keep track of at home staff.
- Updated often
- Call monitoring
- Performance
- WFM
- Scheduling updates
- Forecast
- At home work environment
- Live monitoring
- Quality
We have not been able to use this yet
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?
I wasn't involved with the selection/purchase process
Did implementation of Genesys Cloud CX go as expected?
No
Would you buy Genesys Cloud CX again?
Yes
Genesys Cloud CX Feature Ratings
Using Genesys Cloud CX
300 - EDUCATION SALES
COLLEGE SUPPORT AND EDUCATION
BACK UP CARE BENEFITS
RETURN TO WORK BENEFITS
COLLEGE SUPPORT AND EDUCATION
BACK UP CARE BENEFITS
RETURN TO WORK BENEFITS
WFM team
reporting team
Telecom team
reporting team
Telecom team
- cloud based calls
- screen capture and call recording
- metric monitoring
- Service level reporting
- Screen capture to help with call monitoring
- use for remote agents
- reporting to stakeholders
- AI
- Speech to text
- Agent assist
Evaluating Genesys Cloud CX and Competitors
- Integration with Other Systems
- Ease of Use
Integration with our other systems.
I was not involved in the initial process.