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Review.
Updated August 01, 2023

Review.

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

Use it for all voice and digital interactions, used across the enterprise and now smaller agency offices across the country. Slowly integrating through the use of API with other systems (i.e., ServiceNow, Salesforce), which helps to have all information in one place for reps.
  • Uptime
  • Scalability
  • Use of new technology (i.e., AI).
  • More detailed information on functions available and how they work.
  • Perhaps integrate ChatGPT into the Knowledge Network.
  • Better support across Genesys teams when issues occur and tickets open.
  • Reduced points of failure.
  • Simplifying support.
Helps reduced contacts which frees up time for reps and other users.
Not involved with that part of the migration.
I was not involved with the selection.

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?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

Well suited because it is an all-in-one solution where we can put the entire enterprise on the system. Previously we had about four different phone systems. Another thing is how well it integrates with other systems/services.

Genesys Cloud CX Feature Ratings

9.0
Agent dashboard
8
Warm transfer
10
Predictive dialing
10
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
7
Multichannel integration
9
CRM software integration
10
8.7
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
8
Historical reporting
8
Live reporting
9
Customer surveys
8
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

A high percentage are contact center users (call, email, chat, fax and SMS) and agency office staff (call and fax) for inbound and outbound interactions. We are slowly converting business users over to Genesys Cloud so the entire enterprise will be on one platform eliminating four+ telecom vendors previously being used.
Of course understanding how Genesys Cloud works and what it is capable of since it helps troubleshoot or train users. But also having an understanding of the users job functions/environment such as agency office, contact center or business user which again helps with the troubleshooting and training portions of support.
  • Genesys Voice Services
  • Genesys Email Routing
  • Genesys CRM Collaboration
  • Still to early and still in a deployment phase for agency offices.
  • More use of chat/chatbot
  • New routing techniques
Things are still being worked out.