Reviewed and experienced multiple CCaaS Platforms.
June 22, 2023

Reviewed and experienced multiple CCaaS Platforms.

Stamatios Papadatos | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

Used for inbound customer services and outbound dialer campaigns related to collections and sales.

Pros

  • Inbound virtual call routing.
  • Skills-based routing.
  • Virtual hold callbacks.

Cons

  • More flexibility for varying user licenses based on business need by dept.
  • Monitoring edge devices at the device level for utilization challenges.
  • First call resolution improves through targetted skills-based routing.
  • Reduced capital spend.
Using third-party partners for BOT CCAI.
Improved flexibility with a more personalized front-end customer user experience.
Genesys is more flexible routing capabilities.

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?

Yes

Would you buy Genesys Cloud CX again?

Yes

Great inbound skills-based routing capabilities and outbound dialer campaign management and virtual hold.

Genesys Cloud CX Feature Ratings

7.8
Agent dashboard
6
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
8
Predictive dialing
8
Interactive voice response
9
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
8
CRM software integration
8
7.8
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
8
Call analytics
Not Rated
Historical reporting
7
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

3500
6 - Cal flow developers User Management Troubleshooting support.
  • Inbound calls.
  • Outbound calls.
  • Callbacks
  • Self-service.
  • Messaging
  • SMS messaging.
  • Agent assist.
We are happy with it as long as it brings value.

Evaluating Genesys Cloud CX and Competitors

Yes - ASPECT UIP.
  • Cloud Solutions
Lower cost support model.
Not necessary.

Genesys Cloud CX Implementation

Some inconsistencies with the development of call flows from GSI.
  • Third-party professional services
Yes - 3.5 years.
Change management was a minor issue with the implementation - Establishment of standards is important for developers for consistency.
  • Dtmf time-out issues with long accounts for self-services.

Genesys Cloud CX Support

Typically they ask basic questions we have already triaged delaying support.
ProsCons
None
None
No. We have partner Cognizant whoever is supposed to help with support.
Yes - Eventually.
When account team gets involved.

Using Genesys Cloud CX

Very useable.
ProsCons
None
None
  • Dialer campaigns.
  • Architect flow development.
  • Different software tiers like communicating require separate org.

Comments

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