Your all-in-one solution
June 21, 2023
Your all-in-one solution
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
This product streamlines the number of different programs we used to use. For example, an agent would have to log into VPN, then open a softphone, then the ACD program, a scheduling program, etc., before they could finally get logged in. Not only did that slow things down, but it was a big hassle for the agent. Now, with Genesys Cloud CX, the agent has everything they need within one application.
- Phone call routing.
- Ease of use of architect.
- Reporting and viewing the queues.
- Sorting A-Z for some call statistics.
- Schedule groups/schedules need to be improved so we can manage them better.
- Filter clearing.
- When you're in Architect, and you've scrolled to the right, and you click on a box, it moves the screen all the way back to the left.
- Make a way to hide the box on the right in Architect so you can view the whole call flow.
- We decreased costs/carbon footprint due to no building being needed.
- Removed equipment from 2 data centers.
- Increased productivity.
We are currently integrating bots, AI, and other features that we did not previously use. Genesys Cloud CX has allowed us to integrate these features and we continue to improve as we find new ways to automate processes. One major positive is the use of TTS. We no longer need to find a live person to record our messages and can update the IVR as needed without a wait time.
Because we are just starting to integrate this into our contact center, we don't have a lot to go on. However, we are excited to implement and improve!
Do you think Genesys Cloud CX delivers good value for the price?
Yes
Are you happy with Genesys Cloud CX's feature set?
No
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