Genesys Cloud CX Brings Opportunity!
June 21, 2023
Genesys Cloud CX Brings Opportunity!
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We currently use Genesys Cloud CX for inbound and outbound voice and WEM in our contact center. It has helped to bring together many platforms into one interface for our agents. We are working to bring all contact center components to Genesys.
- Unified interface for agents.
- A dashboard that's easy enough for business owners to create and manage.
- Cutting-edge features and functionality.
- Continual improvements are launching.
- Historical adherence reporting in supervisor dashboards (has AHT and ACW).
- Attendance tracking.
- Manual call scoring integrated with coaching.
- Coaching session tracking and documentation.
- Speech and text analytics seem basic.
- Too soon to see the ROI.
Not currently using.
I'm not part of that area.
- Genesys PureConnect (discontinued)
It doesn't compare; so many features available at your fingertips with the cloud-based solution.
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?
Yes
Did implementation of Genesys Cloud CX go as expected?
No
Would you buy Genesys Cloud CX again?
Yes