Exploring our new solution and all it has to offer.
June 21, 2023
Exploring our new solution and all it has to offer.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Genesys Cloud is our voice and digital contact center solution. We also use parts of the WFM product. We are experiencing problems related to reaching maximum flow size limits, lack of OOB reporting, issues with implementing Milestones and Outcomes, and also security permissions for read-only intent access.
- Various product offerings.
- Solutions to solve any issue.
- Responsiveness to tickets.
- There are many separate URLs to find information; I'd like to see all of these consolidated into one UI.
- Voting on ideas is proving not to be conducive to meeting our needs with new products or features.
- 28% reduction in AHT.
- Agent training time was reduced due to agent-friendly UI.
We have just started exploring AI and self-service options.
We have just started exploring these options. We look forward to implementing AI in our near future.
It's obvious Genesys Cloud is the most advanced. It's fantastic to see the progress made and the road map which includes cutting edge enhancements for our business and our clients alike.
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