Genesys the easy to deploy solution if your business is not building IVR's.
June 21, 2023
Genesys the easy to deploy solution if your business is not building IVR's.
Score 5 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We used Genesys as our primary Inbound engagement channel for our voice and digital presence as well as our outbound collection efforts; by unifying all channels in a platform, we were able to reduce our overall staff without impacting customer experience, in addition, we utilized their Bot service to do Voice containment in our inbound flows.
- Easy to create Inbound, outbound, and Bot flows.
- Easy integration with CRMs.
- Easy to use UI for management.
- Transfer knowledge from one bot to another.
- Handling different dialing modes with the same pool of agents.
- Reduce our overall workforce by 10% by having a shared pool of agents (handling Inbound and Outbound cases).
We currently do not use this feature. However, it is on our roadmap for deployment in the last quarter of 2023; we are interested in having a centralized repository where our advisors and call center management are able to reference content; in addition, we see the opportunity to empower our customers by sharing this in our Bots.
We where been in Genesys cloud since inception; however in my experience with Genesys as a platform, I know that any migration will be easy to deploy since their Professional services team will provide the necessary resources to navigate through this.
- Five9
Genesys Have the upper hand with their IVR architect platform, easily the best on the market, quick to deploy and build for scalability.
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?
Yes
Would you buy Genesys Cloud CX again?
Yes