On the journey with Genesys.
June 22, 2023
On the journey with Genesys.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
I am working in the WFM, Call Recording, and Journey. Genesys is one of the tools we are deploying, especially the more WFM matures.
- Connecting the agent to the data and feedback.
- Game-ifying the work.
- Clean interface and navigation.
- Still need to mature WFM offerings.
- Implementation struggles.
- ROI and TCO adoption assistance.
- Possible reduction in a number of solutions if we can get buy-in (cost savings).
- KM and agent assistance (Productivity).
- Warm transfer digital to CRM (Experience).
Currently, we are using other products but we have an interest in the use case. There is some tech debt with the move, and adoption has been slow. We are looking for stewards to try and help drive the company.
We are still in the intergration phase so it is hard to articulate. The team has been positive to work with.
The other products have a little more maturity, but less customer and product support.
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?
No
Did implementation of Genesys Cloud CX go as expected?
No
Would you buy Genesys Cloud CX again?
Yes