Genesys Cloud CX Review.
June 22, 2023
Genesys Cloud CX Review.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We use Genesys Cloud to interact with and support our customers through voice, email, and messaging channels. We use WEM, reporting, and analytics, to forecast staffing needs, identify areas for improvement, and adjust business workflows. We implemented a chatbot to support self-service. In the future, we will be enabling SMS interactions, Predictive Engagement, Predictive Routing, and gamification.
- Customer journey and analytics.
- Ability to scale with the business.
- Enables supervisors with the tools they need to manage their team without contacting a Genesys admin.
- The Salesforce embedded client lacks the features and tools available on the agent desktop.
- Unable to strip skills on transfer.
- Ability to customize the messaging widget and end a message from both the agent and customer side.
- Cost savings.
- Reduced un-validated customer interactions.
- Reduced support tickets for admins.
Unable to comment at this time.
With complex workflows, it was a challenge to implement, but agent and customer satisfaction has gone up since the transition.
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