Work in progress (still), but optimistic about the potential
June 22, 2023
Work in progress (still), but optimistic about the potential
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
I incorporate call details, quality evaluations, scheduling, and presence details to provide a broader picture of how our member service phone agents are performing. Our organization is still working to improve integration among the various lines of business and functional areas. We had an admittedly rough start with Genesys Cloud CX, but we see the potential and have been working to improve our experience. We will be using Genesys Cloud CX to make connections that had been unavailable to us in the past, such as identifying the impact queue backlogs have on agent performance.
- Tracks transaction activity
- Allows for flexible implentation
- Reporting options are very limited and don't take into account features that are encouraged during implementation. A simple case in point would be reporting adherence/conformance across a collection of work teams. We need to run for the management units, then reassemble based on our side list of work teams.
- Separating agent handle time from call handle time.
- Identifying the time the customer has been on hold. If an agent consults with another agent, that is logged as agent interaction time, even though the customer is on hold.
- Evaluations... need some rethinking
- Changing parameters on Activity Codes as well as some other Master Data Elements creates a new GUID for that data element. This results in reports that aren't properly labeled or appear to have duplicate entries.
- We're still working towards that. Quality Management has been particularly difficult.
We are still working towards this.
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?
No
Would you buy Genesys Cloud CX again?
Yes