Genesys Cloud CX Review
September 29, 2023
Genesys Cloud CX Review
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We use the product to reach potential customers. We're essentially prospecting for people who would use our product. We pull the data straight from our CRM database and we queue that up for the day, and we'll set it up for predictive dialing with automated voicemail messages so the sales reps can focus on having conversations with people that answer the phone. We can also leave a specific message when we do a voicemail message. That's how we have initial contact with our customers as we get them into our pipeline. I also use it as just my day-to-day phone. So if I'm calling outbound to talk to a customer or even a potential employee, that's the phone I use to just make my annual dials from.
- There are just a billion things you can do with it. We're still in the process of trying to calibrate it and get all the different bells and whistles out of it, but I think for us, the big thing that has been a game changer is the automated voicemails and being able to utilize that tool. We're just able to do way more when we're outbound calling than we used to when we were leaving a voicemail message every two out of three messages, two or three calls.
- That's tough. I feel like the hardest thing for us so far is it's just such a wide range of things you can do with it that we're still trying to wrap our arms around "How are we going to do this next thing? How are we going to implement these five things?" It just takes a lot of time for us to be able to integrate it, understand what we're doing, scope it all out, build it the right way, and then get the team to start using it in a way that makes sense for them. Get some feedback from them and tweak it a little bit. It's not out of the box and flip it on.
- As far as the overall costs, I can't really quite speak to any of that kind of stuff, but I am seeing the increase in new customers or customer connections through Genesys. I do think we are getting more from that in general.
- As far as the employee experience goes, I think the thing that's a little tricky about it is it does require them to be a little bit more engaged. Some people really like that, some people push back against that. I don't think it's a bad thing, but there is that people got to roll with it and adjust and to that kind of stuff.
They have a lot of articles that go with educating. For us, it's our technology team that helps us implement this. I would say, I don't think we could do it by ourselves completely. We have a really great app development team that helps us with this kind of stuff, but we've partnered with Star Telecom and they're the ones that help us and guide us, and they'll help us get the ball rolling. Then, we're the ones who are doing a lot of the implementation once they pointed us in the right direction, maybe do a little bit of the help with us to kind of give us some extra training on top of it.
As far as the impact to our customers, from their point of view, I don't think they see really much of a difference because they're only really interacting with it when we are calling them at this point. As far as the data migration goes, I wasn't as big of a part of that process, but it all happened fairly seamlessly.
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