Genesys Cloud CX Review
September 29, 2023
Genesys Cloud CX Review
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We have a customer contact center based in Canada and around the world. Our goal is to move from a support service to an experience service, to provide an exceptional experience for the customer. Genesys technology helps us to draw more insights from customer interactions so the agent has information that can help them advise the customer better.
- One of the things we like most is being able to route calls to the right person and with a single glance, that agent is able to find all the information about the customer to assist them in the best way possible.
- I would say quality management. At the moment with the Genesys product, in order to be able to use data linked to the evaluation of interactions, we need to first build a whole data architecture with APIs, from Genesys to an external database. We need to do all of that in order to be able to extract feedback that we can give to agents. By investing more in the availability of feedback, we'll be able to quickly cascade important information and improve our level of service.
- We have a very positive outcome by implementing Genesys. We are already seeing better organization of our service structures, better workforce planning and, of course, cost savings. We're also seeing better personalization of our interactions, which is most important in delivering great customer service.
- It’s still an ongoing project because every day, we learn a little more about the solution. Every day, we push our knowledge a little further. We haven't yet reached the end of our understanding of exactly what positive impact this will have on our business but we are happy with the results so far.
Over the next few years, we want to be able to integrate the Messenger web functionality. I sincerely believe that this type of functionality will improve the customer experience by eliminating the need for the customer to repeat themselves every time there's an interaction with an agent. There's just a place on the application to respond directly and be in direct contact. This proximity effect is what’s really needed when you want to personalize an interaction. I'd say it's these features that we really want to integrate.
Our implementation of Genesys Cloud CX was quick. We implemented Genesys Cloud CX with the help of our partners in less than three months. We went step by step, first integrating the basic functionalities, which are essential for managing a customer contact center. One of the challenges we still face on a daily basis is managing our data. We're well aware that if we were to advise someone to use this platform, we'd have to try and understand what their needs were. It's clear that if we want to have maximum capacity, it's going to require a huge amount of work on the 'database building' side, managing APIs to be able to migrate all the data. As a result, today we're still only using a few features that are native to Genesys, which have a smaller impact on our day-to-day management, but we're gradually making better use of our databases.
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?
Yes
Would you buy Genesys Cloud CX again?
Yes