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 are using Genesys Cloud CX to close as our main solution for the call centers. We have currently 10 different tenant organizations and one organization is dedicated to one customer except for one organization that is a shared organization. For customers, we use to deliver interactions to the proper team. We handle more or less 10 million interactions per year or about 3,000 agents. We're using Genesys Cloud CX for voice calls, chats, and emails.
- This product has particularly good integration between the bot and the IT system of our customers. It's much easier with code than the other products to connect our example solution to it, and our customers to be able to provide personalized journals for the users. Implementing bots and AI is also very easy.
- Genesys Cloud CX can probably improve the support of other languages than English. We still need to wait for a little time. Some features are available in French. They can be improved in analytics. It's still sometimes quite difficult to get the Pro Analytics.
- Improves the user experience.
- It has a positive impact on costs
- The thing that is not so good is being able to be compliant with the security of our customers. It's sometimes difficult because it is in the cloud and over Amazon. For European countries with GDPR and regulations, it's sometimes quite difficult to validate location.
We have implemented bots that are connected to the information system for our customers. By doing that, we can get information about the person who's calling us, so we can provide a dedicated journey and we can provide the best answers to these users for knowledge. It's still quite complicated because knowledge is inside the information system for our customers and it's not acceptable to move it inside Genesys. We're waiting for the connectors for the knowledge Genesys Cloud CX to be able to use these features.
Migration for Genesys Pure connect to Genesys Cloud CX was quite easy, but a little bit long because we're not one customer, but I have about 100 different one. It has improved the journey of the users due to the bots and the connections to our information systems. The migration of data, we didn't migrate too many things from connect to cloud. it's not subjections.
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