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 moved from Avaya. We're utilizing it for UCAS and CCAs. We're doing everything we can to better maximize our customer experience through multi-omnichannel speech analytics, WFM, and everything to try to make it a better experience for our members when they call in.
Pros
- It's very easy to use. Surprisingly, considering we moved from a system that I've been using for years, the learning curve's been surprisingly low. It's actually very easy to learn the amount of support that's out there with the communities and is actually very, very robust. I've learned a lot just by asking questions. But just overall, everything makes sense with it.
Cons
- Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
- I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
- I think the biggest thing is the uptime. We've not had any issues with it, whereas we would constantly have issues with the previous platform we're using. We have yet to run into any performance issues. It just works.
It plays a huge role for us. We're actually moving into that doing a lot more. We wanted all of our members, when they called in, to get that real human experience. We deal mostly with seniors as they've become more tech-savvy, and a lot of them prefer the self-service options. So we've made that shift and it's actually been really helpful as far as like easing the load on like our agents on taking calls. A lot of it's getting answered now through the IVR.
I think the scalability. Actually, it was one of the bonuses where we are constantly modifying it. We are constantly adding stuff, tweaking features, and figuring out new ways to do things and in the long run it's helped both of our agents, which when our agents are working more efficiently, helps our members.
So we came from Avaya where we were using their Oceania PR platform, which was similar to this but nowhere near as good. It was actually very poorly run when we started looking at moving away. We had to narrow down between Genesys and NICE. So I like both platforms but Genesys, as an overall platform, just made more sense for us.
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
Comments
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