Item: Genesys Cloud CX
Rating: 8
Author: Daniel Cross

Use Cases and Deployment Scope

It's the base of our contact center operations. We run everything out of it, so our full-time daycare, our backup daycare, we do tuition reimbursement. It's what everything's pulled into our customer bases. Our CRMs are tied into it. It's really the heart of the business.

Pros and Cons

Since I've come on and with my roles in it, the big thing that I like about it so far is that it seems to constantly be growing. Some of the big parts in Allman are on the quality side of sentiment analytics topics getting into the AI bots. Since we got into those, it has changed so much and we just keep seeing more and more on the roadmap of upgrades coming

There are definitely some features and functionality we'd like to see. We have groups in workspaces, but they don't seem to be tied into very many portions of Genesys Cloud CX. You can only use groups and workspaces in specific places. It'd be nice if we could integrate those more where we already have these groups rather than building those same groups of people in another form to use in this section.
One thing I hear constantly from my quality monitors is: can we add a mass delete button for interactions that have been delivered? I had a person recently, they had a policy running, forgot about it. A couple months later they went in and they had 300 interactions, so they had to delete them all one by one by one. Little things like that that hopefully are in the roadwork.

Return on Investment

I'm probably not the person that would have a very good answer.

CX Automation Performance

We're actually just now looking to finally get into doing some of that, so I don't really have much to speak on it yet. We started using the knowledge base and documents and stuff, building it out for internal purposes, still building that, and then that's kind of the next jump, trying to build out that knowledge base, have it functioning internally, then turn it on to go customer facing.

Migration Experience

Honestly, on that one, again, I'm not the best person. We were already integrated when I got into this role.

Key Insights

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?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

Likelihood to Recommend

It ties into everything. I can't really say offhand when it doesn't make sense to use it. I mean, with our use of it, we don't, there's nothing else that comes into play or anything for us.

Genesys Cloud CX Review

Overall Satisfaction with Genesys Cloud CX