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 two teams that use Genesys Cloud CX. We have our contact center, so they manage our inbound calls from our customers, and we've got our ICT service desk and they're managing calls from our internal staff.
- One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
- We can see the bot and the digital side is growing at the moment, but there are still a couple of gaps that we think about. So as I say, every customer comes through our bot, but we don't have an easy way of exporting what they're actually telling us. We can see a snippet throughout the day and we can retrieve, I believe, 250 of the most recent things, but we get about 3,000 calls a day. It's a snapshot of what we're actually getting. It's the analytics piece that we'd like to see enhanced a bit.
- I think the biggest thing for us has been launching our bot, which went live earlier this year. We are now seeing that 90% of our calls go to the right place at the first time we've asked. That's dramatically cut down on the amount of time that we have to have agents re-queueing calls moving into the right place. So it's freeing our agents up quite a lot to have better conversations with our customers.
We've got our internal, we use some self-help bots for our customers. If they contact ICT and they need to reset their password, for example, we can help them through that process without them needing to talk to an agent. If they've got stuck in a particular part, we can then offer them help based on where they're having difficulties. We've also got our knowledge bases - they appear on our website. So if a customer comes onto our website and they need to ask us a question about getting their child into school, for example, we've got a knowledge base there that can give them a whole range of information at any time of the day.
When we selected Genesys Cloud CX, our build time took around three months. We've got quite complex routing for our emails that come in and Genesys made that so much easier for us. We could start to pick out keywords from the subject or the body of the email and that really helped us get those emails to the right place, particularly for some that are very high priority for us where people's health might be at risk. So the migration process for us was quick but it also allowed us to make a lot of improvements on that journey.
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