Genesys Cloud CX Review
September 29, 2023
Genesys Cloud CX Review
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Through our expanding activity in customer care, we decided to diversify our operations using the Genesys Cloud platform. What for? To bring omni-channel communications into one place, because other legacy systems get in the way and we can't consolidate all our interactions. Genesys allows that. Genesys, I say it's real omnichannel communications, in fact. And we bring everything in one place, that is all interactions are in the same place within the platform. This is a market differentiator for us, which is why we are partnering with Genesys.
Pros
- We have a project, for example, in a solar energy company, where we do all the customer support services of the solar energy platform from contracting, new products, SAC, and so on. With Genesys Cloud CX, we are able to put the service platform into operation on the contractor's website, where the customer enters the site and he already starts the interaction, he can finish a contract and everything, all on the same platform. For example, if he enters by chat and he comes back by email, it doesn't matter, he can follow and continue with his interactions in the same way.
Cons
- For us, what would be necessary to be different in the platform today, I understand that for outbound, for dialing, as a dialler, it still has to adapt to some situations, even legal ones in Brazil. So, today the platform still has this need to adapt, such as time zones and so on.
- Because the platform already has all the information on the customer, and every interaction within it, it already brings us a return on investment because we do not have to deploy other legacy systems. For example, for you to monitor calls or interactions, everything is already on the same platform. It would be an extra cost if you had to have another CRM behind Genesys. In this case, Genesys Cloud CX already embeds all the solutions in one.
For the project that I mentioned to you, Genesys Cloud CX is part of the entire interaction platform for that specific contractor. We adopted the tool, and all the writing of this tool was done, for example, for a solar energy operation company. And then we can leave the entire sales script, all adapted there in that tool, all in one place on the platform.
This is where I think Genesys has adapted best in Brazil - as a CRM for customer service. It generates a different experience for our customers because it gives this omnichannel approach - as I said before. There, it really changes the experience of our customers.
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
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