Very happy with Genesys Cloud CX
May 20, 2024
Very happy with Genesys Cloud CX
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We use all aspects of Genesys Cloud CX for our medium sized contact center from forecasting and scheduling to Agent QA. The interface is easy to learn and use and you can easily add team members to specialized tasks. Agent love the web client and seamlessly move from channel to channel and request help through the knowledge base and agent assistant. We have all the data we need via dynamic views organized by functionality. We just deployed our first AI bot using all Genesys Cloud CX native components with no outside help.
- Workforce management
- AI
- Agent interface
- More advanced help files
- Better small to medium contact center schedule accuracy
- Better level 1 support
- Agent satisfaction
- Reduced handle time
- Better sla
- Higher CSAT
Ok. It depends on the type of business and the complexity. We are not complex so not a big impact
We were operational in 30 days with more features in place than our previous on premise system
Much more rounded system.
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