Thrilled customer hungry for further releases of Genesys Cloud CX
May 20, 2024

Thrilled customer hungry for further releases of Genesys Cloud CX

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

Genesys Cloud CX's call deflection is extremely powerful, enabling us to embed frequently asked questions into an intelligent FAQ bot. This bot handles routine inquiries efficiently, providing instant answers without agent intervention. Additionally, we can create an SMS program to inform customers about recording events, keeping them well-informed. This allows agents to focus on high-value interactions, enhancing efficiency and customer experience. Call deflection also helps gather data to improve our services continuously.
  • Omnichannel customer engagement
  • AI and Automation
  • Analytics and Reporting
  • Complex UI
  • Steady stream of feature releases
  • Different product tiers
  • Increased customer satisfaction
Knowledge management helps us store content used to answer customer questions and prompts the agent to reply with details relevant to customer question asked.
Our customers enjoy the nature of the quick changes that can be made to the IVR to accommodate new products and support for them.
I have only explored business with Genesys Cloud CX.

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

SMS Program, its deep App Foundry are very mature.

Genesys Cloud CX Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10