Don't settle for less, Go for the Best!
May 27, 2024
Don't settle for less, Go for the Best!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
We are using Genesys Cloud CX for our contact center, we leverage the capability of Genesys Cloud CX for ivr self service automation, callbacks, real time monitoring, historical reporting and as well as agent evaluation and coaching functionalities. It also helps our agents to be more productive by integrating into our crm which are running on Salesforce and Dynamics365 in other countries.
Pros
- Voice functionalities
- 3rd party system integrations
- Reporting
- Omnichannel capabilities
Cons
- Real time reporting/dashboards very limited
- Reports sorting on different columns within the UI
- Improvements on UI, dark theme mode
- Cost savings
- Employee productivity
- Customer experience
Currently not utilizing knowledge management, but for sure will get there.
We were up live and running on Genesys Cloud CX in 1--3 months, and so far, users are adapting fast and eager to learn new ways to do their tasks.
Availability of support within the region, fast implementation and as well as their clear vision on what to do for a better customer experience.
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?
I wasn't involved with the selection/purchase process
Did implementation of Genesys Cloud CX go as expected?
Yes
Would you buy Genesys Cloud CX again?
Yes
Comments
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