Genesys Cloud CX offers best in class customer experience orchestration.
Updated August 29, 2024
Genesys Cloud CX offers best in class customer experience orchestration.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
Genesys Cloud CX is the contact center system of choice for my organization. Prior to the implementation of Genesys Cloud CX, our customer service experience was very fractured leading to higher handle times and a lack of customer insights. With Genesys Cloud CX, we unify these experiences to provide a 360 view of the services we provide.
Pros
- Genesys Cloud CX provides excellent documentation and training modules
- Genesys Cloud CX has a strong and engaging user community
- Deployment options are very flexible and support just about any telephony/email configuration
Cons
- Tier 1 support can sometimes be frustrating with logging requirements
- 3rd party support partners can add latency to issue acknowledgement and resolution
- New AI features may carry additional cost outside of the Genesys Cloud license
- Improved employee productivity
- Greater customer insights
- Contact center software simplification
Currently, our organization uses the Genesys Cloud CX knowledge management capabilities to enable Agent Assist for our employees. This feature has allowed us to reduce average handle times and assist in the onboarding of new agents. Our agents appreciate this feature that makes doing their job easier. Agents are encouraged to provide their feedback on the relevance and accuracy of the knowledge articles which is helping our organization govern this type of information.
The transition to this platform is seamless, allowing for cost savings and improved team collaboration. It supports business growth without sacrificing service quality. The customer experience is elevated through unified communication channels, leading to better engagement, higher resolution rates, and increased agent productivity. Genesys Cloud CX’s AI-driven insights enable personalized customer interactions, transforming the overall service experience.
- Five9 and Verint Da Vinci AI and Analytics
Genesys Cloud CX excels at being a one stop shop for all things customer service experience orchestration. Other providers I have worked with require multiple vendors and integrations in order to build experiences that are native to Genesys Cloud CX. Combined with Genesys' documentation and training programs, they make learning and managing their systems very intuitive.
Do you think Genesys Cloud CX delivers good value for the price?
Not sure
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?
I wasn't involved with the implementation phase
Would you buy Genesys Cloud CX again?
Yes
Genesys Cloud CX Feature Ratings
Using Genesys Cloud CX
242 - Our agents primarily respond to B2B transaction regarding order management, logistics, and supply chain management. Email is our primary support channel. We also have teams that support big box retail as well as end user customers. B2C interactions are usually supported through voice or chat.
- Provide a unified customer service experience
- Provide interaction data needed to create real time insights on customer behavior
- Deploy a platform that has the flexibility to grow with our organization.
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