Genesys Cloud CX in Contact Center
Updated October 02, 2024

Genesys Cloud CX in Contact Center

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

Overall Satisfaction with Genesys Cloud CX

Genesys Cloud CX is able to help us improve our IVRS for voice calls and chatbots for non-voice. We have started updating our ChatBot Knowledge Base to improve the AI of our ChatBot. Everything is still in the works, but we are on our way to improve our contact center operations. It is expected to be a continuous improvement process.

Pros

  • Call routing
  • Flow charting
  • Queue Management

Cons

  • Process lead time for queue management
  • MTLS integration
  • SOW lead time
  • Investment in technology is always high and the return takes time
  • Business understands that ROI will always be inconsistent
  • Descriptive analytics is the only real evidence of performance to gauge ROI
This is very important as the IT team is dependent on this. Internal customers first before external customers benefit from Knowledge Transfer.
This is handled by a different group from network infrastructure. I can only say that we are at ease with the current setup that they have. There are facets in the business which are assigned to specific groups to manage. Our user experience improved as our CRM has been integrated.
Ease of integration primarily.

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

Genesys Cloud CX has been a reliable partner for years. Our implementation of IVRS changes made significant outcomes on both customer and agent experience. We have seen in our data the call diversions from our IVRS changes which means lesser calls for our agents and therefore results to manpower savings in terms of work hours. These data were presented to our leaders with recognition.

Genesys Cloud CX Feature Ratings

7.9
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
7
CRM software integration
8
7.9
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
7
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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