Great Company, Solid Products.
August 27, 2024

Great Company, Solid Products.

Kris Wolf | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We needed a streamlined call center communication platform integrated with our Salesforce instance. We began with one team and now have six different departments utilizing phone and chat support for our customer base. We use several automation tools, including Workforce Management scheduling and forecasts and the latest Copliot AI product to help with Tier 0 and live AI assistance for our agents actively engaging with customers.

Pros

  • Streamline products under one umbrella.
  • Administration of the product is easy to facilitate.

Cons

  • The Chat product is very rigid in design and does not lend well to custom use cases.
  • Insight into employee productivity has significantly improved.
  • Having all teams use the same Quality Assurance evaluation system has streamlined individual and team performance reviews.
We have just begun setting this up, so I have little to say. I like the intuitive administration and look forward to seeing the positive impact on our customers.
I have not used the data migration services.

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

One of Genesys's main benefits is setting up and managing multiple queues for your customers and automating the flow of contacts. Additionally, the Evaluation process is very easy to deploy and helps provide insight into performance and training opportunities.

Genesys Cloud CX Feature Ratings

7.3
Agent dashboard
8
Validate callers
5
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
4
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
5
Call scripts
8
Call tracking
9
Multichannel integration
9
CRM software integration
5
8.9
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
10
Call analytics
7
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of Genesys Cloud CX

  1. Home
  2. Contact Center Software
  3. Genesys Cloud CX Reviews
  4. User Review of Genesys Cloud CX