Genesys Cloud CX Review

Genesys Cloud CX is the phone platform our sales and support agents will be using at all of our call centers. We will also be using the WFM tools to best determine staffing and availability of our agents. We plan on using the AI tools included to more efficiently and accurately evaluate the QA of all of our agents.

We are using Genesys Cloud CX's automation capabilities to streamline the customer experience and make it easier for them to work with our customer support agents and reach a satisfying resolution to their problems and concerns. Automation reduces the workload of our support agents and helps them resolve more issues due to greater speed and efficiency.

We are currently in the process of training the AI so that when it comes time to migrate the data, it will be able to do so accurately and efficiently. We are excited about the Genesys AI capabilities and foresee it being a huge asset to our organization and facilitating our data migration.