Genesys Cloud CX - The phone system you always wanted.
September 27, 2024

Genesys Cloud CX - The phone system you always wanted.

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud CX as a full Telephony solution. Between inbound and outbound calls, we are able to use Genesys Cloud CX for everything that we need. The AI bot is able to distribute calls to the correct advocates who are able to handle their scheduling needs on top of providing self-serve solutions for our patients.

Pros

  • Call Stats - This are easy to see via both their web and desktop app interfaces
  • Interaction Details - The screens that allow you to see the details of a call are well documented and have sufficient information to use for any means
  • Top Notch Customer Support - This is unrivaled by any other company out there. They have friendly staff, quick turnaround times and support members who think outside the box

Cons

  • Kronos Integration
  • Hard Phone Integration
  • It has let us defer calls that we don't field
  • Patients can use new self-serve features
  • It has taken the guess work out of work force management
With the new co-pilot feature, Genesys Cloud CX can recommend knowledge base articles that we have setup that go along with what is happening on the call, allowing our advocates to maximize their time when interacting with our patients. We also allow the patients to authenticate their accounts before talking to an advocate so they can get right down to business.
The automation has changed the way we take calls and provide outbound calling to our patients.
There was no comparison. Genesys Cloud CX has well thought out products on top of an Idea Lab that you can submit an idea for a new feature and Genesys takes suggestions for new features from there.

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

They are well suited for most inbound call centers. They have a superior outbound campaign systems when compared to other outbound dialers like Noble and LiveVox. There are so many customizable features that it is hard to find a scenario that Genesys Cloud CX can't fulfill. We have been using it since 2021 and haven't gotten to use all of the available features.

Genesys Cloud CX Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
8.9
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
1
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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