Easy to use for planning, monitoring and ad hoc changes.
October 15, 2024

Easy to use for planning, monitoring and ad hoc changes.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

Genesys Cloud CX provides a good overview of contact center management of different communication channels and easy access to reporting. Workforce management makes it easy to plan and complete ad-hoc schedule changes. Staff's ability to automatically swap shifts without supervisor intervention gives our supervisors back time for other much-needed tasks.

Pros

  • Workforce
  • Queue Summary reports.
  • Interaction tracking.
  • DNIS/ DID/ANI tracking.

Cons

  • Agent level information per Queue needed.
  • Ability to preview SMS, email, Chat in Queue.
  • Auto listen in on CSR live calls.
  • Easy to deliver QA scores.
  • Ability for CSR to listen to their calls that were scored.
  • Would be good to have upcoming activities reminder for lunch and breaks.
We haven't fully explored the knowledge management portion of Genesys cloud as we are still using another platform for that functionality; however, we plan on transitioning to Genesys by 2025.
We have not subscribed to AI services on Genesys Cloud.
Genesys cloud is much easier to use and does not require software installation. This makes it easier to scale up and down with seasonality and customizable to each client's needs.

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?

No

Would you buy Genesys Cloud CX again?

Yes

Genesys is well suited to monitoring and reporting on an overall level; however, it may become more challenging when trying to micro-manage, such as viewing a live chat, SMS, or email. Queue activation is easy for auto-routing interactions; however, manually assigning interactions is a bit more challenging compared to other applications.

Genesys Cloud CX Feature Ratings

7.8
Agent dashboard
8
Validate callers
Not Rated
Outbound response
7
Call forwarding
7
Click-to-call (CTC)
Not Rated
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
8
REST APIs
Not Rated
Call scripts
7
Call tracking
9
Multichannel integration
8
CRM software integration
Not Rated
8.0
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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