Item: Genesys Cloud CX
Rating: 8
Author: Verified User

Overall Satisfaction with Genesys Cloud CX

Use Cases and Deployment Scope

We currently use Genesys Cloud as our WFM software, recording and routing call workflows, creating schedules, hosting time off requests, etc. Genesys addresses both this WFM aspect and the ability to quantify our quality cases and how our caregivers can improve. This includes the potential for assigning and creating eLearning through Genesys Cloud.

Pros and Cons

Pros

Schedule creation.
Forecasting
User Profile creation.
User Roles (permissions).

Cons

Partial Shift Swapping (I do this manually for all of my 100+ caregivers through team approvals).
Management units view adhesion within the schedule page, but not all management units can view it at once.
Coaching sessions must be scheduled at a certain time to be completed. It would be nice if the Quality Analyst could assign a coaching session without having to set a schedule, rather than having that scheduling responsibility fall upon the supervisor.
Meetings/Education recurring events—Currently, I can't set certain standards/requirements for meetings unless I create them inside a schedule for each person. It would be helpful to have the ability to create recurring meetings without needing to adjust each schedule.

Return on Investment

Being able to combine with Hyro has revolutionized our ability to route calls correctly.
One aspect that can be seen as a slight negative is that other language calls will still fall within the same queue. It would be a benefit to be able to separate queues by language.

CX Automation Performance

While our current business workflows don't have self-service for customers, they support employee self-service. Automation workflows allow knowledge articles to be associated with specific customers, making it much easier to fulfill their responsibilities and improve customer experience.

Migration Experience

Once data had been set up, AI allowed us to pull up customer data much faster and improve customer experience.

Key Insights

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

Other Software Used

Hyro, Salesforce Lightning Platform

Likelihood to Recommend

I do like the WFM aspect of Genesys. Once schedules are created, it is swift to create and publish weekly schedules. I also like the full-shift swap aspect. Another thing to note is that Genesys does inflection of calls or the tone of calls pretty well with the dictionary that can be created for what would count as an empathetic response or a response that needs improvement. As I noted in the improvements section, partial shift swaps and recurring meetings are probably my biggest hope for improvement as this would ease many of my WFM responsibilities. All in all, I do enjoy working with Genesys Cloud.

Genesys Cloud CX Feature Ratings

Comments

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