Item: Genesys Cloud CX
Rating: 9
Author: Verified User

Overall Satisfaction with Genesys Cloud CX

Use Cases and Deployment Scope

We have implemented Genesys to achieve goals such as improving the metrics of the communication channels since Genesys works very well applying priority rules between different communication channels. It has given us visibility into the functioning of the rivers, where before, we had practically no visibility. Integration with local data is made very easy through APIs or AWS Lambda.

Pros and Cons

Pros

AWS integration.
Channel utilization.
Priority between channels.

Cons

Social networks integrations.
Email management.
Role permission is sometimes difficult to understand, so large.

Return on Investment

Weekly updates with new features.
Cloud experience is great, no platform crashes.
Average Operation Time is being lower each month.

CX Automation Performance

Most of the interactions we handle at Genesys are voice calls. Therefore, we have several applications created in our IVRs that allow the user to obtain information without being attended to by a human agent. The knowledge base created is used to make decisions based on what customers ask most.

Migration Experience

Genesys is easy to implement by taking the necessary courses and placing them in the correct order. This lets you have a complete idea of the platform before migrating to Genesys CX. Regarding the customer experience, they were not affected by this migration since it was almost transparent for them.

Alternatives Considered

inConcert i6 Omnichannel Suite and uContact by Net2Phone

Genesys meets the necessary requirements for our organization. The platforms named above partially met the requirements but not in their entirety. The training provided by Genesys through live or self-study courses or the knowledge base in the resource center is far superior to its competitors.

Key Insights

Do you think Genesys Cloud CX delivers good value for the price?

Not sure

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

Other Software Used

Google Cloud Platform, Veem, Bacula Enterprise

Likelihood to Recommend

Genesys CX is well-suited for voice solutions, including advanced IVR features, great voice prompt management, and great architecture in general. CX for contact center agents is better than other solutions. However, it is less appropriate for social networks and email management. For these channels, it is recommended that some other integrations, like email centers, be used to manage email.

Genesys Cloud CX Feature Ratings

Comments

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Genesys implementation.