Exploring the Stability and Efficiency of Genesys Cloud Support

We use Genesys Cloud CX as our main (and unique) contact center solution for dealing with voice calls, both inbound and outbound. Genesys Cloud CX handles our Interactive Voice Response (IVR) flows, our agents, our queues (group of agents) and our outbound calls, both manual calls and automated (dialer campaigns) calls.
We use Genesys to handle calls from around 13 countries all over the world, in three different business lines: Ride Sharing services, Financial Services, Delivery services

Because of business decisions we don't really use a lot of automation capabilites present on Genesys Cloud CX tool. My desire as administrator would be to use ebery bit of capability, but not always the business wants to use it. Our mission is to show the business the advantages and convince them to use it. And for that we have the help of the great Genesys Customer Success team which are always working with us to keep improving our utilization

Unfortunately I was not present when Genesys Cloud CX was implemented on our company, but I heard from my colleagues that it was a great transition. We used to use a small company solution, so the migration to Genesys Cloud CX was a really good thing for all the people involved on it as we had a huge improvement on our contact center solution