The Genesys team is worth investing time in
August 10, 2021
The Genesys team is worth investing time in
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)
Genesys Cloud CX is being used as our primary method for managing incoming calls into the business, with a view of using it for managing all communications in the future (SMS, email, etc.). It's being used by all front-facing teams, though we may expand to non-client-facing departments in the future. It allows us to control the movement of calls more easily, with far better reporting than we previously had available to us.
- Configuration tools to build call flows and determine number routing.
- Responding to customer queries and problems on their help website.
- The initial build and set up by the professional team was knowledgeable and extremely efficient.
- Needs greater flexibility in its org/division separation to allow for more customisation based on business needs.
- Easier bulk amendment tools for user profiles and attributes.
- Better instructional material on their resource website -- some of it is out of date or difficult to follow without a background in call management.
- Improved sales.
- Improved agent interactions.
- Streamlining of calls saves time.
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?
Yes
Would you buy Genesys Cloud CX again?
Yes