Inclusive and Transformative Customer Experience!
Updated June 22, 2024

Inclusive and Transformative Customer Experience!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud CX as our contact center solution for our customers to call in and request assistance for our Accounting product. The business problems Genesys Cloud CX addresses: 1) Contact Center integration into Salesforce for our support analysts which is their primary case management platform 2) Real-time call and queue insights for contact center resourcing 3) Routing calls based on product skillsScope of our use case is voice calls only at this time - future use cases will include SMS and chat We are looking to refine our call flows to add in queue based routing and sending Genesys insights via API's into Salesforce to enhance our reporting. This will allow us to gain deeper insights into our customer calls and be able to analyze call patterns to develop richer reporting metrics. We have also created an Agent Permission Set in the Genesys App for our agents to leverage so that they see their incoming call patterns and agent queue availability.
We have also added data table ad hoc prompting to quickly add into voice prompts when customer support is facing a critical situation or a release related issue that has a customer impact so the customer is informed at the beginning of the call.

Pros

  • Ease of use
  • Cloud interface makes new feature accessibility much easier
  • Caller ID feature makes the interaction process intuitive
  • Integration into Salesforce
  • Screen pops
  • View filters
  • Interaction timeline view
  • Data Tables
  • Performance View
  • Participant Data reporting
  • Barge in feature
  • Interaction annotation
  • Ad hoc prompts
  • Whispers

Cons

  • Reporting
  • Dashboards
  • Dropped calls
  • Audio interface
  • Call flow debugging
  • Intuitive call flow design
  • Call flow search capabilities
  • Save call flow to PDF
  • Headset compatibility
  • Browser compatibility
  • Due to COVID, our caller id validation system within Genesys Cloud has not worked as anticipated
  • With our new call routing time to answer has been cut to 20 seconds
This is N/A for our org with reference to Genesys Cloud CX.
Our migration to Genesys Cloud CX had some challenges as the call routing did not quite work in the manner expected. However we have been able to modify our call flows to transform the customer experience to be simpler and easier for them to reach support to resolve their issues. Integration with CRM has been a huge benefit too.
Genesys Cloud CX stacks up reasonably well against Talkdesk as it integrates with Salesforce Service Cloud. We chose it because of a pre-existing vendor relationship with our parent company.

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 Cloud CX is well suited for any contact center looking to improve their CX experience using voice and use insightful metrics to improve the experience. Cannot think of a scenario where it is less appropriate. It is also suited for organizations that want their Agents to leverage a contact center in Salesforce and use MS Teams for PBX. Very well suited for skills based agent routing and expanding agent pools based on call volume using bullseye routing. Genesys Cloud with its enhanced chatbot capabilities is suited for any contact center wishing to provide self service option to its customers.

Genesys Cloud CX Feature Ratings

6.4
Agent dashboard
8
Validate callers
6
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
5
Warm transfer
6
Predictive dialing
Not Rated
Interactive voice response
6
REST APIs
Not Rated
Call scripts
6
Call tracking
6
Multichannel integration
Not Rated
CRM software integration
8
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Genesys Cloud CX Support

Genesys Support and the community have always been very helpful in guiding us with any issues we have encountered.
The Community is where I learnt a great deal of information on the power of leveraging API's for our integrations for Genesys Cloud CX
Also been very helpful with learning about new release features too.
ProsCons
Kept well informed
Immediate help available
None
Not sure
Yes when I was researching API's the support team was able to assist with in depth information and steps on how to access and use API information.

Using Genesys Cloud CX

Easy to use some features but reporting and dashboards which we need to leverage each day are not that simple to gain insights from.
ProsCons
Like to use
Well integrated
Quick to learn
Feel confident using
Lots to learn
  • Genesys Views
  • Genesys Interactions
  • Queue information
  • Agent information
  • Reports
  • Dashboards

Comments

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