End User Feedback and Thoughts.
March 08, 2022
End User Feedback and Thoughts.
Score 7 out of 10
Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)
I use Cloud CX as an incoming and outgoing call software. It is directly linked to our patient database so I can access files with one click and know who I am speaking with for approx. 90% of calls. We can easily transfer to internal departments - and consult between reps as well as transfer out to other lines. Additionally, we can set callbacks by rep in the system ourselves for future dates if follow-up is needed. The system also allows tracking of productivity for each rep as well as on a teams basis. I can view my assigned schedule in the system and get reminders of breaks, meals, and callbacks as well.
- Direct link to client base
- Allows for self review of targets and metrics.
- Provides a one stop shop for activity overview and productivity.
- I would like to be able to link back to a client when a number comes up that isn't linked - so the next time the call comes in it will recognize the patient.
- I would like it to pull families when the same number is linked to multiple accounts or give the option to do so.
- I want to generate favorites for transfer for reps or supervisors I often use without having to search for them.
- Decrease in wait times.
- Increase in overall call flow awareness.
There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
Do you think Genesys Cloud CX delivers good value for the price?
Are you happy with Genesys Cloud CX's feature set?
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?
I wasn't involved with the implementation phase
Would you buy Genesys Cloud CX again?
I think easier to access options for training and features would be super - also info buttons to go with features that will take users to where they can learn about it - also a feature a week on the GCAP site would be awesome. Without these easy-to-access options, the program leaves a user feeling flat.
Call management is key - and I love the active live view of the call queue and reps on and active live time of activities. It excels in giving broad-based access to performance metrics individually and in a way that is healthy competition-wise as well. It should have more flexibility with scheduling so if breaks or lunches or nontraditional it should not cause issues with reporting or have to be scheduled in a way that is not accurate. It would do to have more tutorials on the various amounts of tools for end-users - and I do not see those readily available. I am sure there is functionality that I could use as an end-user to self-manage even if my supervisors or the teams are not taking advantage of any features.
Genesys Cloud CX Feature Ratings
Genesys Cloud CX (formerly Genesys Cloud) Training
- no training
Yes for the basic answer call features - less so for the other more productive features