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Genesys Makes Our Life Easier!
March 08, 2022

Genesys Makes Our Life Easier!

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

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

We used Genesys daily and I think it is very helpful because it notifies us if we are doing the right thing or if we are on the right path. Thank you, Genesys for making our life easy!
  • It notifies us if we are doing the right thing.
  • It notifies us if we are on the right page.
  • It gives us the impression to do better at some point.
  • There are times that we are having a problem when speaking to someone.
  • There are times that we are having a problem contacting providers that we need to redial the number just to have a successful contact with them.
  • It is very useful.
  • It is very friendly to users.
  • Lots of exciting knowledge that you will learn in using Genesys.
It is very useful and friendly to users. I don't have that much problem using Genesys every day, every hour, every minute, and every second. I love using Genesys because it is very easy to use and I feel like I don't have to ask for someone's help because it will really give you everything by just using it. Thank you so much!

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

Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
We started using Genesys for almost half a year now and all I can say is it gives us a defined meaning on doing our job perfectly.
It is easy to use and very friendly to users. It will let you know that you are on the right page.

Genesys Cloud CX Feature Ratings

9.7
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call tracking
10
9.8
Inbound call routing
9
Quality management
10
Call analytics
10
Historical reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX (formerly Genesys Cloud)

150 - We/ They represents different department here in Optum like Call Centers, Claims Department, Eligibility Team, Benefits Department, and Transaction support Team.
150 - Call Centers, Transaction Support, Claims Department, Benefits Department, Eligibility Team, and Managers.
  • Inbound calls from providers.
  • Inbound calls from member.
  • Outbound calls to providers.
  • Outbound calls to members.
  • Transfers.
  • Inbound calls.
  • Outbound calls.
  • Transfer to managers.
  • For a Team meeting.
  • For obtaining the medical records.
  • For obtaining the claims.
  • For obtaining the Itemized bills.
It is very useful and friendly to use. You don't have someone just to use Genesys. It will show you personally how to use it and how easy your work is if you use Genesys.
Genesys Cloud CX (formerly Genesys Cloud)