Item: Genesys Cloud CX
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Our Member Services uses it to handle calls and the scheduling of agents. Creating separate queues based on client and skills is a significant asset to the organization. Our team has mainly been using Cloud to view interactions for various purposes, including assessing recordings and pulling call information. It has helped find pain points, track the success of new features and updates, and gather data for specific projects. We have begun a project with the Learning and Development modules. We have also just started working on adding Live Chat functionality through GC CX to provide an additional method of contact for members during off-hours. Additionally, the Gamification feature is something we are looking at implementing.

Pros and Cons

Queueing makes scheduling agents with different skills who handle other clients much easier.
Monitoring capabilities - it provides transcripts, audio, as well as screen recordings.
Vendor marketplace - it provides several quality integration partners.

The Learning and Development modules are a new feature and could be excellent once additional functionalities have been added.
Data reporting capabilities.
It would be great if there was a way to be able to follow the customer journey in the sense of tracking calls/callbacks/etc.

Return on Investment

Enhanced training experience
Greater intuitive UI for agents
Improved visibility for managers

Alternatives Considered

N/A

Key Insights

Do you think Genesys Cloud CX delivers good value for the price?

Not sure

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?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

Likelihood to Recommend

It is well-suited for managing a call center for several clients. Genesys Cloud CX may be overwhelming for smaller businesses and operations due to the number of features and levels it contains.

Genesys Cloud CX Use for Software Supporting Consumer-Directed Healthcare

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)