Item: Genesys Cloud CX
Rating: 8
Author: John Keefe

Use Cases and Deployment Scope

We use it primarily as a phonebanking program for customer-facing sides of our business. It helps us keep track of client information, and lets us log what we've said to them - so we don't repeat information to the client, or spam them with redundant calls. We also use it to easily transfer calls between the various case managers and tax accountants who might work on the same client's case at different times.

Pros and Cons

Log client information so it's easily accessible and can be edited unobtrusively.
Transfer calls quickly between departments or employees.
Store and recall data quickly and efficiently.

Occasional server outages.
Lack of hotkey features (or at least, lack of notation as to what these might be).

Return on Investment

We've become much more adept at transferring between phone lines, reducing miscommunications.
Call scripts are a huge convenience to our sales team.

Key Insights

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?

Yes

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

Other Software Used

Node.io by SugarCRM, Microsoft Teams, Epicor Eclipse

Likelihood to Recommend

As a file clerk, I'm often in contact with client's physical mail, including sensitive documents such as birth certificates or passports. Genesys allows me to connect quickly with the relevant case managers so I can inform them as to what we've received. During covid with much of our office working remotely, it's extremely helpful at times to connect quickly with an employee who is actually holding the client's personal documents. This reduces stress at every stage of our tax resolution process.

An excellent tool for customer interactions

Overall Satisfaction with Genesys Cloud (formerly PureCloud)