Genesys IVR is a tool large businesses can depend on
March 19, 2022

Genesys IVR is a tool large businesses can depend on

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys IVR

We use Genesys IVR to manage and funnel large volumes of inbound calls to our organization. With multiple teams supporting different lines of business we need to ensure our toll free numbers are routing efficiently and correctly. That is where Genesys IVR comes in. We use Genesys to act as our first line gatekeeper.

Pros

  • Route large volume of clients to the correct queue
  • Enable customization of IVR messages and routing
  • Enable flexibility to control which specific clients get routed to with teams or agents.

Cons

  • Changing IVR messaging or logic takes quite a bit of time and IT hours
  • Requesting a change involves multiple teams. Not seen as an easy task
  • Saves cost of hiring additional staff on the phones.
  • Saves AHT (Average handle time) by reducing the amount of transfers required.
  • Allows the business to handle more clients.
Tested this software. I did not find it met our business needs.

Do you think Genesys IVR delivers good value for the price?

Yes

Are you happy with Genesys IVR's feature set?

Yes

Did Genesys IVR live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys IVR go as expected?

Yes

Would you buy Genesys IVR again?

Yes

Genesys IVR Works, it's efficient, and gets the job done. The support team is good and is willing to help out when issues arise. It is a consistent system that can be depended on by large corporations. I would recommend Genesys IVR as a solution for any medium to large business.

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