Great tool for customer call support teams
August 27, 2018
Great tool for customer call support teams
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
At Red Eye Cyberservices we provide a wide plethora of IT services to our clients ranging from mundane hardware configurations all the way to cutting eye cyber security consulting. Since we have a considerable global footprint we needed a proper customer support solution to handle our client queries. We opted with Genesys Cloud to manage our customer support call centers.
Pros
- Throughout the implementation phase we were impressed by the company's eagerness to help us setup the software in the most timely fashion. We like the product's auto-queuing and wait-time estimation features.
- The product allows you to route calls based on the complexity of the problem and different skill level assignments of staff members.
Cons
- The software performs most of the stuff really well right out of the box.
- The navigation through the internal knowledge base while diagnosing an issue is something that can be improved.
- Customer satisfaction is a prime motivator for making investments in client support tools. We feel that this product has helped us improve our offerings to our clients.
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