Great tool for customer call support teams
August 27, 2018

Great tool for customer call support teams

Chris Tice | TrustRadius Reviewer
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.
In my opinion with the implementation of Genesys Cloud our customer satisfaction ratings have generally improved and so have the call agents work satisfaction metrics.

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