Item: Genesys Cloud CX
Rating: 10
Author: Glen Tylee

Use Cases and Deployment Scope

Genesys Cloud is used to manage all daily shareholder and customer interactions within the service centre environment. Fonterra has over 10,000 shareholders and is responsible for 30% of the worlds dairy exports so maintaining and measuring contact with these key groups in real time is imperative to our success.

Pros and Cons

Real time reporting was something that attracted us to Genesys Cloud as this gives us the ability to react quickly to announcements, natural disasters and other events which we need to be across in a moments notice.
The ability to quickly listen to a call and evaluate was particularly attractive as this is something that was lacking in our previous system.
The ongoing support by the third party provider was a big part of why we chose Genesys Cloud, as continuous improvement is a focus for our department and the knowledge that they brought to the table was significant.

Some basic upgrades in some areas could be improved i.e. reporting, being able to download interactions to a non formatted excel workbook etc.
A more stable environment. There tends to be errors that are unexplained and we can't reproduce. A better way to log issues with our third party or Genesys.
I feel a desktop application may be more reliable than a browser, I personally would prefer this than have to consider browser issues when diagnosing an issue.