Overall Satisfaction with Genesys Cloud CX
We use Genesys Cloud CX for our inbound contact center—our incoming interactions with customers.
- Genesys Cloud is flexible enough to manage from a single web browser for a mid-sized organization!
- Robust in real-time visibility of all agents. Part of this equation is that internal communications are elevated (video chat available, group chats, even fax) within the Org.
- We've found our average speed of answer significantly improved with Genesys Cloud.
- Agents appreciate the Profile; having an identity within the Org, rather than simply an operator.
- Built-in Reporting does not cater to a call-centric view of the data. It's Queue-centric, or Agent-priority stats at the moment, although I'm sure with all the reports of this across various review sites, it will be improved soon.
- At this point, unable to log an agent out if he/she accidentally remained signed-in; also unable to change his/her status if a mistake was made.
- Live queue activity and interactions seem to need to be refreshed often to remain current—always behind a bit.
- I think this solution and the pricing structure is actually a little more than we may need now, but as we grow into it, I could see the great advantage of sticking with it. With a little foresight, I think we can make the most of this investment.
We are not currently using automation.
Genesys enabled us to facilitate the operation of our ~150-strong remote operator group with no issues. We are able to scale up or down in a limitless way, day after day. Our operators vary a lot from week to week, and the time of week we have the most incoming interactions is during the weekend, but with Genesys, whether it's busy or slower, we're in total command of our operations with no limits on scalability. This enables instant usage for any and every operator who is available to work. In addition, we find the ease of use quite high for a program of this quality and innovation.
Used ContactOnDemand, Angel.com, Genesys Premier, and several other ACD systems. Genesys Cloud empowers each individual agent a great deal, provides robust features for internal communication, efficient-processing of incoming interactions from every channel for team leads, has a comprehensive Resource Center, community and help forums for agents and even admins. We selected Genesys Cloud because it's the future of Genesys, along with the other "Pure" systems—and we have positive experience with the company that indicates it will deliver on continual improvement, advancement, and even greatness.
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?
Yes
Would you buy Genesys Cloud CX again?
Yes
Genesys Cloud CX Feature Ratings
Using Genesys Cloud CX
150 - Interaction routing and management; analytics and reporting; real-time monitoring; quality assurance, etc. We rely on Genesys to handle the majority of incoming interactions to our Org. Certainly, Genesys Cloud is capable of handling as much as we can throw at it. It's adaptive, enabling, and can devise almost anything you can think of in terms of architecture, routing, even utilizing it for an Omni-channel model.
5 - Supporting and maintaining your infrastructure on Genesys Cloud can be possible with just a few/several people if you have a small Organization. If very small, it would even be possible with just 1-2 people, if you are familiar enough. My recommendation is to get with a Genesys team from the beginning; get some training in their Beyond knowledgebase and then go with their guidance throughout.
- Incoming interactions
- Collaboration between agents
- Dynamic routing of interactions
- Reporting and analytics
Genesys Cloud CX Training
Using Genesys Cloud CX
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Live monitoring is fluid and enables a supervisor, or equivalent, to drill-down easily into each incoming queue
- The interface is designed in a manner I find intuitive to use; it's as close to "seamless" as you can get, I feel.
Yes, but I don't use it
Upgrading Genesys Cloud CX
Yes - Upgrades for Genesys Cloud CX are automatic. You essentially just see the upgrades the next time you login, but are notified of any changes (large or small) via "release notes" in advance, and again at the time of the release. I like this feature, as I generally agree with the releases and find this method to work well for us.
Yes - We changed from the Premier edition of Genesys (much reduced, earlier version) to Genesys Cloud CX in late 2018. We chose to change as they were phasing out the Premier edition and Genesys had really been a wonderful company, constantly growing and updating, modernizing. We decided to remain with Genesys, as they've more than provided for our needs.