Overall, Genesys is great
Overall Satisfaction with Genesys Cloud CX
We use Genesys Cloud to manage our call, chat and email channels for customer support. the main advice and priority is to know how your business prioritize and identify the scope of work on the needs for your business .
Pros
- Call recording and reporting.
- The call flow is easy to understand and make changes.
- One single application for phone and emails.
- Admin access facilitates a lot of issues.
- In-house control for any change.
- Reporting overall.
Cons
- The email search is lacking greatly. It's frustrating that we cannot search by keywords.
- Sometimes agents are absent.
- Unable to see open items.
- Unable to log customers.
- Simplifies things and puts it all in one platform.
- Admin access rights improved.
- Improved CX.
Genesys is been a great tool to get implemented on our everyday operation for customer support. now we are exploring on AI utilization on our ivr and self service options to facilitated interactions with customers and savings on staffing and contact volume.
we are exploring the options on ai to see self service, auto ivr routing and more accurate information to customer. We been seen a lot communication on AI and CX to incorporate - we are doing a lot planning to ensure we can see improvements.
- Cisco CMX, Avaya and DPS Outlook Office
Overall it has better reporting, admin access, and features all around. opportunities for self service to take advantage
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
250 - customer support
250 - call center experience and regular phone system knowlegde
- call flow
- email call flow
- customer experience
- reporting
- call recording and evalautions
- eMite reporting
- Admin capabilities
- voice recognition
- link to SAP - ORDER MANAGEMENT SYSTEM
- IMPROVE EMAIL SEARCH
Evaluating Genesys Cloud CX and Competitors
Yes - cisco / Avaya
- Product Features
- Product Usability
- Product Reputation
- Analyst Reports
other teams in the org was using genesys - we were looking for a main platform to control all phone and emails
more time on planning and testing - undertand the full funtionallity more than a demo
Genesys Cloud CX Implementation
- Implemented in-house
Yes - yes there were a lot discussion - I would like to be more breakdown to really understand each channel and requirements
Change management was a big part of the implementation and was well-handled - IT TAKES TIME TO CSRs to get use to a new platform - but after training and getting on use it is fine.
- email handle
- documentation
Genesys Cloud CX Training
- Online Training
- In-Person Training
- No Training
approach is good and easy to display a good understanding and training check during the sessions
Configuring Genesys Cloud CX
make sure you expend time on planning and testing. it is not a waste of time - ensure all the access levels are set and ready to go during your training
Yes - we have customized the interface extensively - yes very easy
Some - we have added small pieces of custom code - u need to prepare a team to make sure they get trained on how to customize
all good - standard is good
Genesys Cloud CX Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Kept well informed Immediate help available Support cares about my success | Problems left unsolved Escalation required Need to explain problems multiple times |
No
it should be already incorporate to the lisences cost
Yes - yes reponse was acceptable
Genesys has a good system to provide updates when something is critical
Using Genesys Cloud CX
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using | Requires technical support Lots to learn |
- call recording
- call flow
- amin
- email search from interaction
- unable to get access to open items or reassign to other agent
- unable to log out csrs
Genesys Cloud CX Reliability
Integrating Genesys Cloud CX
- salesforce
- ivr changes
- reporting
- API (e.g. SOAP or REST)
understanding of your business.
Relationship with Genesys
communication and review agreements
understand the benefits and how can be implemented
Upgrading Genesys Cloud CX
Yes - we continue to focus on learning and improvement - we want to ensure is not impact on our customer we expended a lot time on training and testing to ensure we have the most value and increase on efficiency and improver overall customer experience and our increase productivity on our agents around the country.
- efficiency
- simplify
- customer experience
- time on IVR
- PRODUCTIVITY
- Resources
- efficiency on our self service
- improve customer experience
- resources savings
- better structure
Yes - it is a lot benefits to move to another platform to increase self service on our ivr, simplify access to our order management and utilize our resources on a better manner to focus more on strategic customer focus and escalation to improve our overall customer experience and voice of our customer results for our main product line around the country.
Yes - we tried to expend a lot time on planning and documentation of the process that we need improvement, analyzing pain point and review interactions record from our customers and be more proactive on our results that we want to focus for our new implementation on our IVR and self service that we can add.
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