A solid system with a diverse toolset to adjust to varying business needs
December 28, 2019

A solid system with a diverse toolset to adjust to varying business needs

Eric Sundquist | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

Genesys Cloud is implemented for our stores and dispatch operations to organize call routing for customers. The implementation started with 10 locations and has grown to over 60 in two years. It alleviates call volumes to the stores so the salespeople can focus on customers in the building and helps direct after-hours services to the appropriate dispatchers.
  • Structuring call response prompts to enable call center personnel to respond like they're physically located on site.
  • Seamless transition to the correct phone queues based on business operation hours.
  • The admin menu layout is very busy looking. Some icons to adjust the way the page is read would increase overall readability.
  • Additional search groups in the directory menu to allow multiple ways to group users, such as: region, province, catchment area.
  • Provides less customer hang-up and higher call-answer volume.
  • Increased overall phone sales

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?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

Genesys Cloud is best implemented for areas that require a high level of configuration and for spread-out teams. It's very apt at applying the right person with the right skills to answer each call. However, due to the variety of network infrastructure across Canada, it's less suited for areas that have poor internet bandwidth.

Genesys Cloud CX Feature Ratings

Agent dashboard
9
Validate callers
9
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
7
REST APIs
9
Call scripts
9
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
10
Omnichannel inbound routing
9
Recording
Not Rated
Quality management
Not Rated
Call analytics
9
Historical reporting
8
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated

Genesys Cloud CX Support

There is a very quick response time from Genesys for Genesys Cloud related events, and the notifications arrive often before our business has seen any issues. The knowledge base is easy to reach and searching is very well optimized. It doesn't take long to find the information required for setup or to resolve issues.