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