Genesys CX.
September 30, 2024
Genesys CX.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud CX
For omni-channel requirements, deflect calls to non-human-assisted channels. Use bots and conversational AI to enhance customer experience.
Pros
- Easy to integrate with 3rd party CRM solutions.
- Agent desktop look and feel.
- Routing config or Call flows.
Cons
- WFM scheduling and forecasting.
- Analytics
- Disaster recovery.
- Positive impact on Agent satisfaction survey.
- Positive impact on Productivity and AHT KPIs.
- Negative impact on monthly Cost outflow.
Acknowledgment helps agents with real-time guidance and agent assistance. It also helps to reduce the AHT.
The impact is positive on both Customers and Agents, elevating their experience on the Cloud. Genesys provides lots of APIs for ease of integration.
Both are equally good and competitive feature set.
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
Comments
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