Genesys Engage to Genesys Cloud CX

Our contact center utilizes Genesys Cloud CX for voice and digital interactions. It addresses our telephony and most digital needs. Its flexibility and scalability allow us to adapt quickly to evolving customer demands and integrate with our existing tools and workflows. Advanced routing and automation features minimize wait times and optimize resource allocation. Also the analytics and reporting tools allow us to identify trends, monitor agent performance, and refine our processes. I have been extrememly impressed with how "hands on" supervisors can be with Genesys Cloud CX.

As a company, we are not utilizing the centralized knowledge base as a whole. I do see a value in this option and it may be something we utilize more in the future, but I cannot speak to this specifically at this time. I can see value in having knowledge articles available and integrated into your workspace for agents.

We migrated from Genesys Engage to Genesys Cloud CX and even though it was within Genesys it was still a large project to undertake. For our smaller divisions that do not utilize email we had a very positive experience in the cut over. However, the larger groups who utilized voicemail, email, and workitems did have a less positive experience in moving into Genesys Cloud CX. We are still working to reduce some of this frustration. From a telephony point of view we are seeing a very positive impact with advanced routing and analytics.