We primarily use Genesys Cloud CX for handling customer service operations, where agents receive calls directly through the platform, manage cases, and ensure consistent communication with customers.
External reviews
8 reviews
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Enhanced customer interaction with integrated CTI improves service operations
What is our primary use case?
How has it helped my organization?
It has improved customer interaction by integrating CTI directly into our IT systems.
What is most valuable?
The integration of CTI within the IT system is a particularly valuable feature.
What needs improvement?
There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions.
For how long have I used the solution?
I have approximately two to three years of experience working with Genesys Cloud CX.
What do I think about the stability of the solution?
The stability of the solution is rated highly at nine out of ten, indicating that it's generally reliable.
What do I think about the scalability of the solution?
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
How are customer service and support?
I don't have personal experience with contacting technical support, so I can't comment on that.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Before Genesys Cloud CX, we were involved in a migration program, and Genesys Cloud CX was the chosen solution to replace the previous system.
How was the initial setup?
The initial setup was not too complex, and the deployment was effectively managed within two sprints, approximately two months.
What about the implementation team?
We used a third-party implementation team to assist with deployment.
What's my experience with pricing, setup cost, and licensing?
Pricing feedback suggests that it is less flexible compared to AWS. Overall it's affordable, as indicated by a pricing rating of four out of ten.
What other advice do I have?
Based on my experience, I would recommend Genesys Cloud CX to others as it effectively performs its intended function.
I'd rate the solution eight out of ten.
An omnichannel solution that helps with workforce management and quality assessments for recordings
What is our primary use case?
We use the solution for workforce management and quality assessments for recordings.
What is most valuable?
The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal.
What needs improvement?
The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies.
For how long have I used the solution?
I have been using Genesys Cloud CX for twelve years.
What do I think about the stability of the solution?
I rate the solution's stability a ten out of ten, with a 100 percent uptime in all regions within the cloud for the last year.
What do I think about the scalability of the solution?
The tool's scalability is phenomenal.
How are customer service and support?
In the South African region, customer service response time may be influenced by the small percentage of customers, leading to longer wait times for change requirements.
How would you rate customer service and support?
Positive
How was the initial setup?
Setup is straightforward with a rapid deployment methodology, but customization can add complexity.
What's my experience with pricing, setup cost, and licensing?
I rate Genesys Cloud CX's pricing a one out of ten.
What other advice do I have?
I rate the tool an eight out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
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