Genesys Cloud CX Reviews and Ratings

Use Cases and Deployment Scope

Genesys Cloud CX serves as a powerful tool that provides multi-channel service, including voice, chat, and email. The platform addresses elements that facilitate the customer journey through self-service and also offers the possibility of integration with other solutions, such as CRM, which brings more value to the business.

Likelihood to Recommend

Through the Execution History function in Architect, partners could perform troubleshooting with greater agility. There is still considerable difficulty for customers to understand that there are no queue-specific locks that agents can transfer. For example, area A cannot transfer to area B. Currently, the permission is universal, and it is often necessary to leave the client stuck to the service script.

Use Cases and Deployment Scope

Western uses Genesys Cloud CX as our modern day contact centre solution. This enabled a major upgrade over our old technology which was decades out of date. With multiple contact centre customer service teams, Genesys provides and all in one solution and has opened up new channels never available for us before. With it we service the support needs of our many thousands of students.

Likelihood to Recommend

Genesys is a fantastic solution to open up new contact service channels such as SMS, WhatsApp, or email in addition to the traditional use of Phone. The ability to be flexible with the channels we use to support our students has greatly improved their experience e and satisfaction. It has also enabled greater quality assurance with ease of Supervisor oversight.

Use Cases and Deployment Scope

We needed an omni channel platform which would give us the flexibility to work from anywhere in the world. It would allow us to setup any minor changes inhouse rather than waiting for a vendor to deliver them. With Genesys Cloud CX , we can use Voice, Email and Digiyal channels in a single platform. It also gives a flexibility to work from office or home or a remote location with a very minimal setup.

Likelihood to Recommend

It really allows you to use the omni channel functionality very well and where it lacks there is an option to add in an App foundry partner to fulfil that requirement. The email module needs a few more options to give flexibility like outlook while drafting and sending emails. The WEM module needs much improvement but alternates are available in the App foundry.

Use Cases and Deployment Scope

Genesys Cloud is outright the best tool to tackle every omnichannel implementation. The way it can handle and integrate with everything, the performance, how easy it is to get going, how logical the tools are displayed, and how fast it is to deploy new solutions and fixes within the platform. It is great.

Likelihood to Recommend

Genesys Cloud is outright the best tool to tackle every omnichannel implementation. They way it can handle an integrate with everything, the performance, how easy it is to get going, how logical tools are displayed, how fast it is to deploy new solutions and fixes within the platform. It is great.

Use Cases and Deployment Scope

We use Genesys Cloud primarily for our contact centers across various regions. We use both inbound & outbound calling functionality - including ACD, dialer, queues, outbound campaigns, etc. We also use the inbound "messaging" functionality for asynchronous web chat. Beyond this, we use automation from Architect flows to facilitate self-service functionality. Genesys Cloud helps us reduce the number of touch-points and the number of contacts we have to handle manually.

Likelihood to Recommend

Great for large centers with multiple sites, particularly if you are leveraging Genesys Cloud Voice and let them "be the carrier".

Handles queues and campaigns well. Powerful when fully optimised but can be built over time.

If you want to be able to build a third-party application to suit your business requirements, Genesys has a lot of API endpoints to allow this.

Less suited to smaller orgs or orgs that only need simple flows - as the per agent cost can be expensive, and some features require additional licenses (and expense) on top.

Use Cases and Deployment Scope

We currently use Genesys as our phone-based telecom provider. We have a standard DTMF IVR, with capabilities of an outbound dialer as well. Genesys allows us to handle our call volume with almost no downtime, allows us to manage schedules for our call center and reach out to potential members quickly and efficiently with the outbound dialer.

Likelihood to Recommend

Genesys is well suited for our business needs, from having a capable dialer for outbound calls and being reliable in uptime availability for the platform as a whole. They have more to offer in terms of chatbots, other modes of communication, and AI capabilities that we are excited to explore and determine how they will meet our business needs.

Use Cases and Deployment Scope

The use of Genesys Cloud CX enables our staff to manage customer voice interactions, delivering personalized customer service. The platform is scalable, and the primary use case spans operational customer and IT helpdesk support. It significantly reduces the wait times and helps us monitor CSRs. The use case can be extended to include providing the Web messaging channel, Outbound campaigns, and QA Evaluations in the next phase.

Likelihood to Recommend

We use Genesys Cloud CX as our unified contact center solution, allowing remote operations and centralized management. Outbound and internal staff calls are well-suited scenarios and are mainly used for our organization. We need to identify who is making the call, how many are involved, and where the call is being directed internally.

Use Cases and Deployment Scope

We use Genesys Cloud for different things. We use it for customer interactions, scheduling employees and creating dashboards and reports. Some problems that I've noticed with Genesys Cloud is that it doesn't work when its open in multiple tabs. It misfunctions or freezes sometimes. Screen freezing is a bit often.

Likelihood to Recommend

I think Genesys Cloud is well suited in a call centre environment. Its a great tool to answer calls and record them. Scheduling is also extremely simple on Genesys Cloud. It extracts information directly from the files and automatically does the job by giving very less commands. Generating reports and comparing them is also a good feature.

Use Cases and Deployment Scope

We have Genesys Cloud Cx two licenses for the East and West regions. As a SaaS product-based company, we have an integration with Genesys Cloud CX. We see Genesys as a major player in the contact centre market, and they have one of the largest customer bases. Therefore, if a Genesys customer is an end-user and wants to purchase a license for our product, we must ensure that we integrate our product & solution with Genesys. Now, Genesys has extensive capabilities in terms of both inbound and outbound call control for any small, medium-sized, or enterprise-level business. Additionally, they have a method for configuring messaging that is utilized extensively after Agent escalation.

Likelihood to Recommend

Starting a contact center to handle large volume of customers per day - For promoting the business for outbound campaigns - With the Genesys architect you can design complex post Agent esclation flows - You can use Genesys to forward a call to any external IVR(Automation) bot - There is integration of Genesys adapter with Salesforce, in case some enterprise want to utilize the same Genesys license for Salesforce, they can do it.

Use Cases and Deployment Scope

We use Genesys Cloud CX as a versatile contact center tool that allows us to address various operational needs, such as:

Appointment confirmations

Database sweeps for the collections department

Payment agreement and due date reminders

Verification of customer-provided information

Automated WhatsApp campaign delivery

Use of voice bots to provide informative responses based on our database

Among other functionalities that enhance customer interaction and streamline internal processes.

Likelihood to Recommend

The best scenario is used in IVR performance to use dynamic routes based on schedules and properties. The most difficult scenario is the use of AI relationships, which is highly requested to replace employees.