An overall great product

We use Genesys Cloud CX in our biggest divisions, responsible for customer support and sales. Given that these two add up to the majority of calls we receive on a daily basis, we needed a product that provided all necessary tools and services - not only to our agents, but also supervisors, coordinators and quality teams, as well as a system that wasn't overly complicated for our admin team.

Currently our company uses mostly APIs to automate services. We utilize Genesys's reports to understand that sections of our IVR in which the customers have a higher contact rate, and that analize if and how we can apply APIs to those paths to create more self service options, preventing transfers to agents as much as possible.

Migrating to Genesys Cloud CX offers ease of use and scalability due to its cloud-based AI capabilities. The platform streamlines data migration processes, making it straightforward to transfer customer information and operational data seamlessly. This transition not only enhances operational efficiency but also transforms the customer experience by providing a more integrated and responsive service environment. Customers benefit from smoother interactions, personalized service, and faster issue resolution, all of which contribute to higher satisfaction levels and improved loyalty.