We use the solution for workforce management and quality assessments for recordings.
Genesys
GenesysExternal reviews
7 reviews
from
and
External reviews are not included in the AWS star rating for the product.
An omnichannel solution that helps with workforce management and quality assessments for recordings
What is our primary use case?
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)
A powerful workforce management tool
What do you like best about the product?
I really love the API platform and the handy user interface.
What do you dislike about the product?
The lack of functionnality in comparison with other solutions.
What problems is the product solving and how is that benefiting you?
We need to train our agents with a knowledge database to correctly respond to our customers.
showing 11 - 12