Genesys Cloud CX

Formerly Genesys Cloud

Genesys Cloud (formerly PureCloud) is currently being used in two departments with two other departments and one main branch company in Australia piggybacking on our system during the lockdown in New Zealand. This was the main benefit of us moving to Genesys Cloud (formerly PureCloud)--great timing that we had this implemented before the pandemic hit New Zealand.

We are the system integration company for CC and telephony systems. We want to implement the Genesys Cloud to our customers. Now, we are working on our first project based on Genesys Cloud (some new customer).

It is used for our Contact Center - 150 agents making healthcare reservations. Previously all agents were on a legacy Alcatel platform and although it was robust and delivered basic ACD features, it wasn't advanced enough for new business requirements (Quality Monitoring, Workforce Management, Analytics, and advanced routing). Biron was an early adapter of implementing Pure Cloud in 2017. Since then, the agent count has increased and the knowledge of managing our contact center with Genesys Cloud CX.

We use it for our Admissions, Promotions and Business Office. Before Genesys, we had no measurable way to track productivity or measure quality assurance. Genesys has helped us measure and implement both of these features. It has improved our efficiency and our productivity. Additionally it has added much more robust reporting capabilities we didn't have before, especially with its integration into Salesforce, and use of dashboards for real-time reporting.

We use Genesys Cloud CX to provide contact center solutions to our clients. We provide consultancy for features like inbound routing, voicemail, call back, outbound campaigns, workforce management, quality management, designing IVR, and creating Digital channels like chats, SMS, emails, and social media. We also help our customer maximize their budget and avoid additional costs by providing the most optimal solutions to their problems and requirements.

My organization is new to Genesys Cloud CX. We went live at the end of December 2021. We use this as our primary communication platform and contact center. We use a number of disparate systems and are working to integrate them and streamline some of our human processes. Genesys Cloud's data actions have been amazing for this purpose, allowing us to quickly pull in or push out whatever information we need using their well-documented API.
Edit:
Their customer support is a joke. I have had several critical tickets open for months with no progress. It does not help that, as a customer, you are not actually allowed to submit tickets. You are at the mercy of whoever sold you the software to appropriately communicate the issue to Genesys. Even when the issues do make it to the customer support engineer with all the information intact, they will ask you to produce network/console logs regardless of whether they are relevant to the issue at hand. The entire experience has been destroyed by their complete lack of vision when it comes to supporting the users.

We currently only use voice, but the great thing about Genesys Cloud CX is that we can grow as a company and continuously improve our contact centers. We have integrated Genesys Cloud CX with a pure cloud so that we have a 360 view of the customer. We aim to implement chatbots, and voice bots in the near future.

We use Genesys Cloud CX mostly for our development of integrations to other back-end systems, as well as using it for our own business needs. We implement and support Genesys Cloud CX, so it is intricate to our business on many levels. Genesys Cloud CX instantly addresses the business challenges of proving a platform that can fully power a sophisticated contact center but also serve business users very well. Also, Genesys Cloud CX makes it very easy to integrate into other systems via the robust APIs offered. This allows you the flexibility to really solve any business issue by connecting it to your contact center as a hub of activity, engagement, and important metrics and measurement of your success through reporting and WFM.

I am a Genesys Cloud CX support engineer, using Genesys Cloud CX on daily basis and assisting our customers with daily tasks, such as troubleshooting and setting up new features.

Adobe Marketo Engage said it perfectly. Genesys cloud offers flexibility at scale to tackle your company's digital needs. We are in the implementation stages with Genesys, and our experience has been fantastic. Genesys blew the competition out of the water throughout the RFI process with its offerings. It will improve our customer and agent experience and provide ROI within three years. Our company currently uses two other prominent vendors in our service center, and we will be able to cut ties with both and focus on one full-scale solution with WFM and other upgrades we did not have with the other vendors. Today we have a manual WFM process, and Genesys will help us automate QA, WFM, and Agent metrics tracking, among many other great features.

We use Genesys Cloud CX as our contact center solution for our customers to call in and request assistance for our Accounting product. The business problems Genesys Cloud CX addresses: 1) Contact Center integration into Salesforce for our support analysts which is their primary case management platform 2) Real-time call and queue insights for contact center resourcing 3) Routing calls based on product skillsScope of our use case is voice calls only at this time - future use cases will include SMS and chat
We are looking to refine our call flows to add in queue based routing and sending Genesys insights via API's into Salesforce to enhance our reporting. This will allow us to gain deeper insights into our customer calls and be able to analyze call patterns to develop richer reporting metrics. We have also created an Agent Permission Set in the Genesys App for our agents to leverage so that they see their incoming call patterns and agent queue availability.

Our Member Services uses it to handle calls and the scheduling of agents. Creating separate queues based on client and skills is a significant asset to the organization. Our team has mainly been using Cloud to view interactions for various purposes, including assessing recordings and pulling call information. It has helped find pain points, track the success of new features and updates, and gather data for specific projects. We have begun a project with the Learning and Development modules. We have also just started working on adding Live Chat functionality through GC CX to provide an additional method of contact for members during off-hours. Additionally, the Gamification feature is something we are looking at implementing.

Genesys Cloud CX is seamlessly integrated into our platform. Thanks to it we have addressed the connection and clarity of our phone interaction with our clients.

Genesys provides our softphone service for international customer support. We have a relatively simple setup of routing logic that attempts to route calls to the appropriate CS reps. Genesys also allows us to monitor queues activity and certain high-level metrics.

Genesys Cloud offers us the flexibility and function in a single platform so our agents don't have to learn different systems. Agents, supervisors, quality managers, and admin all use the same platform.

Genesys Cloud [(formerly PureCloud)] is used [by] my organization for rapid development and implementation of Business Requests with ease and hassle free maintenance of in-house infrastructure. Currently some of the new line of businesses are serviced on Genesys Cloud and the plan is to gradually migrate remaining departments to Genesys Cloud for better customer experience.

My team and I built, implemented and maintain the WFM area of the software. We utilize this program to create forecasts that help us create and maintain schedules for over 550 team members, including management. We have been attending meetings with Genesys developers to improve and expand the utility of the product. We also utilize adherence and performance reports through the linked EMite systems.

Genesys Cloud was implemented to offer a contact center solution and to displace an on premise PBX. The premise was to migrate to a full cloud solution, to mitigate lengthy upgrades, and to offer a seamless solution end-to-end which with a feature-rich product.

We used Genesys daily and I think it is very helpful because it notifies us if we are doing the right thing or if we are on the right path. Thank you, Genesys for making our life easy!

I use Cloud CX as an incoming and outgoing call software. It is directly linked to our patient database so I can access files with one click and know who I am speaking with for approx. 90% of calls. We can easily transfer to internal departments - and consult between reps as well as transfer out to other lines. Additionally, we can set callbacks by rep in the system ourselves for future dates if follow-up is needed. The system also allows tracking of productivity for each rep as well as on a teams basis. I can view my assigned schedule in the system and get reminders of breaks, meals, and callbacks as well.

We use Genesys Cloud across every department in our organization. It powers our Contact Center with key features like ACD, IVR, omnichannel support, workforce management, quality management, real-time analytics, and more. Their API first microservices architecture has allowed our developers to integrate our line of business and mobile applications for improved productivity and customer service.

Genesys Cloud is currently the contact center solution for a few departments within the bank. Customer Support, Sales, Investments and Internal Support. Telephony, chat and report features are integrated with custom applications and voice resources integrated with our Avaya corporate system. It addresses the need for efficient and organized customer support, proper telephony resources in order to contact external & internal customers as well as chat and cobrowsing resources.

We currently use Genesys Cloud CX as our call center provider. We had many issues using a former app-based program. I can turn on and turn off various extensions, forward, and override calls whenever needed

I use Genesys Cloud CX in a number of ways with a number of clients, from Sales and Marketing to Customer Support and experience.