Genesys

My main use case for Genesys Cloud CX is for better interaction, which is managed via voice, chat, and routed via an agent. I often use it for interactions, and whenever there are created leads and records, we get notifications on Genesys Cloud CX. We manage all the customers via Genesys Cloud CX itself, which is again integrated with Salesforce.

A quick, specific example of how my team uses Genesys Cloud CX to manage a customer interaction recently involves using a marketing tool called Eloqua, which is the primary tool integrated within Vodafone and Salesforce. We run different campaigns via Eloqua, and if the lead is qualified, we convert them into customers, which are then stored within Genesys Cloud CX. All the follow-ups are managed within Genesys Cloud CX, including tracking negotiations about deal proposals, rejections, approvals, and commercial approvals. Everything we track is done on Genesys Cloud CX itself.

Regarding my main use case or how Genesys Cloud CX fits into my workflow, our main customer relationship management tool is Salesforce. However, it does not have capabilities for direct customer interaction, as Salesforce is integrated within Charter but does not provide a facility to connect directly with customers. In such cases, Genesys Cloud CX serves as an end-to-end route of interaction between customers and our team, helping us prioritize escalations and any major incidents. It can integrate with external applications and assist with post-call automation and data synchronization, ensuring all interactions happening across users are tracked and automated.

In my opinion, the best features that Genesys Cloud CX offers include its predictive capabilities that match customers with specific agents most likely to achieve the best outcome instead of just sending them to the next available agent. It also has skill-based routing, and the architecture is well-organized.

Genesys Cloud CX has positively impacted my organization by ensuring customer simplicity and growth, which are our top priorities. The consolidation is very effective, protecting customer relations and retention metrics, and since we started using Genesys Cloud CX, our retention metrics have been improving daily. We use AI-driven routing to connect with high-risk customers, adding significant value and reducing potential revenue loss. It has zero hardware footprint, being entirely cloud-based, and requires minimal hardware space. This leads to easy upgrades and troubleshooting compared to other tools.

There is always a chance for improvement with all CRM tools, and as of now, I suggest we need advanced customization in the architecture without the code flow. I have worked with Salesforce, which has built a generative AI allowing for complex flows without coding. I want Genesys Cloud CX to have advanced customization in the architecture. A better version control tool can also help track major changes inside large complex routing flows, and introducing a native side-by-side visual code could significantly reduce deployment bugs. Additionally, I would like there to be improvements in screen real estate management so agents handling multiple tasks can efficiently manage their workspace.

I have been using Genesys Cloud CX for more than two and a half years since I joined Vodafone, which is integrated with Salesforce.

In my experience, Genesys Cloud CX is stable, with no downtime or reliability issues encountered to date. Built as a cloud-native platform, it boasts 100% uptime globally while effectively handling failures.

Genesys Cloud CX's scalability is impressive; it efficiently manages increased workloads and user growth without data loss over five years. It continuously monitors traffic and resource usage across different communication channels, allowing for effective management without interfering with performance.

Customer support for Genesys Cloud CX is excellent. I rarely contact them, but when I do have a critical issue, they respond swiftly, often resolving problems within two to three hours. They provide continuous updates, track issues diligently, and ensure similar problems are minimized in the future.

We have seen a very good return on investment using Genesys Cloud CX, achieving growth of 117% this fiscal year, which is beyond our expectations, mainly due to customer retention and onboarding. With AI capabilities, we save substantial time, as calls are summarized and stored securely now, eliminating repetitive interactions and saving between 30 to 50 seconds after every call.

Before choosing Genesys Cloud CX, our organization evaluated other options, such as Salesforce native routing and tools that used a pay-as-you-go model, but we found Genesys Cloud CX to be the best. We considered Amazon Connect and Talkdesk, but positive reviews led us to choose Genesys Cloud CX.

I advise others looking into using Genesys Cloud CX to integrate their CRM system from day one, as Genesys Cloud CX streamlines customer management by eliminating multiple windows. It promotes usage of its unified interface and embedded framework, allowing agents to focus without juggling multiple tabs. My connections in other organizations could also benefit from the intelligent AI built within Genesys Cloud CX, which significantly reduces after-call work and contributes toward increased efficiency. I would rate this product 9 out of 10.

Genesys Cloud CX is a CTI tool designed for contact center operations, previously resembling Cisco and allowing for softphone technology so you can call customers. I had a call center and also digital shops to connect, and Genesys Cloud CX provided me the opportunity for an omnichannel approach and strategies for contacting and navigating with users.

For instance, when a user was connected to our web page, we received notifications because they were identified as a lead, and we had the information displayed in our CRM, Salesforce, showing that they were currently active on our web page. This prompted us to call them via Genesys Cloud CX, and it included chat and video calls with screen sharing capabilities.

As the product director in the company utilizing this tool, we made Genesys Cloud CX the owner of communication within our customer domain, covering all aspects of customer interaction, except for marketing automation still managed through Salesforce. Everything related to contacting the customer was managed with this tool. The agents speaking with customers, as well as managers and PMs using campaigns, benefited significantly from this tool, providing standardized processes through functionalities like scripters for call centers.

It was a two-way platform for gathering information since we could highlight details for agents to communicate while also automatically collecting information via an AI chatbot listening to conversations and making notes for the CRM regarding discussions. Although Genesys Cloud CX is one of the more expensive tools on the market, its integration with AWS and a native connection with Salesforce justified its costs.

When I referred to flexibility with interactions, I specifically meant predictive routing and the ability to switch between queues. This feature is essential, as many software options propose call direction through an IVR, but Genesys Cloud CX allows us to create dedicated services to gather information from diverse environments.

We could utilize the fact that an agent could view the customer's engagement on our web page, and we also obtained data from the CRM to further support our interaction strategy, even applying skills to agents in terms of language or specific product knowledge. For instance, when we sold cars, we identified agents with expertise in brands like Renault or Ferrari. If a prospect calling in has a particular need, predictive AI routes the call to the most suited agent.

This connects to predictive solutions since it is essential to differentiate machine learning from AI. In my view, the IVR involved more machine learning, analyzing the effectiveness of its guidance and directing interactions as needed. The longer the IVR learns, the more effective it becomes by evaluating agent availability and directing calls to agents based on their skill levels, known in Genesys Cloud CX as the bull's eye approach, to ensure calls reach the most capable agents.

Regarding scripters, I should clarify that Genesys Cloud CX dashboards provide real-time data, showing call counts, satisfaction levels, and pending interactions in the queue. Agents can see their workload and know when to take breaks, with managers benefiting from comprehensive team management. We also created dashboards tailored for point-of-sale locations managed by Genesys Cloud CX, and overall, we have been very satisfied. However, I should note that the dashboards are somewhat basic in functionality, making it challenging for an agent to build visually appealing dashboards compared to other market solutions where drag-and-drop features are simpler.

My overall experience with Genesys Cloud CX has been positive but should be seen in perspective, as nothing is purely black or white; there are shades of gray. While the metrics and system capabilities reflected success, our goal in implementing Genesys Cloud CX was to standardize processes. Thus, we faced challenges related to change management due to the tool's complexity. It required extensive training, especially for predictive elements, because it is a business-class tool not suited for everyone and often demands several months of training.

I have over two years of experience in the relevant field.

Genesys Cloud CX is indeed scalable, yet it requires pre-existing infrastructure preparedness. We achieved notable success implementing Genesys Cloud CX during COVID when home offices were necessary, leading to improved KPIs in customer satisfaction. We decided to extend the solution to points of sale, but encountered hardware limitations. Implementing Genesys Cloud CX and Salesforce necessitated updating our laptops to meet system requirements for optimal performance, confirming that while scalable, it involves considerations beyond just the software.

I did not work directly with Genesys Cloud CX support, as we relied on an integration partner for bug fixes and technical issues. Around 95% of bugs were handled at integrator level, and we faced challenges when issues were escalated to Genesys Cloud CX, as we were a smaller company with limited influence. Often, we encountered difficulties in receiving prompt responses, especially when highlighting desired functionalities between Salesforce and Genesys Cloud CX for future releases.

I cannot recall the name of the older tool we used, but it is important to note that we benchmarked the market before implementing Genesys Cloud CX. Major competitors included Zendesk along with other significant brands, and we opted for Genesys Cloud CX because of its versatility and capabilities as a toolbox, allowing us to tailor it to our needs.

I want to share that, although I cannot disclose specific documents, we spent approximately €200,000, converted from Zloty, on developing Genesys Cloud CX. Previously, we used a very outdated calling system from the nineties and established metrics with Power BI regarding flow management and qualitative KPIs. After implementing Genesys Cloud CX, we achieved a 97% call response rate compared to 80% with our previous self-service software. We also conducted customer surveys to assess perceived improvements in their call center experience, which rose from three stars to 4.2.

There are prerequisites that need to be fulfilled. If these requirements are met, Genesys Cloud CX is straightforward to implement, particularly when seeing it as a SaaS offering and purchasing numbers directly. However, for a larger business like ours, which had over two hundred unique phone numbers for different traffic sources, migrating numbers to Genesys Cloud CX involved complexities and could take up to sixty days, along with increased communication costs. I would rate this product a 9 out of 10.