Genesys Cloud CX

Perfect for call centers

Commenti: I'd say it was overall an 8 out of 10. It's important to have call recordings but the use of it was easy.

Aspetti positivi:

How easy and quick it is to dial numbers in just one click. Also the transfer tool was friendly and very optimal. Easy to use.

Aspetti negativi:

The call quality and the recording of the calls were sometimes not heard.

Pleasantly Satisfied with Genesys Cloud CX

Commenti: We have has a positive experience with Genesys from a technical perspective.

Aspetti positivi:

This system have massive potential for customization and reasonable API coverage.

Aspetti negativi:

The post sale support is not the best, we often need struggle to bring Engineers up to speed before they can troubleshoot issues.

A Robust Tool for Modern Businesse

Commenti: In short, is a powerful tool that, despite its complexity, can significantly enhance how businesses interact with their customers.

Aspetti positivi:

It integrates everything seamlessly, making customer interactions smooth and efficient. The built-in AI is a game-changer, predicting customer needs accurately. Plus, the user interface is super intuitive

Aspetti negativi:

It can be a bit overwhelming at first. There’s a lot to learn, and the sheer number of features can feel daunting. It’s powerful, but it definitely has a learning curve.

Better than most CX softwares so definitely a must try.

Commenti: One of the best and most widely used Customer Experience products for a 360 customer service software.

Aspetti positivi:

Has a dense set of features and applications for customer facing solutions.

Aspetti negativi:

It can become very easy to overly rely on Genesys without integrating it even when integrations are currently being implemented. This is because it has so much to offer it becomes distracting.

Smooth Operator

Commenti: A telephony tool that works and delivers

Aspetti positivi:

Features rich tool to enable smooth customer service operation, inbound call recording and phone queues management. Configurable dashboard set-up

Aspetti negativi:

No notification to the users when it is disconnected due to network instability

Detailed and Suitable Customer Assisting Platform

Commenti: The determination that Genesys Cloud CX has in allowing customers give their mind effective and useful.

Aspetti positivi:

Genesys Cloud CX has established accurate customer help, which brings an immediate live chat for customers.

Aspetti negativi:

Genesys Cloud CX has nothing compromising in matters customer help.

Simplify the Stack with a Multifunction Replacement

Commenti: Working day to day in Genesys Cloud has been wonderful, most functions are straight forward and logical.

Aspetti positivi:

Genesys Cloud provides so many features that are very easy to dive into.

Aspetti negativi:

There isn't a lot of 3rd party guides or learning materials (yet).

spectacular

Aspetti positivi:

easy to adaptacion for contaccenter agents

Aspetti negativi:

some limitations in the chatbot, functionality continues to grow

Genesys Workspace user

Aspetti positivi:

The program itself is accurate for the most part

Aspetti negativi:

times out and difficult to initially use

Great features in one platform

Commenti: It allows us to provide a more comfortable experience to the customer with functions that make them feel that they are important and we listen to their complaints or claims to solve them.

Aspetti positivi:

provides various benefits such as1. easy use and initial setup2. Improves communication with the client3. self-service 24 hours a day, 7 days a week4. They are always up to date with new technology5. Go from chatbot to live agents in seconds

Aspetti negativi:

Maybe I would like them to improve in the training part, I felt that at the beginning I was lost among all the functions without being able to take full advantage of them.

Genesys Cloud CX review

Commenti: less hardware print in our data centers. A lot more ease of use for our end users. Integrations from 3rd parties with Genesys. API driven.

Aspetti positivi:

the ease of use from Engineering, administration, and end user perspective. Also, all omnichannel offered in one UI.

Aspetti negativi:

most of the time support. It can take some time to get them on the same page with you regarding concerns or issues.

Best on premise to cloud transformation of contact center application

Commenti: Over 1.6 years of experience in Genesys cloud. Also worked with Amazon connect but the most user-friendly and easy-to-use Genesys is the preferable one.

Aspetti positivi:

Genesys cloud has both architect and agent desktops it depends on the license. It is easy to build and test the flow. Scheduling and agent desktop view is best to experience. Inbound, outbound, Bot flow, Web messaging, Secure flow and email, etc. its like omnichannel supporting

Aspetti negativi:

Still, there is a lag on the architect's side. Example: Genesys support only limited languages so other than the non-supported language we have to select Google TTS. Sometimes it doesn't work properly

8/10 product for now, as this product gets better will easily be a 10/10 product in the future

Commenti: I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future

Aspetti positivi:

It was easy to implement and start up. For my company as we had multiple software for our CRM, Genesys Cloud really made it easy as it is all in one software

Aspetti negativi:

Some areas still need to be developed, such as the reporting and the Workforce Management addon

Great Journeys begin at Home.

Commenti: Customer experience is improved and and marketing is working better.

Aspetti positivi:

Remediating our on premise legacy aging PBX & Call recording suites of applications and hardware.

Aspetti negativi:

Some of the integration points were weaker and more difficult than the Genesys Connect solution, as GC was getting up to speed 2 years ago.

G Cloud

Commenti: Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G Cloud is not as "self sustaining" as we were lead to believe but as we move through the learning curve we see less struggle.

Aspetti positivi:

Everything inside G Cloud is very user friendly. The features and integrations that are available have helped our organization grow and develop to be more productive and innovative.

Aspetti negativi:

There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail. Specific configurations are not always playing nice with each other.

Genesys is way ahead of it's competitors in multiple quadrants

Commenti: Moving from a legacy system, to a modernized cloud based solution, cleaned up all our on-premise infrastructure, simplifying our technology stack. As well as providing us the ability to easily configure and deploy new IVRs and Callflows, while giving us the ability to quickly start using advanced features like Speech & Text Analytics and Workforce Management

Aspetti positivi:

- Ease of implementation & configuration- Workforce Management- Pre-built Integrations

Aspetti negativi:

- Agent Scripting needs a rebuild, it's old and hard to work with- Importing new agents is old and hard work with, needs to keep up with the features and functionality- The Salesforce External Routing feature isn't well documented or understood

Genesys Cloud CX

Commenti: Customer Service is simplified through use of the effective helpline.Reporting on agent performance.

Aspetti positivi:

The application allows you to make clear outbound calls to customers. You can also put on hold a customer or add another participant on the call(conferencing).Customer service agents are able to receive call and emails from customers, this has improved customer service and experience since there issues are attended to in time.

Aspetti negativi:

So far the application service right and nothing negative about it.

Genesys Cloud

Commenti: All in one contact center.

Aspetti positivi:

Easy to deploy. Different licensing packages for different size businesses. API's can connect to almost all third party products.Amazing Analytics, Queue Routing, etc.

Aspetti negativi:

Workforce Engagement Management could use some updates which Genesys is actively working on.Surveys could use some updating.True Screen Cloud Recording could use some updating.Mobile Web Messaging could use some updating.

qa

Commenti: all

Aspetti positivi:

flexible but daily user for work for daily event

Aspetti negativi:

complicated but daily user for work and

PureCloud is easy to navigate and I appreciate that there are continuous improvements being made.

Commenti: Ease of connecting all my agents and the ability to easily move agents as needs changed. Adding customers quickly and being able to provide dedicated, specific customer service for their customers. Also, being able to have control of changing messages. In my previous software I was supposed to provide 24 hours notice if I wanted the inclement weather message played because we needed to close - we are in Wisconsin - we don't really decide to just close 24 hours in advance, we wait and see if it is really necessary and then proceed. Having that ability to change with changing/time sensitive situations also extremely helpful.

Aspetti positivi:

Hands down - ease of training new agents and getting them up and running is my number one. Also, I have transitioned from 3 separate systems for Outbound, Email/Chat and IVR and now all of my agents are in 1 system AND can communicate with each other! We have a much more customer-centric experience for our customers with better flow and getting them to the person who can help them the most without asking them to call back a different number. We are also able to house all supporting documents within the software - so we have cleared cubicles (which, let's be honest, are already small to begin with) of training binders, updates, FAQs, scripts and other resources. We were also able to move to USB headsets, further saving monthly land line expenses as well as improving sound quality for both the agents and our customers. Ease of scalability is one of the reasons we went with PureCloud as we were maxing out and having a difficult time going up/down in seats and be agile about it previously easy to add, difficult to remove. I find the Resource Center helpful and I am able to add or change things within PureCloud through the step-by-step directives. I also really like that there are improvements being made daily to PureCloud (weekly release notes) and it shows the proactive stance that Genesys takes with the product and not waiting to make annual overhauls to the product.

Aspetti negativi:

I would have to say my greatest pain point is reporting. Canned reporting within PureCloud is limited and there have been minimal modifications made here. The data is available through the API but without having that resource internally, I rely heavily on running my own data for the operation from contact center stats to generating information for invoicing clients that we provide 3rd party contact center services for. This is a sticking point for me. Additionally, the script writer is a bit cumbersome - improvements are coming on this one, but at this point I don't load a full script, I only screen pop information regarding the account because it is difficult to build and have it make sense for what I need it for. Biggest issue? Everything is plain text so all my bold, colorized, hyperlinked etc. all disabled.

Feature Rich, easy to use Telephony Systemz

Commenti: Genesys Cloud has been amazing for our company since moving across from PureConnect. In this new "Work from Home" world we live in, it has been a massive contributor and backbone to our strategy and has allowed us to continue operating successfully during the Covid period.

Aspetti positivi:

It is very easy to find my way around, make quick changes on the fly and administer from anywhere in the world. The amount of new features coming out weekly was also a huge selling point for us and watching the system grow and evolve has been fantastic.

Aspetti negativi:

I would like a few more fine-grained features such as being able to customize the hold experience per flow and being able to take some of the global features and making them IVR/queue based due to requirements of different brands that I manage.

Amazing business interaction system with mobility and flexibility

Commenti: The experience with Cloud CX has been amazing. The backed end (architect) is very easy to use and if you can work a visio diagram you can create a call flow. The baked in skill based routing and time of day route decisions is setup very well.

Aspetti positivi:

Our ability to run our entire phone system in the cloud and connect from any device with an active internet connection kept us in business through the initial pandemic shutdown. Not being tied to a physical location while having such a complete suite of features has been paramount to our success as an organization over the past couple of years.

Aspetti negativi:

I really do enjoy everything about the software including the new feature releases each month.

99% Sunny and Hot with the odd occasional downpour

Commenti: The overall experience we have had is a great one with a few niggles I would say to describe the downsides. The main experience moving past the building and testing stage into full BAU was another great experience as the support during the early stages was nothing less than exemplary. The issues that abounded with our previous dialler software supplier have now been remedied by our decision to align our business with the Genesys product Purecloud. We are now investing our time and efforts to implement Pureclouds growing functionality to unify our communications Chat, Email, SMS and Social and integrate these with the voice channel to improve the customer journey everytime they wish to communicate with us.

Aspetti positivi:

The ease of use when building the infrastructure to run all the different brands and departments here at Grove & Dean, the stability of the Platform as we are open 24/7 and have only a small team in support of the system. The ease of use, for the agent with the simple yet full featured agent interface and desktop environment. The roll out of new features or improvement of existing ones, the visionary updates from the Genesys senior team and the ability for the users to influence the shape of the platform through the ideas Lab and the fact that they "LISTEN" to the users. Lastly, which is not really a software benefit, the community of users that are sharing their experiences for the greater good for all.

Aspetti negativi:

The support post "LIVE" - Processes too long, lack of knowledge and experience in the first line support team, no immediacy, solutions not always valid and some of the Self Service referral techniques support attempt to use to justify their solutions.

A Game Changing Dialer tool

Commenti: Genesys Cloud CX is good, but not that good as Ameyo. I enjoy more features in ameyo like conference calls, call mute. In Genesys call divert option available, but we don't know whether they are online or offline.

Aspetti positivi:

The best about genesys is it's clarity of calls through VoIP. The auto call recording feature helps a lot in auditing the client calls for future references, at the same time all the calls are automatically stored in the cloud, we can download them if required. Good customer support with immediate response.

Aspetti negativi:

The server line is busy sometimes. The DID extensions failed often, so we have to work with new DID frequently.

Great Contact Center Software

Commenti: Genesys solved the problem of excessive call volume by providing more options to communicate with our customers. Also has assisted greatly with reporting and analytics.

Aspetti positivi:

The user friendly layout, and easy to navigate dashboard, makes for an easy user experience and very easy to train and assist when questions arise.

Aspetti negativi:

Salesforce integration is not the most intuitive.