Vurderinger av Genesys Cloud CX

Feature Rich, easy to use Telephony Systemz

Kommentarer: 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.

Fordeler:

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.

Ulemper:

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.

Great Software

Kommentarer: Its been a great experience and business is really happy so far.

Fordeler:

Great feature filled product with most of the bells and whistles you need to run contact center and meet your customer needs. Access from anywhere

Ulemper:

WFM and WEM needs little more lift to compete with industry leaders

Not a Big Fan

Kommentarer: Overall, my experience with this software is mostly negative and I don't know if I'd recommend it to other companies who are looking for a reliable piece of software they can use everyday.

Fordeler:

Once you are familiar with the best way to search for calls and how to utilize a call page to get information then the software is easy enough to use. In terms of profile information for agents it works well. I think the Queue activity is a good function of the software and allows me to monitor the status of inbound calls easily enogh.

Ulemper:

I feel like I get inaccurate info with this product. For instance, the duration of calls is never accurate (I mean never). Many times the agent who actually conducts the call does not appear on the list when searching for a call and the timeline can be inaccurate too (not all the time though). My main issue with Purecloud's system is just how often it crashes. I rely on this system daily in order to monitor my agents and I will sometimes need to quickly jump into a call in order to gather info, only to ve given a message that the call data could nto be loaded. I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.

Pleasantly Satisfied with Genesys Cloud CX

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

Fordeler:

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

Ulemper:

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

Genesys Cloud delivers

Kommentarer: As we are still in the grip of a pandemic, using a cloud-based UC and CC solution, as Genesys Cloud, is invaluable to allow our people to work from home or anywhere with internet. As everyone is provided with a laptop and headset, we can guarantee 100% uptime of our Contact Center.

Fordeler:

Combined with other solutions, it provides us with PCI Compliance, agent development and evaluations, work-from-anywhere, in-depth call routing via ACD and IVR, in-depth reporting and stats, scalability and resilience.

Ulemper:

More ringtones needed - only one provided and it gets very irritating when in an office. Email interactions function needs refining.

A good product that is getting better

Kommentarer: Overall we have been pretty happy with the Genesys Cloud application. When we find things that are lacking, we are able to put in ideas for enhancements and some of those ideas have already been implemented.

Fordeler:

We love that the Genesys system provides us with a single system for all our customer interactions. We can handle inbound and outbound calls, chats, emails, and SMS. In addition, all the call recordings and call evaluations are in the same system (or will be when we are done rolling it out).

Ulemper:

I think Genesys has some work to do on enhancing the sorting and filtering capabilities with the various views. I also think there are some issues to work through on the workforce management side, like being able to see a forecasted service level without publishing schedules, or having time off buckets to name a few.

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

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

Fordeler:

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

Ulemper:

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

Genesys Pure Cloud

Fordeler:

It is easy to use this product it is like a rock

Ulemper:

Price policies are not flexible and scalable.

Genesys is a great cloud phone system

Kommentarer: My overall experience is a with Genesys has been great. The cloud is the future of landlines.

Fordeler:

The system is fairly easy to use and it appears to have good security features. The calls are very clear and you have activity history stored in the system. You also have access to voicemail, which can be accessed at any time.

Ulemper:

It is sometimes difficult to understand the menu. For example, I was not sure how to call someone without asking first. I see room for improvement in making this product easier to use.

It proves its value in pandemic of COVID-19

Fordeler:

Cloud based solution with WebRTC client works perfectly when all agents need to work from home.

Ulemper:

Reporting needs to be improved, because it's rigid and hard to customized.

Effective, easy to configure software for mid-sized contact centres

Kommentarer: PureCloud has helped us modernize and improve how we interact with our customers. It has opened new channels to connect with us, and allows us to continue updating and improving the client experience. For the business, our Agents have a clean interface that lets them focus on the clients, our Supervisors are empowered to monitor and manage their teams, and our Administrators can respond quickly to changing demands.

Fordeler:

The software was easy to configure, but powerful enough to handle significant customization for our groups. Interface is intuitive for our agents, and the features for call routing have allowed us to streamline the call-handling process. We have a half-dozen different teams using the platform, and each has unique features to meet their needs. As an administrator, changes can be made quickly to almost any aspect of the configuration allowing me to rapidly respond to any requests. The interface to make changes is entirely web-based, so only an internet connection is needed to do so. Further, having a cloud-based service has allowed us to quickly respond to service outages of our internet and phone systems. Situations that might have otherwise stopped operations entirely now require only a brief outage before agents can begin working again in a new location or with new devices. The provided API is flexible and powerful, which has allowed for further automation and functionality to be built in.

Ulemper:

Supervisor and administrator interfaces are not as well designed as the agent experience. Simple and common tasks are often inconvenient, or difficult to find. Reporting capabilities are sufficient but inflexible. A relatively small number of out-of-box reports are available, and there are some key measures missing from those provided. Access of the raw data through the API allows more flexibility, but with significant additional work. External chat (customer to agent) is currently poor, with a very basic and limited experience. The internal chat is much more feature-rich, but is only used between system users. Support response is quick for Tier 1, but complex issues requiring escalation can be slow to be resolved, this is partially helped by the availability of a priority line for emergencies.

spectacular

Fordeler:

easy to adaptacion for contaccenter agents

Ulemper:

some limitations in the chatbot, functionality continues to grow

Can help businesses optimize customer service and improve customer satisfaction

Fordeler:

Provides a user-friendly interface that makes it easy to navigate and manage customer interactions and offers a variety of integrations with third-party applications, such as CRM and workforce management software, which can help improve efficiency and streamline workflows.

Ulemper:

May require significant customization to fit specific business needs, which can be time-consuming and costly and can be challenging to manage large volumes of customer data and interactions, particularly without proper training or expertise.

Genesys Review

Kommentarer: When you compare the other Contact Center social media tools, I'm pretty sure that genesys did well on this. Previous versiyona has some issues and diffuculties while integration you should be a pro. But now they're making the stuff more eaiser which pretty Fast comparing the past.

Fordeler:

Genesys pure cloud side, we generally use social media integration, which is good to have Twitter and facebook to use it.

Ulemper:

Wish that it also have instagram, YouTube, appstore and googleplay integration features as well rather than providing Professional services.

Genesys Cloud

Fordeler:

It is easy to set up an IVR using Architect. User creation is simple and bulk imports are available. You can separate areas of your organization using Divisions which is beneficial. If you utilize Genesys Cloud Voice as your carrier, setting up and provisioning phones is simple. Also, this is a cloud based application, they are always updating it. Genesys has an ideas page, where you can submit changes you would like to see to the application and vote on other changes that have been suggested.

Ulemper:

The reporting when it comes to segments of the calls and where they are transferred to could be better. It is difficult to determine where calls are going. The system does not currently record calls between users. We have several scenarios where an agent calls for assistance that we would like to be recorded.

Product Review || Genesys cloud

Kommentarer: So , as told i like most of the features and functions of different components. Mine overall experience pretty good and i have learnt lot of new things in this platform, so its really helping me to grow in my career in technical front.

Fordeler:

Genesys Purecloud or Cloud is very versatile contact center product for any size of organisation. I like most of the features of this product out o that most is architect part, its really very easy and flexible for any new requirement.

Ulemper:

As such i don't have any point to describe but one thing i am facing now a days after every maintenance window, lots of bugs we have seen, again its takes couple of hours to rectify. I thing we can do better for any maintenance window or update window further.

An Honest Review...

Kommentarer: I have loved using the product and working with the professional services team. I will say support is a little slower than I would like but I am go getter and work faster than most. Patience is not my best quality :)

Fordeler:

The ease of use and simplicity of the user interfaces is a BIG point for me. We run a busy call center and being able to deploy and train new features quickly was very important. Genesys CX allowed us to do just that.

Ulemper:

The biggest complaint I have had was the lack of integration with HR systems BUT that is now ready or almost ready to be deployed. I would also like to see more feature enhancements like the tracking absenteeism.

Detailed and Suitable Customer Assisting Platform

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

Fordeler:

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

Ulemper:

Genesys Cloud CX has nothing compromising in matters customer help.

Excellent contact centre platform

Kommentarer: The overall experience with Genesys Cloud CX has been top notch. We were able to go live with 11 plus countries and soon will be live with many more countries. Customer support is very efficient as the turn around time is very less.

Fordeler:

As an administrator, I find Genesys Cloud CX easy to use application. It can connect with real time attributes. The capability and scalability of this tool is flawless. Some of the other features that I like includes the call logging, predictive engagement, blind transfers, etc.

Ulemper:

One of the features which I like the least is it's limitation on a number of segments that can be added for a given license. The configuration flow if a user is live with multiple markets is very complex at times which requires a lot of additional support.

Una excelente herramienta para mejorar la experiencia al cliente y alcanzar tus resultados.

Fordeler:

Genesys Cloud CX surprises you with its ease of use and user-friendly interface. It has available real-time performance Dashboards based on the indicators that your Contact Center manages. In addition, it has the ability to store historical information that allows you to measure the evolution of your indicators and compare them with past periods.

Ulemper:

I recommend defining which market segment and which service channels your Contact Center will manage, because the cost of the system is a factor to take into account, if your Contact Center is small or is in the process of growth, I recommend using Genesys with a lower cost plan.

One of the best in the business

Kommentarer: Very happy with it, really worth the money.

Fordeler:

Very easy to use, master of unified communications. Easy to deploy and helps improve sales, provide better customer experience and track agent performance & share feedback with the team

Ulemper:

It's one of the most popular solutions for customer experience, so it's expensive.

Good

Kommentarer: good

Fordeler:

All Good, it very user friendly, some stuff very easy to understand and manage, but at some point you need developer knowledge

Ulemper:

asking other companies wich kind of software they use

There are better options

Fordeler:

The software has a decent feature set but prices to high when compared to other companies in the same market

Ulemper:

Support is not good, often takes too long to find solutions. Cost is high for what you get

A master at incident resolving and analysis

Kommentarer: Otherwise I am having alot of fun using the genesys cloud and my experience is generally an amazing one

Fordeler:

What I like most about the genesys cloud is that it's very friendly to use because it doesn't require alot of training and it is easy to navigate through the app

Ulemper:

What i like least about the genesys cloud is the fact that it freezes some times and it some times takes long to run commands with a time lag of like 10 seconds

PureCloud

Kommentarer: Purecloud has been helpful when I am out of the office. I also enjoy the fact that I receive an email when I get a voicemail. It includes the voicemail in the email which is very helpful if I need to send it to someone on my team to assist.

Fordeler:

The I can use my cell phone as if I were on my office phone. I'm able to communicate with clients as if I am in the office while I'm on my cell phone; out of the office traveling, picking up my kids, etc.

Ulemper:

When my office phone is forwarded to my cell phone, it will only ring once, maybe twice before the call has already moved into my voicemail. If my phone is not right in or near my hand, I will miss the call.