Genesys Cloud CX reviews

Improving the quality of service provided to customers.

Opmerkingen: Our five insurance companies now employ a multichannel marketing strategy that combines inbound and outbound efforts to reach new and existing clients. In order to increase efficiency and boost customer satisfaction, we migrated from a purely voice-based system and a third-party Livechat to one that incorporates chat, SMS, and email. The downtime problems of the previous system were also addressed by Genesys.

Pluspunten:

Genesys cloud cx has been an invaluable asset to our company as the industry's leading cloud contact center platform. The fact that it may be easily modified to meet your specific needs is another plus. It's constantly up-to-date, and it takes very little time and work to put into deployment. I'm satisfied with its overall performance, and I must say that it's unusual to come across such a fantastic, bug-free, and straightforward platform.

Minpunten:

We finally found a means to communicate without breaking the bank with Genesys cloud cx. It's something I'd suggest for companies of any size.

Great Software

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

Pluspunten:

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

Minpunten:

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

Perfect for call centers

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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

Not a Big Fan

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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

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

Pluspunten:

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

Minpunten:

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 CX review

Opmerkingen: 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.

Pluspunten:

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

Minpunten:

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

Genesys Pure Cloud

Pluspunten:

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

Minpunten:

Price policies are not flexible and scalable.

Genesys CX brings incredible value

Opmerkingen: We've seen incredible value with migrating to the platform. Able to consolidate multiple omnichannel platforms into one. API integration is easy. Reporting is excellent

Pluspunten:

Ease of use, innovation speed, true omnichannel suite

Minpunten:

Operational support is terrible, Professional Services tries to fit you into their mold for how to implement

MYGenesys

Opmerkingen: Overall i liked the call routing features and easy usage to Business as well.

Pluspunten:

I liked the User Interface and feature search .

Minpunten:

User interface needs to be added with little colors, to look more interesting

Avis genesys cloud

Opmerkingen: I liked this software because of its ease of being modified to meet our specific needs but on the other hand it needs to review its cost

Pluspunten:

very good software to meet my specific needs which also updates regularly including its deployment which takes little time and work

Minpunten:

all I can fault about this software is its high cost for small businesses

Excellent all in one product

Opmerkingen: Brilliant product and seamless integration, did not take long to get the product set up and the users onboarded

Pluspunten:

Seamless integration, great product and feature rich under continual development - all in one place resouce

Minpunten:

Nothing really comes to mind at present, the Dev environment is a little cumbersome

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

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Omnichannel capabilities

Pluspunten:

Genesys Cloud CX offers seamless integration across multiple channels, including voice, email, chat, social media, and SMS.

Minpunten:

Genesys Cloud CX is a comprehensive platform with various features and functionalities, which may require some time for users to fully understand and utilize.

99% Sunny and Hot with the odd occasional downpour

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Genesys Review

Opmerkingen: 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.

Pluspunten:

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

Minpunten:

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

Genesys Cloud

Pluspunten:

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.

Minpunten:

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.

Genesys Cloud Solution for our Organization

Opmerkingen: Genesys Cloud has greatly improved our flexibility as an organization. With the Covid-19 pandemic we had to quickly configure much of our staff to work from home. Genesys cloud helped make this transition relatively seamless.

Pluspunten:

I liked the multichannel capability which allowed us to configure voice, email and chat queues as needed for our different business units. The transition from our former call management system was relatively easy. Feedback from agents indicates the features are user friendly and functionality allows them to be part of the process on many levels.

Minpunten:

We had to work through a number of voice quality issues. Initially the reporting was inadequate but there have been many improvements in this area. There is always the worry that the system will go down and leave us dead in the water but those instances have been minimal so far.

GC in CSC

Opmerkingen: Overall I would say GC is a very up-to-date tool which provides most of the things Customer Service Center needs. During 2 years of experience we have faced only 1 unplanned downtime and just a few integration issues which is very important to run 24/7 customer service.

Pluspunten:

As in our Customer Service Center the biggest volume of users are the agents, the ease of use and friendly interface are one of the most important things for us. Learning from the past and systems we used, we have made a good decision to start working in Genesys Cloud. It improved our real-time management which has a huge impact on SLA and agent availability.

Minpunten:

We were aiming to use internal chat functionality within GC but it wasn't adjustable and it didn't fit our company needs due to security risks we found in it. For a huge company like ours, the internal chat isn't the recommended option because you can't filter/categorize people within your organization

Genesys Cloud Review

Opmerkingen: Overall Genesys Cloud solution was a game changer specially during this time of pandemic crisis as we are able to work from home and provide continues support to our customers.

Pluspunten:

Features and easy user adaptability, Can use it anywhere and does not need physical hardware, Contact Center features, ie ACD and Reporting.

Minpunten:

Telephony Features are OK but need some improvement if compared to features provided by traditional IPT vendors like Cisco and Avaya.

Genesys Cloud delivers enterprise level technology for a team of 2,000 global agents.

Opmerkingen: Genesys Cloud is an amazing product and company. We decided to migrate to them in August of 2019. The implementation and ongoing support from Genesys has been nothing buy amazing. They provided dedicated personalized support during our roll out/go live and have continuing to support us through our ongoing business as usual operations ever since.

Pluspunten:

We implemented Genesys to solve for the following areas: Social Bridge for Digital Support: new digital channels Internal Communication tool: replacing Skype Integrated WFO suite: Speech Analytics and QA Scorecards, replacing two 3rd party vendors WFO/WFM agent dashboards built in  Chatbots built in AWS architecture 3 layers of redundancy (3A – Active, Active, Active)  Redundant Edges in LAX and BER (VoIP) MOS scores for every call built in (intelligent analysis tool) Concurrent model allows to scale at lower additional costs compared to named model Micro Services Direct to developer(s)   Agile deployment(s) (multi/week)

Minpunten:

We don't like how we have to use on site Edges for VoIP traffic.

There are better options

Pluspunten:

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

Minpunten:

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

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

Pluspunten:

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

Minpunten:

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

Actively enhanced platform

Opmerkingen: Purecloud is a solid platform with limitless functionality. It's great to learn on from an entry level admin standpoint and even better to work on as you continue to learn.

Pluspunten:

The platform is actively updated with new features and fixes, this has allowed us to make constant revisions and refinements to our contact centers flows and scripts. As we've learned more about the platform and new features have been released we've found almost limitless possibilities to reduce handle time and increase the customer experience.

Minpunten:

It's difficult to adjust to working on a platform that is largely troubleshot by the team's that developed the platform vs. having physical devices on site that you can troubleshoot on your own. The biggest issue with this is support can be lacking at times and very tedious to work with.

User-friendly & Intuitve

Opmerkingen: I use this in a remote call center environment. It's great that it can be used via web browser or application - makes it flexible when I need to switch computers, etc. When I'm looking at reports, it can sometimes be tricky to see all of my subordinates and their details without individually clicking through each and every name, mostly because the side menu tabs keep taking over half the screen. For its direct purpose - handling calls - really no complaints.

Pluspunten:

I think it's easy to use. I appreciate that you can use it via web browser or application. The menu icons make it easy for you to identify the tools you need. The live chat functions while on calls are extremely useful and easy to access.

Minpunten:

Calls often drop for no reason. The time-off tool is clunky - you have to tap through dates and times rather than just enter them manually which can take way too long. The sound quality of calls can be questionable in seasons. The evaluation element.

My 2 cents

Pluspunten:

First and foremost i like the ease of use, second comes the functionality and all the options.

Minpunten:

I haven't encountered yet anything to dislike about it.