Genesys Cloud CX reviews

One of the best in the business

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

Pluspunten:

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

Minpunten:

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

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

Genesys Cloud CX it could be better.

Opmerkingen: The Realtime & reporting aspect of Genesys Cloud CX is an improvement from previous versions.

Pluspunten:

The new drag and drop feature was a welcomed addition, this allows quick & easy updated for singular exceptions.

Minpunten:

Lack of features from previous versions. These range from being unable to add multiple exceptions into a full schedule for all agents selected to not having a meeting scheduler built in, in a contact centre of more than 5000 agents & having to manually add individual exceptions to be spread out across a week is a tiring task.

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 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

Can help businesses optimize customer service and improve customer satisfaction

Pluspunten:

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.

Minpunten:

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.

Quick Review of Genesys Cloud CX

Opmerkingen: This telephony platform is great!

Pluspunten:

what I like about Genesys Cloud CX is newer updates are automatically updated for you in the Cloud version.

Minpunten:

There are features that need to be automated and needs improvement.

A lot of data

Opmerkingen: Overall it has been a learning curve without any formal training, but after a month I had a pretty good idea on what I was looking at.

Pluspunten:

We use this program at my company to make sure agents taking calls in the call center are in adherence. We also use it to see deviations in our call volume. The adherence part is color coded and is fairly easy to interpret. The call volume part is a lot of data and unless you've been formally trained in the program it can take some time to figure out what you are looking at.

Minpunten:

It is almost overwhelming with data, I would recommend getting trained if possible to maximize your potential in the program.

Genesys is a great cloud phone system

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

Pluspunten:

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.

Minpunten:

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.

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.

Feature Rich, easy to use Telephony Systemz

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Happily Migrating From Genesys PureConnect To Genesys Cloud

Opmerkingen: As the Ascension Technologies contact center standard, Genesys Cloud equips Ascension with an industry-leading, flexible, reliable all-in-one omnichannel contact center and communications solution. Our Genesys application has been positioned to provide our lines of business with full interaction (call/callback/voicemail/email/chat/SMS) queuing, self-service, & recording capabilities, as well as automated outbound dialing, CRM/EHR/EMR integration, workforce management/engagement tools, end-to-end reporting/analytics, and 24x7 technical support & consulting. By unifying communications & data availability across Ascension, we are reducing complexity, simplifying administration, improving efficiency, and reducing total cost of ownership--all without disrupting existing systems. This has proven key to delivering a consistent associate/patient experience for our users.

Pluspunten:

The application is much easier to administer, manage call flows, and expand to other lines of business. We really enjoy the the Ideas Lab/Community, which allows us to recommend and promote/upvote new features/functionality. The Beta Community has been equally as fantastic given it provides us an opportunity to test drive new features before GA.

Minpunten:

As with any product, there are some lacking features/functionality, but the roadmap seems promising. We still struggle a bit with the Support process, and would suggest more live hands-on troubleshooting upfront rather than relying solely on uploading log files and videos of the replicated issue.

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.

PureCloud - Great for OmniChannel, but not Voice

Opmerkingen: It is an overall great new system, in which I know in time will only get better! Even though Spoken IVR is not available right now, I know it will be in the future. Once it is in place, the PureCloud will be impossible to beat!

Pluspunten:

Genesys PureCloud offers some great ways to streamline and modernize your Call Center and its performance. The ability to supply your customers with multiple contact channels (email, chat, text, voice) is a huge benefit to the customer, along with opening new revenue paths (whether it be Customer Satisfaction or new Sales Opportunities) for your company. To have all this without having to have an on premise environment is amazing!

Minpunten:

Unfortunately, there is one major hurdle when it comes to Genesys PureCloud. If a customer is using a voice channel to reach your call center, there are some limitations. Currently, PureCloud does not allow for Spoken IVR. So, if your company has one main phone line that houses all the support for all the products and services it offers, the customer can't just speak the word or phrase that best describes the services they need and get routed to the right agent/department. The only option for the customer is to go through a list of options in a phone menu and wait until it offers the option they need and press the corresponding number. For our company, that would mean 50-100 different menu items! If this is a must, then PureEngage is the way to go!

An Honesty Review...

Opmerkingen: So far our company loves Genesys cloud. We are barely using all the modules/features in genesys cloud and plan to expand that in the near future. I cant wait to move to email queues for the various departments.

Pluspunten:

I love that it is easy to navigate for even the least technical in our company. There is a ton of information out on the web for administrators or engineers that need to build or modify flows, APIs, queue, or groups really anything you are looking for and most of it is free. There is also a paid training called beyond that has been uber beneficial to my learning.

Minpunten:

Learning to use the flows was hard at first. Its really not hard to build them once you get your head around it. Don't think too deep its really easier than it looks at first. I also have had a hard time using voice over IP with headsets. Our company went from desk phones to utilizing USB headsets and a profile. Sometimes the software forgets the profile/headset.

GENESYS CLOUD WITH HEINEKEN MEXICO

Opmerkingen: We want offer to our clients the best services in Customer Service, Pickup Sales Orders, Surveys, IVR, SMS, IPA Tool, ACD Tool, and incorporate new digital tools: Speech analytics, WFM, Voice Bots, Whats app and the like.

Pluspunten:

Powerfull Platform and the most important you can add many features from the appfoundry in order to incorporate any kind of service or technology and offer the best customer service. Easy to integrate to our CRM, Web pages. The Genesys Team help us to enhance the functionalities that we want implement in our company. Time to implement was very short 6 months.

Minpunten:

We have problems with the integration with our SAP, because the version wasn't compatible with the solution.

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.

We switched to PureCloud 15 months ago. It has been great for us. We love how reliable it is.

Pluspunten:

We love that it is reliable. We haven't had an outage in our 15 months of usage, which is something we experienced a lot with our previous software. We also like the user interface and the unified desktop.

Minpunten:

The reporting section is what I was disappointed me. Part of that has to do my naivety. I thought reporting was the same in all software and did not pay much attention to the reporting section prior to selecting this. We only use the reports provided and do anything additional with APIs available, since we don't have the personnel or budget for that. We make what is there work, and knowing what I know now, I would still select PureCloud again. If I were doing it again today, I would have a better plan for data and reports and how to meet our unique needs for that. For other industries, I am sure the reports are great.

I have been very pleased with the Purecloud product. The product is very easy to use.

Opmerkingen: We have seen a huge benefit with our ability to use the data to support our business case for our Call Centre. Integration has been easy and we have been able to improve our use of the system on a daily basis.

Pluspunten:

The ease of use for our Team Members to use the product has been very beneficial for us. Training our Team with the product is very minimal as they are able to answer calls with a simple click of the button.

Minpunten:

We have been starting our Call Centre for the benefit of our Customers and our Retail Store locations. Due to the shopping patterns of our customers, we are finding the pricing model requiring some attention as we do not have employees working full time. Some of our employees will work 1 day a week and the return on an employee for working such minimal time is difficult to see how the Agent pricing model works for us.

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.

Empowerment via PureCloud

Opmerkingen: PureCloud enables us to ascend over some of the issues we've had in the past. Now, our agents can easily switch between phones; if there are phone outages or internet outages, they can choose the option that works best for them, whether a managed, remote, or mobile phone. This makes for an experience with much more control and empowerment for each individual utilizing the application. Also, because PureCloud is so mobile, our remote operators have been able to handle incoming calls with merely a tablet and mobile. This has helped us greatly. Finally, our average speed of answer was significantly improved. We can answer more calls now in the same amount of time, saving time and improving the bottom-line.

Pluspunten:

What we like most is capability of PureCloud for each agent. Agents are empowered to swiftly adapt to any given situation with full control over which conduit they are making or receiving interactions through.

Minpunten:

The billing spectrum lacks flexibility.

Purecloud 3 years later

Opmerkingen: We have brought onboard a number of our store locations to centralize the customers experience and let the store locations get back to what they do best, service the customers that are on-site. The scalability and the multi-channel options allows us to try different strategies and change to what our customers need from us, without having to bring on a new application or have multiple applications.

Pluspunten:

It's constantly evolving and providing new features.

Minpunten:

It's an expensive product that struggles with concurrent licensing models and mixed license types.

An Honest Review Of Genesys Cloud

Pluspunten:

Genesys is one of the best platforms I've used as a Call Center Agent. It's spaces are maximized for making sure that accessibility and efficiency is achieved for employers and employees. It is easy to navigate through it and document your calls. It's overall performance is 10/10. Call quality from audio to documentation is reliable. I think it is a revolutionary tool unlike other platforms that are classified as cloud phones it has more monitoring options to make calls go smoothly not just for teammates/agents but also for supervisors.

Minpunten:

I dont have any requests or suggestions for Genesys since it's really a top tier tool.