Wie gebruikt Genesys Cloud?
PureCloud is voor iedereen! Progressieve IT- en contactcenteractiviteiten die de voorkeur geven aan een snelle, alles-in-één oplossing voor cloudcontactcenters.
Wat is Genesys Cloud?
Het Genesys PureCloud-platform is de alles-in-één oplossing voor cloudcontactcenters voor de volgende generatie die je helpt omnichannel-interacties te beheren en te begrijpen in een naadloos klantentraject. Geef je medewerkers één enkele tool voor alle communicatie: bellen, chatten, e-mail, sms en meer. Een intuïtieve interface maakt het eenvoudig te gebruiken, of je nu een agent, supervisor of IT-beheerder bent. Wekelijkse functie-releases zorgen ervoor dat je de verwachtingen van klanten van vandaag en morgen overtreft.
Genesys Cloud - Details
Genesys
https://www.genesys.com/genesys-cloud
Opgericht in 1990
Genesys Cloud - prijsoverzicht
Zie de prijsmodellenGenesys Cloud heeft geen gratis versie maar biedt wel een gratis proefperiode. Genesys Cloud betaalde versie vanaf US$ 75,00/maand.
Beginprijs
US$ 75,00/maand
Gratis versie
Nee
Gratis proef
Genesys Cloud - implementatie en ondersteuning
Ondersteuning
- 24/7 (contact met medewerker)
- Online
Implementatie
- Geïnstalleerd - Mac
- Cloud, SaaS, Web
- Geïnstalleerd - Windows
- Mobiel - iOS native
- Mobiel - Android native
Training
- Persoonlijk
- Live online
- Webinars
- Documentatie
Functies van Genesys Cloud
Auto-dialer software
- Automatisch nummers kiezen
- CRM
- Oproepen opnemen
- Oproepscripts
- Oproepverdeling
- Predictief kiezen
- Preview dialer
- Progressief kiessysteem
- Telefoongesprekken plannen
Callcenter software
- Campagnebehee
- Escalatiebeheer
- Gemengd callcenter
- Handmatig kiessysteem
- Inbound callcenter
- Interactive Voice Response (IVR)
- Oproepen opnemen
- Oproepregistratie
- Oproepscripts
- Outbound callcenter
- Predictief kiezen
- Progressief kiessysteem
- Rapportage en analyse
- Realtime chatten
- Wachtrijbeheer
Customer engagement software
- Analyse
- Communicatiebeheer
- Communitybeheer
- Contentsyndicatie
- Gamification
- Live chatten
- Opzeggingenbeheer
- Verzamelen van feedback
- Video-inhoud
Customer experience software
- Analyse
- Beheer van enquêtes/peilingen
- Beheer van negatieve feedback
- Dashboard
- Gegevensverzameling via meerdere kanalen
- Kennisbeheer
- Klantensegmenten
- Predictieve analyse
- Sentimentanalyse
- Tekstanalyse
Customer satisfaction software
- 360-gradenfeedback
- Analyse
- Enquêtebeheer
- Oproepen rapporteren
- Toezicht houden op klachten
- Verzamelen van feedback
Bekijk de volledige lijst van Customer satisfaction software
Helpdesk software
- Aanpasbare branding
- Beheer van IT-assets
- Beheer van Service Level Agreements (SLA's)
- Callcenterbeheer
- Communicatie via meerdere kanalen
- Documenten opslaan
- E-mailintegratie
- Geautomatiseerde routing
- Integratie van sociale media
- Interactie bijhouden
- Kennisbankbeheer
- Macro's/reacties via sjablonen
- Netwerkcontrole
- Rapportage en analyse
- Realtime chatten
- Ticketbeheer
- Toegang en controle op afstand
- Waarschuwingen / Escalatie
- Workflowconfiguratie
- Zelfserviceportal
IVR-software
- Callcenter
- Enquêtebeheer
- Invoer via telefoontoetsen
- Meerdere scripts
- Oproepen opnemen
- Oproepen routeren
- Oproepregistratie
- Stemaanpassing
- Tekst naar spraak
- Voicemail
Klantenservice software
- Afsprakenbeheer
- Callcenterbeheer
- E-mailbeheer
- Enquêtes en feedback
- Integratie van sociale media
- Kennisbank
- Live chatten
- Prestatiemeetwaarden
- Virtuele assistent
- Waarschuwingen / Escalatie
- Wachtrijbeheer
- Workflowbeheer
- Zelfserviceportal
Predictive dialer software
- Campagnebehee
- Campagnespecifieke beller-ID
- Controle van oproepen
- Leads beheren
- Lijstbeheer
- Naleving van FCC-richtlijnen
- Naleving van FTC-richtlijnen
- Oproepen doorsturen
- Oproepen opnemen
- Telefoongesprekken plannen
Genesys Cloud alternatieven
Meer alternatieven voor Genesys Cloud
Reviews van Genesys Cloud
Lees alle reviewsTotaalscore
Gemiddelde score
Matthew C.
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Totaalscore5 /5
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Gebruiksgemak5 /5
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Functies en functionaliteit5 /5
-
Klantenondersteuning3 /5
-
Waar voor je geld5 /5
-
Waarschijnlijkheid van aanbeveling
- Bron van de reviewer
- Beoordeeld op 15-11-2018
"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.
- Bron van de reviewer
- Beoordeeld op 15-11-2018
Kymberli O.
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Totaalscore4 /5
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Gebruiksgemak5 /5
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Functies en functionaliteit5 /5
-
Klantenondersteuning3 /5
-
Waar voor je geld4 /5
-
Waarschijnlijkheid van aanbeveling
- Bron van de reviewer
- Beoordeeld op 25-8-2020
"G Cloud"
Opmerkingen: 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.
Pluspunten: 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.
Minpunten: 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.
- Bron van de reviewer
- Beoordeeld op 25-8-2020
Geverifieerde reviewer
-
Totaalscore3 /5
-
Gebruiksgemak2 /5
-
Functies en functionaliteit2 /5
-
Klantenondersteuning3 /5
-
Waar voor je geld3 /5
-
Waarschijnlijkheid van aanbeveling
- Bron van de reviewer
- Beoordeeld op 5-9-2018
"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.
Antwoord van de leverancier
van Genesys op 6-9-2018
Thank you for sharing your experiences of using PureCloud and I'm sorry you have had some issues. We cannot contact you directly as you have posted anonymously but we really would like to connect to drill down further into the points you have highlighted and see what can be done to improve matters. Please contact me directly at [email protected] (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth
- Bron van de reviewer
- Beoordeeld op 5-9-2018
Bernard G.
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Totaalscore5 /5
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Gebruiksgemak5 /5
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Functies en functionaliteit5 /5
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Klantenondersteuning5 /5
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Waar voor je geld5 /5
-
Waarschijnlijkheid van aanbeveling
- Bron van de reviewer
- Beoordeeld op 18-7-2020
"Good but complex solution for cloud"
Opmerkingen: Genesys is a good solution for a business with a strong developer team.
Pluspunten: It has both CCaaS and UCaaS and is a leading provider. I was one of the first users years ago. They innovate well
Minpunten: It is a very complex solution that involves integration challenges every time. It is expensive for using with 3rd party products
- Bron van de reviewer
- Beoordeeld op 18-7-2020
Altaf G.
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Totaalscore5 /5
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Gebruiksgemak5 /5
-
Functies en functionaliteit4 /5
-
Klantenondersteuning4 /5
-
Waar voor je geld5 /5
-
Waarschijnlijkheid van aanbeveling
- Bron van de reviewer
- Beoordeeld op 2-6-2020
"A Cloud like no other"
Opmerkingen: The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for. We have lots of potential and it's just a matter of taking advantage of the aspects that make sense for our business.
Pluspunten: I really like not having to perform maintenance. I also like that there are new features on a weekly basis, the ease of use of the UI, and how just about everything you need is already built into the platform.
Minpunten: A true mobile app is missing, but is on the roadmap. I also wish there was a built-in way to grab all our reporting data without needing our dev team to build their own solution using the API.
- Bron van de reviewer
- Beoordeeld op 2-6-2020
