Genesys Cloud CX

Perfect for call centers

Kommentit: 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.

Hyvät puolet:

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.

Huonot puolet:

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

Better than most CX softwares so definitely a must try.

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

Hyvät puolet:

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

Huonot puolet:

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.

A Robust Tool for Modern Businesse

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

Hyvät puolet:

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

Huonot puolet:

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.

All the reasons to continue to be a leader in Gartner's Magic Quadrant

Kommentit: We used the solution to consolidate and improve efficiency across channels. we have improved both internal and external stakeholders experiences and we automated quite a few of our flows. The platform is very intuitive to use and powerful but at the same time it is missing some basic features, especially in the area of quality monitoring or reporting on chatbot interactions.

Hyvät puolet:

User friendly interface (intuitive and easy to use). Implementation was not difficult. More indicators available (than previous solution we were using). Overall, it is a very powerful platform for omni-channel.

Huonot puolet:

Reporting is below expectations, especially for quality monitoring. The backlog for new developments is continuously delayed.

Smooth Operator

Kommentit: A telephony tool that works and delivers

Hyvät puolet:

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

Huonot puolet:

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

Detailed and Suitable Customer Assisting Platform

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

Hyvät puolet:

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

Huonot puolet:

Genesys Cloud CX has nothing compromising in matters customer help.

Simplify the Stack with a Multifunction Replacement

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

Hyvät puolet:

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

Huonot puolet:

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

Genesys Workspace user

Hyvät puolet:

The program itself is accurate for the most part

Huonot puolet:

times out and difficult to initially use

Genesys is powerful, but difficult integration

Kommentit: Overall, it was quite a challenge integrating Genesys to our sites, but they did over support to help us through our integration challenges

Hyvät puolet:

A powerful live chat too to integrate with your sites so your customer can get quick support

Huonot puolet:

Difficult to integrate on to your site, documentation was lacking for us

Genesys Cloud CX

Kommentit: okay but not too great ... CX can def improve their features buttons

Hyvät puolet:

I was able to use the functions all in all

Huonot puolet:

Features and functions can improve for call operators and admin users

Genesys CX brings incredible value

Kommentit: 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

Hyvät puolet:

Ease of use, innovation speed, true omnichannel suite

Huonot puolet:

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

MYGenesys

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

Hyvät puolet:

I liked the User Interface and feature search .

Huonot puolet:

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

Best on premise to cloud transformation of contact center application

Kommentit: 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.

Hyvät puolet:

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

Huonot puolet:

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

Genesys Cloud Implementation

Kommentit: Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users. We have seen good movement with new capabilities since we moved over to the platform and have confidence that we will continue to be partners with Genesys to continue enhancing the product for years to come.

Hyvät puolet:

The fact that we could move all of our telephony (agents and non-agents) off of an on-premise solution and to the cloud in a very fast period of time was tremendous. The ability to shift all of the support out of IT and into the business has allowed us to optimize our customer's experience in a very agile manner. The buildout of each of the channels has been slow for us due to internal reasons, but we have many capabilities that we never had before moving to Genesys Cloud.

Huonot puolet:

WEM and reporting are not ideal in Genesys Cloud. Genesys has continued to invest and enhance in these areas, but they have a way to go. Pure Voice and how calls get routed through our virtual edges causes some issues from time to time. We rely on Genesys to help us dive into those issues so that we can understand what causes them and learn to optimize our processes to avoid them in the future. Going through some pains here has taught us a lot but the issues themselves aren't ideal. There have been some data lags when we have tried to access our data through the UI or APIs. This happens more frequently than we would hope for and causes some issues with managing our agents/call centers.

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

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

Hyvät puolet:

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

Huonot puolet:

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

Great Journeys begin at Home.

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

Hyvät puolet:

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

Huonot puolet:

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.

Genesys Cloud CX Does Not Disappoint!

Hyvät puolet:

Our contact center infrastructure is complex. Genesys Cloud CX integrates with existing legacy applications and is used by agents in several divisions within our organization.

Huonot puolet:

Chat bot was not easy to develop and deploy as we would like. Also, Genesys Cloud CX out-of-box reporting and dashboard is robust, but reports are limited to a certain number of rows.

Omnichannel capabilities

Hyvät puolet:

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

Huonot puolet:

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

Quick Review of Genesys Cloud CX

Kommentit: This telephony platform is great!

Hyvät puolet:

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

Huonot puolet:

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

Genesys Cloud CX

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

Hyvät puolet:

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.

Huonot puolet:

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

Recently onboarded, off to a great start

Hyvät puolet:

Moved from ININ. Within a week, close to unanimous feedback that the solution is already 'better'. That is very surprising considering how the acclimation period often takes months. We are very pleased so far with the software and the ease of use - including improved call quality.

Huonot puolet:

There are some features that weren't 'brought over' from previous solution... mostly having to do with out of the box visibility for agents, in terms of what is going on in their respective queues. The information that was visible on the agent level is now only visible on the manager level. We'll see if that can be adapted or adjusted by our administrators.

Happily Migrating From Genesys PureConnect To Genesys Cloud

Kommentit: 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.

Hyvät puolet:

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.

Huonot puolet:

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.

Amazing business interaction system with mobility and flexibility

Kommentit: 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.

Hyvät puolet:

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.

Huonot puolet:

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

Ye Yi

Hyvät puolet:

Easy to implement, easy to use, and user-friendly.

Huonot puolet:

- Dashboard is missing the flexibility for shorting agent status. - Historical reports should add more customizable for users.

Genesys service & product review

Kommentit: Its providing and outsourced to the bank which we can rollout new call centre very quickly

Hyvät puolet:

Pros: Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, We moved to a third part for 1-2 line support service ( Kaptec) to provide a good all around support services.

Huonot puolet:

Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, but I was not resilient for the first year or so, The service rap was also very poor, with Genesys SDM not flexible in dealing with major incident and provided root cause of these issues back to the customer, If we want any changes customisation to the product everything was a project and prolong delivery timescales with genesys consultants. The license model for the agents is quite confusing and the license model for the genesis product is expensive and at time hard to understand