Avis clients sur Genesys Cloud CX

99% Sunny and Hot with the odd occasional downpour

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Pleasantly Satisfied with Genesys Cloud CX

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

Avantages :

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

Inconvénients :

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

Omnichannel capabilities

Avantages :

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

Inconvénients :

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

Genesys Cloud CX it could be better.

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

Avantages :

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

Inconvénients :

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.

Great Software

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

Avantages :

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

Inconvénients :

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

Genesys Cloud CX review

Commentaires : 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.

Avantages :

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

Inconvénients :

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

Avantages :

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

Inconvénients :

Price policies are not flexible and scalable.

Genesys CX brings incredible value

Commentaires : 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

Avantages :

Ease of use, innovation speed, true omnichannel suite

Inconvénients :

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

Can help businesses optimize customer service and improve customer satisfaction

Avantages :

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.

Inconvénients :

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.

A lot of data

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

A Cloud like no other

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Excellent all in one product

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

Avantages :

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

Inconvénients :

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

Contact Center Implementation using Genesys Cloud

Commentaires : After implementing Genesys Cloud solutions, we are able to get agents recordings, reporting and monitoring easily.

Avantages :

Contact Center Routing using Architect, Implementation of contact center components and for supervisors it is easy to use to check on agent status, reporting and analytics and recordings, integration from existing Genesys Engage & Avaya to Genesys Cloud is smooth

Inconvénients :

API integration, Custom Routing solutions, and Desktop sharing options not available

Feature Rich, easy to use Telephony Systemz

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Commentaires : 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.

Avantages :

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

Inconvénients :

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

Genesys Cloud

Avantages :

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.

Inconvénients :

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.

Quick Review of Genesys Cloud CX

Commentaires : This telephony platform is great!

Avantages :

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

Inconvénients :

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

Good

Commentaires : good

Avantages :

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

Inconvénients :

asking other companies wich kind of software they use

There are better options

Avantages :

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

Inconvénients :

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

PureCloud

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Good

Commentaires : good

Avantages :

Software is good easily to handled with portal

A very honest review of Genesys Cloud CX

Commentaires : Very satisfactory.

Avantages :

What I like the most with this software is that it is a contact center technology that is readily available in the cloud. Agents, Supervisors, Admins or any user can access the software anytime anywhere.

Inconvénients :

There are still some features that are available in other platforms but still not available in Genesys. Some of these are: 1. Play Agent Greeting 2. Multiple Wrap up codes 3. Multi - tier wrap up codes

My 2 cents

Avantages :

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

Inconvénients :

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

Good but complex solution for cloud

Commentaires : Genesys is a good solution for a business with a strong developer team.

Avantages :

It has both CCaaS and UCaaS and is a leading provider. I was one of the first users years ago. They innovate well

Inconvénients :

It is a very complex solution that involves integration challenges every time. It is expensive for using with 3rd party products