En savoir plus sur Genesys Cloud CX
PureCloud simplifie la relation client. Téléphone, e-mail et chat sont connectés dans un seul outil pour améliorer l'engagement client.
It provides an all-in-one solution and allows us to connect and communicate with clients and co-workers efficiently anywhere. Genesys Cloud is very dependable and the learning curve is a breeze.
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.
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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.
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.
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.
Alternatives envisagées :
Great Journeys begin at Home.
Commentaires : Customer experience is improved and and marketing is working better.
Remediating our on premise legacy aging PBX & Call recording suites of applications and hardware.
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.
Best on premise to cloud transformation of contact center application
Commentaires : 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.
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
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
Not a Big Fan
Commentaires : 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.
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.
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.
Réponse de l'équipe de Genesys
il y a 4 ans
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 firstname.lastname@example.org (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth
Outbound Call Center Admin
As a company that makes lots of outbound dials on a daily basis to its clients and prospects, I have found the different calling methods offered to be very beneficial and the call recording software to be useful as well. We are starting to use the speech analytics tool and have been able to already see improvements in call quality.
I do wish there was a way we could help to improve or teach the speech to text tool common phrases that we use. It has gotten a little better than when we started, but still has trouble identifying common phrases we use in conversations.
Alternatives envisagées :
Genesys Pure Cloud
It is easy to use this product it is like a rock
Price policies are not flexible and scalable.
Genesys is way ahead of it's competitors in multiple quadrants
Commentaires : Moving from a legacy system, to a modernized cloud based solution, cleaned up all our on-premise infrastructure, simplifying our technology stack. As well as providing us the ability to easily configure and deploy new IVRs and Callflows, while giving us the ability to quickly start using advanced features like Speech & Text Analytics and Workforce Management
- Ease of implementation & configuration- Workforce Management- Pre-built Integrations
- Agent Scripting needs a rebuild, it's old and hard to work with- Importing new agents is old and hard work with, needs to keep up with the features and functionality- The Salesforce External Routing feature isn't well documented or understood
Perfect for the call center to receive and cycle through calls, emails, and chats.
There are glitches and bugs and system issues. Sometimes calls do not come through
Genesys cloud CX
Easy to use the graphical interface is clean the proposed features are perfect for a company
The voice quality of the calls is to be improved it is not very well done
Commentaires : have used it for over a year within that year multiple times it went down and sometimes took a whole work day to come back up
then ease of use for the average agent to operate
The malfunctions and the length of time for recovery afterwards
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.
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.
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.
Effective, easy to configure software for mid-sized contact centres
Commentaires : PureCloud has helped us modernize and improve how we interact with our customers. It has opened new channels to connect with us, and allows us to continue updating and improving the client experience. For the business, our Agents have a clean interface that lets them focus on the clients, our Supervisors are empowered to monitor and manage their teams, and our Administrators can respond quickly to changing demands.
The software was easy to configure, but powerful enough to handle significant customization for our groups. Interface is intuitive for our agents, and the features for call routing have allowed us to streamline the call-handling process. We have a half-dozen different teams using the platform, and each has unique features to meet their needs. As an administrator, changes can be made quickly to almost any aspect of the configuration allowing me to rapidly respond to any requests. The interface to make changes is entirely web-based, so only an internet connection is needed to do so. Further, having a cloud-based service has allowed us to quickly respond to service outages of our internet and phone systems. Situations that might have otherwise stopped operations entirely now require only a brief outage before agents can begin working again in a new location or with new devices. The provided API is flexible and powerful, which has allowed for further automation and functionality to be built in.
Supervisor and administrator interfaces are not as well designed as the agent experience. Simple and common tasks are often inconvenient, or difficult to find. Reporting capabilities are sufficient but inflexible. A relatively small number of out-of-box reports are available, and there are some key measures missing from those provided. Access of the raw data through the API allows more flexibility, but with significant additional work. External chat (customer to agent) is currently poor, with a very basic and limited experience. The internal chat is much more feature-rich, but is only used between system users. Support response is quick for Tier 1, but complex issues requiring escalation can be slow to be resolved, this is partially helped by the availability of a priority line for emergencies.
Alternatives envisagées :
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.
Genesys pure cloud side, we generally use social media integration, which is good to have Twitter and facebook to use it.
Wish that it also have instagram, YouTube, appstore and googleplay integration features as well rather than providing Professional services.
Product Review || Genesys cloud
Commentaires : So , as told i like most of the features and functions of different components. Mine overall experience pretty good and i have learnt lot of new things in this platform, so its really helping me to grow in my career in technical front.
Genesys Purecloud or Cloud is very versatile contact center product for any size of organisation. I like most of the features of this product out o that most is architect part, its really very easy and flexible for any new requirement.
As such i don't have any point to describe but one thing i am facing now a days after every maintenance window, lots of bugs we have seen, again its takes couple of hours to rectify. I thing we can do better for any maintenance window or update window further.
Genesys Cloud Solution for our Organization
Commentaires : 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.
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.
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.
GENESYS CLOUD WITH HEINEKEN MEXICO
Commentaires : 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.
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.
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.
Commentaires : 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.
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)
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.
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.
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.
Actively enhanced platform
Commentaires : 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.
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.
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.
A very honest review of Genesys Cloud CX
Commentaires : Very satisfactory.
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.
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
Purecloud 3 years later
Commentaires : 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.
It's constantly evolving and providing new features.
It's an expensive product that struggles with concurrent licensing models and mixed license types.
Simple and quick adoption able
Liked most the simplicity of use and integration.
Relatively slow delivery of solutions to main painpoints reported by business via idea portal.
Genesys cloud CX product review
Commentaires : satisfied and this software address most the industry requirements
flexibility of deployment. especially most of the things are pre-build and just enable with very less effort
limited features when access to through mobile devices
We needed a customer experience platform that was reliable and intelligent with a well-thought- out
Commentaires : The Results of the PureCloud solution ; · Maintains 90% customer satisfaction rates · 15% reduction in abandonment rates, from 18% to 3% · Improved efficiency and first contact resolution · Future integration of channels and operations
For a per-user monthly price, the Genesys solution gave our company auto advanced routing, real-time reporting and a roadmap to unify email, chat and social interactions.
Sometimes it's difficult to use the dashboards lots information for supervisor. Need to be focused on 3 or 4 KPI's by department. Workforce management tool is not easy to implement but with lots of energy, we understand more this feature.
Contact centre gold
Commentaires : Having viability of incoming calls agent status and good reporting tools comes out of the box with Purecloud.
The software is intuitive and there is little to learn if you have some experience in contact centre solutions.
A few custom reports are not yet available.