Genesys Cloud CX
Description de Genesys Cloud CX
La plateforme Genesys PureCloud est la solution de centre d'appels cloud tout-en-un de nouvelle génération qui vous aide à gérer et à comprendre les interactions omnicanales dans un parcours client transparent. Donnez à vos employés un outil unique qui gère toutes les communications voix, chat, e-mail, SMS et plus encore. Une interface intuitive facilite son utilisation, que vous soyez un agent, un superviseur ou un administrateur informatique. De nouvelles fonctionnalités hebdomadaires vous permettent de dépasser les attentes des clients d'aujourd'hui et de demain.
Qui utilise Genesys Cloud CX ?
PureCloud s'adresse à tous, et particulièrement aux entreprises informatiques innovatrices et aux structures de contact client qui préfèrent une solution cloud tout-en-un garantissant des résultats rapides.
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Genesys Cloud CX
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Avis sur Genesys Cloud CX
Matthew
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.
Murat
Alternatives envisagées :
Genesys Pure Cloud
Avantages :
It is easy to use this product it is like a rock
Inconvénients :
Price policies are not flexible and scalable.
vijay
Alternatives envisagées :
MYGenesys
Commentaires : Overall i liked the call routing features and easy usage to Business as well.
Avantages :
I liked the User Interface and feature search .
Inconvénients :
User interface needs to be added with little colors, to look more interesting
Utilisateur vérifié
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.
Avantages :
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.
Inconvénients :
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 5 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 lara.booth@genesys.com (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth
Utilisateur vérifié
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.
Avantages :
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
Inconvénients :
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
