Genesis Call Accounting & Tracking

It Has Potential

Commentaires : Genesys gives companies an opportunity to have a flexible softphone and to cut the need for hard phones, which can ultimately cut down that particular expenditure.

Avantages :

We switched from hard phones to Genesys desktop smartphone and I will say the transition wasn't easy. Understanding the nuances of a desktop phone software was a little challenging and even still it takes patience and a little training. I will say from a daily user perspective that transfering and conferencing calls are much easier on this platform than any other that I have come across. For leadership, it also gives them an opportunity to speak with a rep via the whisper feature if they are new or need help. This whisper will be heard by the representative but not by the customer. This makes for great coaching and issue de-escalations

Inconvénients :

The only issue I come across is dialing out to customers can be tricky. Sometimes you have to put a 1, 9 then 1, or nothing at all in front of a number to dial out which can be time consuming for customer service reps.

Easy to use call accounting

Avantages :

I liked how easy this was to learn how to use. Makes life easier.

Inconvénients :

The whole thing was easy to learn and use. I wouldn't change thing