Genesys Cloud CX

Perfect for call centers

Comments: 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.

Pros:

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.

Cons:

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

Better than most CX softwares so definitely a must try.

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

Pros:

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

Cons:

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

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

Pros:

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

Cons:

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.

Genesys Cloud CX Review

Comments: Good system, but has reliability issues and lacks ease-of-use functionality.

Pros:

Forecasting capabilities. Robust reporting system.

Cons:

Isolated applications. Clunky interface. Not user friendly.

Smooth Operator

Comments: A telephony tool that works and delivers

Pros:

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

Cons:

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

Detailed and Suitable Customer Assisting Platform

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

Pros:

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

Cons:

Genesys Cloud CX has nothing compromising in matters customer help.

Simplify the Stack with a Multifunction Replacement

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

Pros:

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

Cons:

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

spectacular

Pros:

easy to adaptacion for contaccenter agents

Cons:

some limitations in the chatbot, functionality continues to grow

Genesys Workspace user

Pros:

The program itself is accurate for the most part

Cons:

times out and difficult to initially use

Great features in one platform

Comments: It allows us to provide a more comfortable experience to the customer with functions that make them feel that they are important and we listen to their complaints or claims to solve them.

Pros:

provides various benefits such as1. easy use and initial setup2. Improves communication with the client3. self-service 24 hours a day, 7 days a week4. They are always up to date with new technology5. Go from chatbot to live agents in seconds

Cons:

Maybe I would like them to improve in the training part, I felt that at the beginning I was lost among all the functions without being able to take full advantage of them.

Great Software

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

Pros:

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

Cons:

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

Genesys Cloud CX review

Comments: 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.

Pros:

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

Cons:

most of the time support. It can take some time to get them on the same page with you regarding concerns or issues.

Best on premise to cloud transformation of contact center application

Comments: 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.

Pros:

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

Cons:

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

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

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

Pros:

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

Cons:

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

Great Journeys begin at Home.

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

Pros:

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

Cons:

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.

Breath of fresh air vs historical telephony systems

Comments: The software uptime is an industry leader, with no consistent downtime problems since starting with the service. Which is worlds away from our previous experiences with downtime being seen at least once a month with a large agent / customer detriment because of this.

Pros:

Ease of use. The GUI is clear and concise on both and agent and Administrator level.

Cons:

The workforce management side of the software still requires a lot of work. There is too many interweaving layers to be able to produce an easy to use schedule for our agents.

Administrator

Comments: It was a successful experience, very little problems (especially with integrations), that were finally resolved and some isolated problems that were resolved as the installation progressed. Generally speaking, it is a great Contact Center Solution

Pros:

Expansion capabilities, broad knowledge base, and possibilities to grow with few requirements if needed.

Cons:

Integrations with other legacy products have been an inconvinience.

Genesys is way ahead of it's competitors in multiple quadrants

Comments: 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

Pros:

- Ease of implementation & configuration- Workforce Management- Pre-built Integrations

Cons:

- 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

Excellent contact centre platform

Comments: The overall experience with Genesys Cloud CX has been top notch. We were able to go live with 11 plus countries and soon will be live with many more countries. Customer support is very efficient as the turn around time is very less.

Pros:

As an administrator, I find Genesys Cloud CX easy to use application. It can connect with real time attributes. The capability and scalability of this tool is flawless. Some of the other features that I like includes the call logging, predictive engagement, blind transfers, etc.

Cons:

One of the features which I like the least is it's limitation on a number of segments that can be added for a given license. The configuration flow if a user is live with multiple markets is very complex at times which requires a lot of additional support.

An Honest Review Of Genesys Cloud

Pros:

Genesys is one of the best platforms I've used as a Call Center Agent. It's spaces are maximized for making sure that accessibility and efficiency is achieved for employers and employees. It is easy to navigate through it and document your calls. It's overall performance is 10/10. Call quality from audio to documentation is reliable. I think it is a revolutionary tool unlike other platforms that are classified as cloud phones it has more monitoring options to make calls go smoothly not just for teammates/agents but also for supervisors.

Cons:

I dont have any requests or suggestions for Genesys since it's really a top tier tool.

Recently onboarded, off to a great start

Pros:

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.

Cons:

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.

PureCloud is easy to navigate and I appreciate that there are continuous improvements being made.

Comments: Ease of connecting all my agents and the ability to easily move agents as needs changed. Adding customers quickly and being able to provide dedicated, specific customer service for their customers. Also, being able to have control of changing messages. In my previous software I was supposed to provide 24 hours notice if I wanted the inclement weather message played because we needed to close - we are in Wisconsin - we don't really decide to just close 24 hours in advance, we wait and see if it is really necessary and then proceed. Having that ability to change with changing/time sensitive situations also extremely helpful.

Pros:

Hands down - ease of training new agents and getting them up and running is my number one. Also, I have transitioned from 3 separate systems for Outbound, Email/Chat and IVR and now all of my agents are in 1 system AND can communicate with each other! We have a much more customer-centric experience for our customers with better flow and getting them to the person who can help them the most without asking them to call back a different number. We are also able to house all supporting documents within the software - so we have cleared cubicles (which, let's be honest, are already small to begin with) of training binders, updates, FAQs, scripts and other resources. We were also able to move to USB headsets, further saving monthly land line expenses as well as improving sound quality for both the agents and our customers. Ease of scalability is one of the reasons we went with PureCloud as we were maxing out and having a difficult time going up/down in seats and be agile about it previously easy to add, difficult to remove. I find the Resource Center helpful and I am able to add or change things within PureCloud through the step-by-step directives. I also really like that there are improvements being made daily to PureCloud (weekly release notes) and it shows the proactive stance that Genesys takes with the product and not waiting to make annual overhauls to the product.

Cons:

I would have to say my greatest pain point is reporting. Canned reporting within PureCloud is limited and there have been minimal modifications made here. The data is available through the API but without having that resource internally, I rely heavily on running my own data for the operation from contact center stats to generating information for invoicing clients that we provide 3rd party contact center services for. This is a sticking point for me. Additionally, the script writer is a bit cumbersome - improvements are coming on this one, but at this point I don't load a full script, I only screen pop information regarding the account because it is difficult to build and have it make sense for what I need it for. Biggest issue? Everything is plain text so all my bold, colorized, hyperlinked etc. all disabled.

Feature Rich, easy to use Telephony Systemz

Comments: 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.

Pros:

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.

Cons:

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.

Amazing business interaction system with mobility and flexibility

Comments: 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.

Pros:

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.

Cons:

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

GENESYS CLOUD WITH HEINEKEN MEXICO

Comments: 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.

Pros:

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.

Cons:

We have problems with the integration with our SAP, because the version wasn't compatible with the solution.