Genesys Cloud CX Reviews

99% Sunny and Hot with the odd occasional downpour

Comments: 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.

Pros:

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.

Cons:

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.

Improving the quality of service provided to customers.

Comments: Our five insurance companies now employ a multichannel marketing strategy that combines inbound and outbound efforts to reach new and existing clients. In order to increase efficiency and boost customer satisfaction, we migrated from a purely voice-based system and a third-party Livechat to one that incorporates chat, SMS, and email. The downtime problems of the previous system were also addressed by Genesys.

Pros:

Genesys cloud cx has been an invaluable asset to our company as the industry's leading cloud contact center platform. The fact that it may be easily modified to meet your specific needs is another plus. It's constantly up-to-date, and it takes very little time and work to put into deployment. I'm satisfied with its overall performance, and I must say that it's unusual to come across such a fantastic, bug-free, and straightforward platform.

Cons:

We finally found a means to communicate without breaking the bank with Genesys cloud cx. It's something I'd suggest for companies of any size.

Not a Big Fan

Comments: 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.

Pros:

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.

Cons:

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.

Omnichannel capabilities

Pros:

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

Cons:

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 Pure Cloud

Pros:

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

Cons:

Price policies are not flexible and scalable.

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

MYGenesys

Comments: Overall i liked the call routing features and easy usage to Business as well.

Pros:

I liked the User Interface and feature search .

Cons:

User interface needs to be added with little colors, to look more interesting

Next gen Cotact center solution

Comments: Its a very good product, reduce the chain technology compounds and very easy to use

Pros:

Its very easy to deploy, with a high quality technology, understand the business requeirements, and its all in one solution.

Cons:

A better call recording its required, like a dedicated system (NICE, Verint, RedBox).

Make your Cloudy Contact Center Model Clear

Comments: Overall, the Genesys Cloud CX solution helped save us from the hassle of having to maintain the much needed hardware maintenance activities associated with your tradition on-prem solution. The flexibility with call routing enables us to get calls routed to the correct resource for support.

Pros:

The IVR and virtual contact center routing capabilities along with Virtual hold callback solution and the outbound dialer campaigns is what we are actively using that our contact center receives a benefit from along with API connections to our host system for self service automation enabling our workforce to concentrate on handling exception versus normal contact requests.

Cons:

speech recognition for banking industry can be improved upon.

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.

Genesys Cloud CX Does Not Disappoint!

Pros:

Our contact center infrastructure is complex. Genesys Cloud CX integrates with existing legacy applications and is used by agents in several divisions within our organization.

Cons:

Chat bot was not easy to develop and deploy as we would like. Also, Genesys Cloud CX out-of-box reporting and dashboard is robust, but reports are limited to a certain number of rows.

Effective, easy to configure software for mid-sized contact centres

Comments: 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.

Pros:

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.

Cons:

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.

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.

The Purecloud platform has assisted us in revolutionizing the way we do business.

Pros:

The user interface reminds me of Apple software in it's simplicity of design and features. The flow of options is easy for new agents to adopt and creates an inviting environment for customer support. The reporting tools are fantastic and the "live" queue overviews is a nice touch. The ability to make changes, publish, and "go-live" all in one screen streamlines call center operations and improves efficiencies and productivity. The overview of user profiles, showing availability, background. skillset, and more improvise time needed to support customers as we have a birds eye view of where everyone on the organization is.

Cons:

I hope in time reporting mechanisms can be changes. When pulling queue specific reports i.e. queue summary for a specific week can become challenging if month end is included in that week; example - if pulling a weekly report for week of November 30, 2017 the end of week is December 3, 2017. The report will not show you summary information for the whole week as it breaks it apart into November and January (by month). This make is a manual process to see weekly service levels, abandon rates, and offered calls amongst any other metrics needed. Also, another area for improvement is real time agent performance - you cannot currently see how long an agent has been sitting in after-call-work. Additionally, the availability to have voicemails auto-routes like calls would be a nice feature.

Product Review || Genesys cloud

Comments: 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.

Pros:

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.

Cons:

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 service & product review

Comments: Its providing and outsourced to the bank which we can rollout new call centre very quickly

Pros:

Pros: Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, We moved to a third part for 1-2 line support service ( Kaptec) to provide a good all around support services.

Cons:

Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, but I was not resilient for the first year or so, The service rap was also very poor, with Genesys SDM not flexible in dealing with major incident and provided root cause of these issues back to the customer, If we want any changes customisation to the product everything was a project and prolong delivery timescales with genesys consultants. The license model for the agents is quite confusing and the license model for the genesis product is expensive and at time hard to understand

Genesys Cloud Solution for our Organization

Comments: 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.

Pros:

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.

Cons:

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.

GC in CSC

Comments: Overall I would say GC is a very up-to-date tool which provides most of the things Customer Service Center needs. During 2 years of experience we have faced only 1 unplanned downtime and just a few integration issues which is very important to run 24/7 customer service.

Pros:

As in our Customer Service Center the biggest volume of users are the agents, the ease of use and friendly interface are one of the most important things for us. Learning from the past and systems we used, we have made a good decision to start working in Genesys Cloud. It improved our real-time management which has a huge impact on SLA and agent availability.

Cons:

We were aiming to use internal chat functionality within GC but it wasn't adjustable and it didn't fit our company needs due to security risks we found in it. For a huge company like ours, the internal chat isn't the recommended option because you can't filter/categorize people within your organization

Genesys Cloud Review

Comments: Overall Genesys Cloud solution was a game changer specially during this time of pandemic crisis as we are able to work from home and provide continues support to our customers.

Pros:

Features and easy user adaptability, Can use it anywhere and does not need physical hardware, Contact Center features, ie ACD and Reporting.

Cons:

Telephony Features are OK but need some improvement if compared to features provided by traditional IPT vendors like Cisco and Avaya.

Good

Comments: good

Pros:

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

Cons:

asking other companies wich kind of software they use

We switched to PureCloud 15 months ago. It has been great for us. We love how reliable it is.

Pros:

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.

Cons:

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.

I have been very pleased with the Purecloud product. The product is very easy to use.

Comments: We have seen a huge benefit with our ability to use the data to support our business case for our Call Centre. Integration has been easy and we have been able to improve our use of the system on a daily basis.

Pros:

The ease of use for our Team Members to use the product has been very beneficial for us. Training our Team with the product is very minimal as they are able to answer calls with a simple click of the button.

Cons:

We have been starting our Call Centre for the benefit of our Customers and our Retail Store locations. Due to the shopping patterns of our customers, we are finding the pricing model requiring some attention as we do not have employees working full time. Some of our employees will work 1 day a week and the return on an employee for working such minimal time is difficult to see how the Agent pricing model works for us.

Good

Comments: good

Pros:

Software is good easily to handled with portal

A very honest review of Genesys Cloud CX

Comments: Very satisfactory.

Pros:

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.

Cons:

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

Great experiencwe

Comments: I started three years ago the digital transformation of one of the first four Spanish telephony operators, in these years of work we have integrated customer CRM , conducted outgoing campaigns, quality surveys, voice recognition In the IVR, improving the client's experience and that of the agents in charge of customer service.
Process automation and technical testing.
It has allowed me to grow professionally and improve costumer experience .

Pros:

Full of possibilities without the need of knowledge or previous experience.

Cons:

Platform Availability. We have not suffered service falls in three years