Genesys Cloud CX Reviews - Page 2

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...

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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...

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Probablemente mi mejor experiencia ha sido con IVR-Architect

Compartir pantalla, ya que únicamente la experimentamos en video llamada.

We love that the Genesys system provides us with a single system for all our customer interactions. We can handle inbound and outbound calls, chats, emails, and SMS. In addition, all the call recordings and call evaluations are in the same system (or will be when we are done rolling it out).

I think Genesys has some work to do on enhancing the sorting and filtering capabilities with the various views. I also think there are some issues to work through on the workforce management side, like being able to see a forecasted service level without publishing schedules, or having time off buckets to name a few.

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

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

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.

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

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.

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.

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

Price policies are not flexible and scalable.

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

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.

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.

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.

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.

It is easy to set up an IVR using Architect. User creation is simple and bulk imports are available. You can separate areas of your organization using Divisions which is beneficial. If you utilize Genesys Cloud Voice as your carrier, setting up and provisioning phones is simple. Also, this is a cloud based application, they are always updating it. Genesys has an ideas page, where you can submit changes you would like to see to the application and vote on other changes that have been suggested.

The reporting when it comes to segments of the calls and where they are transferred to could be better. It is difficult to determine where calls are going. The system does not currently record calls between users. We have several scenarios where an agent calls for assistance that we would like to be recorded.

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 Contact Center routing solutions are easy and implement and use for inbound and outbound calls and also for Chat. We are in middle of the migration process and hopefully we will be migrating complete our contact center from Genesys Engage & Avaya to Genesys Cloud CX

API integrations with other 3rd party solutions

Seamless integration, great product and feature rich under continual development - all in one place resouce

Nothing really comes to mind at present, the Dev environment is a little cumbersome

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.

Contact Center Routing using Architect, Implementation of contact center components and for supervisors it is easy to use to check on agent status, reporting and analytics and recordings, integration from existing Genesys Engage & Avaya to Genesys Cloud is smooth

API integration, Custom Routing solutions, and Desktop sharing options not available

I love that it is easy to navigate for even the least technical in our company. There is a ton of information out on the web for administrators or engineers that need to build or modify flows, APIs, queue, or groups really anything you are looking for and most of it is free. There is also a paid training called beyond that has been uber beneficial to my learning.

Learning to use the flows was hard at first. Its really not hard to build them once you get your head around it. Don't think too deep its really easier than it looks at first. I also have had a hard time using voice over IP with headsets. Our company went from desk phones to utilizing USB headsets and a profile. Sometimes the software forgets the profile/headset.

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.

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

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

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.

Great soft phone support, very tweakable, phone logs are easy to access for every call you don't have to dig for them. It's very customizable. Great for call centers.

Here are the biggest issues, unlike Cisco hard phones and soft phones are totally separate in how they integrate with the system. You can't run a hard phone and a sip phone and have them both ring. This also means that sharing lines is difficult for users like executive receptionists who deals with some executives on soft and some on hard phones. The phone tree has a few glitches to be aware of, and is difficult to learn so mistakes are inevitable if you make changes in house. Biggest issue is that the soft phone does not automatically change network adapters when connecting to a VPN. This is a big pain point for users who have to constantly switch SIP settings on their toolbar every time they move about.