Genesys Cloud CX Reviews - Page 3

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.

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.

The I can use my cell phone as if I were on my office phone. I'm able to communicate with clients as if I am in the office while I'm on my cell phone; out of the office traveling, picking up my kids, etc.

When my office phone is forwarded to my cell phone, it will only ring once, maybe twice before the call has already moved into my voicemail. If my phone is not right in or near my hand, I will miss the call.

The platform is actively updated with new features and fixes, this has allowed us to make constant revisions and refinements to our contact centers flows and scripts. As we've learned more about the platform and new features have been released we've found almost limitless possibilities to reduce handle time and increase the customer experience.

It's difficult to adjust to working on a platform that is largely troubleshot by the team's that developed the platform vs. having physical devices on site that you can troubleshoot on your own. The biggest issue with this is support can be lacking at times and very tedious to work with.

I think it's easy to use. I appreciate that you can use it via web browser or application. The menu icons make it easy for you to identify the tools you need. The live chat functions while on calls are extremely useful and easy to access.

Calls often drop for no reason. The time-off tool is clunky - you have to tap through dates and times rather than just enter them manually which can take way too long. The sound quality of calls can be questionable in seasons. The evaluation element.

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.

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.

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

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.

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

What we like most is capability of PureCloud for each agent. Agents are empowered to swiftly adapt to any given situation with full control over which conduit they are making or receiving interactions through.

The billing spectrum lacks flexibility.

First and foremost i like the ease of use, second comes the functionality and all the options.

I haven't encountered yet anything to dislike about it.

It's constantly evolving and providing new features.

It's an expensive product that struggles with concurrent licensing models and mixed license types.

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.

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

Liked most the simplicity of use and integration.

Relatively slow delivery of solutions to main painpoints reported by business via idea portal.

Ease of maintenance by our IT team and reliability compared to our previous on-premise phone system.

We are a seasonal with more employees during the spring and fall (compared to winter and summer) and it would be nice to be able to have our license pool ramp up or down by month.

flexibility of deployment. especially most of the things are pre-build and just enable with very less effort

limited features when access to through mobile devices

Very easy to set up and manage. You can have any contact center up and running easily. Their admin page is very user friendly plus they have a very extensive resource and community portal.

Although they have a lot of available reports, they lack the ability to download more detailed reports and customize your reports. If you need the ability to do this you would have to pay more through their App Foundry. Purecloud is also at the high end of the price spectrum for user licensing.

For a per-user monthly price, the Genesys solution gave our company auto advanced routing, real-time reporting and a roadmap to unify email, chat and social interactions.

Sometimes it's difficult to use the dashboards lots information for supervisor. Need to be focused on 3 or 4 KPI's by department. Workforce management tool is not easy to implement but with lots of energy, we understand more this feature.

A very easy to use Architect that enables us to create call workflows ourselves without depending on genesys support or services. As we have are changing the support structure and processes internally, this speeds up the changes we need and can test them live

While dashboard works great, Pure cloud reports are something that can be improved a lot. you have to mine a report data in excel before it can be used in a presentable format

The PureCloud product is very easy to use. Navigating through the software is very user friendly and using the "help" features provide a great resource for insight. Reaching out to the community has been a great help for us as well.

We have based our call centre around part time shifts due to the demand of our business. The pricing model will have to be reviewed for our operations as we continue to grow.

Intuitive, clear menu; Excellent communication; Ability to transfer calls;

Very loud sound during an incoming call and when connecting to a subscriber. The system does not remember the user and periodically you need to enter your login and password again.

La facilidad en la que se implementa y la función que cumple van acorde a la necesidad del trabajo efectuado. posee varias funciones aparte de generar llamadas, sirve como chat con su collaborate donde permite comunicarse entre el equipo de trabajo para así tener una comunicación fluida estes donde estes. además de gestionar horarios y turnos de cada ejecutivo.

las caídas de sistema, llamadas cortadas y sin información

Easy to implement, easy to use, and user-friendly.

- Dashboard is missing the flexibility for shorting agent status. - Historical reports should add more customizable for users.

I like that the API allows for a lot of customization of how you use the software, and is also easy to use for researching how features work.

Reporting is somewhat restrictive and not easy to use and customize, I think this could be far more flexible to custom needs.

Perfect for the call center to receive and cycle through calls, emails, and chats.

There are glitches and bugs and system issues. Sometimes calls do not come through

it was easy to implement, better results

professionals service werent that good sometimes