Genesys Cloud CX Reviews - Page 4

facilidad de uso, todas las herramientas muy completas

de momento nada, todo lo que nos ofrecen esta completo

Simple out of the box solution that could provide me with many tools while minimizing our operational costs

Initially it wasn't as advanced as it is now

I recently started working at a financial institution that uses the Genesys platform for dialing campaigns. The ease of setting up predictive campaigns and reporting was very helpful to my team. Adding call scripts for collectors was a help for their outbound calls.

Setting up outbound message campaigns was a bit of a challenge and took longer than anticipated. I think this will get easier the mire it is used

Simple interface. Easy for all users on phone. It can be attach with others easily. This is very user-friendly . This comes with new feature regularly.

Good for solving all cloud problem in no time.

All in one solution, no specific module to roll out for agents, supervisors not administrators. Evolving with market trends

I believe that an SMS broker of your choice should be possible, but is far as i can see , that is on their roadmap (Bring your own SMS broker)

Ability to implement small-medium requests in short time and with low impact on IT dept. The continuous improvement on the platform is a plus.

Not sure about the handling of multi nations architectures. In some case is required to have one administrator handling several instances of the software for every single market.

There's some great features, such as calendar planning and the vast array of data you can view in the timeline side by side.

The software lacks basic functionality such as 'copy + paste', multi-layer schedules and name search.

It gives us the ability to "phone a friend" when we need help

I really don't know of any cons of this software

PureCloud allow you to make your call flows as simple or complex as you need.

Being cloud based means that access to internal resources can be challenging.

PureCloud allows fluid communication either across the call center floor, across town, or even across the state or country. It allows multiple utilities that previous software such as Presence did not allow for, such as callback and voicemail functionality, chat features and built in email clients. It becomes a one-stop shop for a call center looking to offer more outreach for customers. Having the ability to work from home, especially in times of crisis, is crucial and this is what PureCloud does best.

Prone to outages and glitches, though admittedly some of these could be due to network errors within the company. The email client is less than intuitive, and frequently seems to block out valuable attachments, which are important when working in a tech support role.

The ease of use. The software is very intuitive. The support has been forth coming for the last year.

The length of time to launch road map items. It has been a challenge being our premise based system offer more functionality and features.

Easy to use, scalable, efficient customer and team collaboration

Features awaited - teams, slack integration. Video conference calls

Great to make changes on the go, and for users working at home.

Pricing is a bit too high for small organizations.

Easy to use as a end user Easy to manage as a Admin Easy to manage/monitor Calls and Queues Reporting Tool is good WebRTC is good and works fine while all users Working From Home

PureCloud application crashes sometimes PureCloud application is throwing blank screen, while works fine when we use Chrome Customer care service response is not up to the mark

Genesys Cloud has helped us in many aspects throughout the business, we seen an uplift in sales, fewer dropped calls, and it's easy to use. It provides an all-in-one solution and allows us to connect and communicate with clients and co-workers efficiently anywhere. Genesys Cloud is very dependable and the learning curve is a breeze. For the time that I have used it, I have not experienced disconnections or drop calls.

Reporting could be better. It's hard to read and when extracting the data and the formatting is hard to read / follow

Amazing integration with several applications like salesforce, chat bot, emails, whats app

Need continues today mpronent on Dashboard Application.... it is not reflecting the new age look and feel.... may it has so many functionalities but look and feel is still old in business manager.., Application for iPad also need to improve... like in single window all schemes should be visible

Simplicity of use, administration, and control : It allows us to adapt quickly to all new needs we have.

It is very difficult to know all the new features and how they work. We tend to use only the same functions, even for new needs.

Easy development, easy deployment, very simple and objective management tool.

The points I liked the least are some limitations, such as the number of data tables allowed, flow results, and other limits.

Easy to implement. Easy to use. Complete control on all administration features All-in-one solution

For sure reporting and live monitoring has room to emprovements.

User-friendly. Always optimizing. Easy to navigate. More quality functions than its competitors. The people that you work with are fantastic.

The ticket/help center could run quicker. I find the response time could be improved in a more timely manner.

The software has a decent feature set but prices to high when compared to other companies in the same market

Support is not good, often takes too long to find solutions. Cost is high for what you get

All in one solution with easy implementation and easy configuration and it takes little time to go live.

Trupolsooting and the reporting is the least thing that needs to be more advanced in purecloud

API User interface for the users Canned Responses Architect Multiple channel Analytics, 100% view of each interaction

Email isn't on a level for multiple brands WhatsApp not available as channel SMS not available as channel