Genesys Cloud CX Reviews - Page 5

Very reliable and suitable for most needs

Price is a bit high, but the product is premium and probably best available

-Data insights -Reporting -IVR Customization -Easy technical onboarding -Modern interface -Cloud Resiliency

There isn't much to criticise here, the software is dependable and the support we receive is excellent!

The omnichannel approach is superlative. The fact that it's an all inclusive platform and it's very easy to use

About the social engagement there are room for improvement. The chat included is not the best of market.

Opens up multiple lines of communication across the business, allowing for easy communication between employees. Many call center tools, including recording calls, and quick customization of inbound call flow. The help center is also very extensive, I was able to find everything I was looking for when customizing our setup.

In the browser, Purecloud will occasionally stop accepting input from any microphone, regardless of how the settings are configured. The only fix I have found for this problem was to delete the cache and cookies from my browser. Purecloud browser was also unable to accept sound input from any device including the built in microphone on an Mac laptop.

Its user friendly, easy to train new users. Even being an administrator its straight forward to use.

Reporting requires manual work, multiple reports are generated for each user and they needs to arranged

* Very nice interface * Easy to setup * All-in-one solution

Would like to have some additional features for emails

Intuitive to use, powerful capabilities with built-in worforce management (scheduling) and quality management.

The implementation was a little bumpy and the support has been lackluster. We decided to start working with Inflow for support and that has been a very good decision.

The best about genesys is it's clarity of calls through VoIP. The auto call recording feature helps a lot in auditing the client calls for future references, at the same time all the calls are automatically stored in the cloud, we can download them if required. Good customer support with immediate response.

The server line is busy sometimes. The DID extensions failed often, so we have to work with new DID frequently.

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No cons were added to this review

I like its user interface and the customer support is superb

there is nothing which i dislike. I think it should be marketed more so that other customer can also use it

Has lots of features including call recording, call forwarding, internal instant messaging and a very nice, easy to navigate layout.

Requires quite a bit of internal implementation.

We use this program at my company to make sure agents taking calls in the call center are in adherence. We also use it to see deviations in our call volume. The adherence part is color coded and is fairly easy to interpret. The call volume part is a lot of data and unless you've been formally trained in the program it can take some time to figure out what you are looking at.

It is almost overwhelming with data, I would recommend getting trained if possible to maximize your potential in the program.

Good value for the price. Interactive Intelligence invested heavily in upgrades to functionality. Hopefully Genseys will continue doing this.

The agents don't like the login interface. And supervisors say that the dashboard could use an upgrade.

- Layout, very nice to look at and relatively user friendly - Combination of staffing outlook when viewing a timeline - 'Rollback' feature to reset schedule to a previous date / time

- Lack of basic functionality such as copy and paste - Java can be slow to respond - Little customization available to the user, especially in terms of layout

I would consider it to be user-friendly, not too complicated, helps with call management with timer countdown.

Often times agents are kicked off queue, lines get disconnected are go down, not easily transferable.

*web base to control emails and phones *admin capabilities to make changes on call flow, add users, queues set up changes, metrics *good standard reporting *application support

Email search - Unable to search emails by any text or subject Unable to resign emails

Purecloud is very easy and straight forward.

The software is great but occasionally drops calls.

Genesys has allowed us to work in an efficient and proactive way with innovative systems and reports.

The inability to copy and paste segment types

Simple user-friendly interface Drag and drop configuration Open API for customisation with other systems

pricing structure can be complex to understand

Single link to use Routing features like standard and Bull Eyes . Reporting templates have very useful information for Contact Center Super visor easy and understanding

Should have more Routing features along with multi level skill targeting based on availability Also it would be good to assign a single variable and use it along all flows rather than creating in each individual

Call quality is superb. All in one solution for contact centers for all sizes. very great. excellent.

There is nothing to dislike its great. good and excellent, great product,

Flexibility of system, great UX, self managed

Support could be improved. While PC aims to allow you to run independently, it is sometimes required

I like the program, because it allows communication with the client, co-workers, it adapts to the needs of the organizations

handling is a bit complex, but most of its users work with the program for a large part of the day, so constant use makes it manageable.