Genesys Cloud CX

Mobil-optimiertes Cloud-Callcenter mit Multichannel-Routing

Gesamtbewertung

4,4 /5
(195)
Preis-Leistungs-Verhältnis
4,1/5
Funktionen
4,2/5
Bedienkomfort
4,4/5
Kundenbetreuung
3,9/5

89%
haben diese Anwendung empfohlen
Sortieren nach

195 Bewertungen

Selim
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

One of the best in the business

Bewertet am 9.4.2023

Very happy with it, really worth the money.

Very happy with it, really worth the money.

Vorteile

Very easy to use, master of unified communications. Easy to deploy and helps improve sales, provide better customer experience and track agent performance & share feedback with the team

Nachteile

It's one of the most popular solutions for customer experience, so it's expensive.

Kymberli
Gesamtbewertung
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

G Cloud

Bewertet am 25.8.2020

Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G...

Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G Cloud is not as "self sustaining" as we were lead to believe but as we move through the learning curve we see less struggle.

Vorteile

Everything inside G Cloud is very user friendly. The features and integrations that are available have helped our organization grow and develop to be more productive and innovative.

Nachteile

There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail. Specific configurations are not always playing nice with each other.

In Betracht gezogene Alternativen

Five9

Warum Genesys Cloud CX gewählt wurde

We needed more multi-channel forms of communication with our clients/members/customers.
Michael
Gesamtbewertung
  • Branche: Non-Profit-Organisation Management
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 3.0 /10

Phone service, not much else.

Bewertet am 22.8.2019

My team uses PureCloud for emails, and it's platform really is nothing more than taking their phone...

My team uses PureCloud for emails, and it's platform really is nothing more than taking their phone platform and translating it to emails. It doesn't filter spam and is not manager-friendly.

Vorteile

PureCloud offers terrific analytics that are easy to access. It's also easy to add/remove or change users instantly when needed.

Nachteile

For phones, it works fine. It offers a chat platform that is very limited, and a very poor email ticketing system that works like phones; emails come in and you have to click "answer". It doesn't allow viewing/assigning of email tickets (for example, going through and assigning all Spanish ones to a qualified agent), and is frequently buggy, like not recognizing your space bar so you write things like "thankyou".

Emmanuel jeremiah
Gesamtbewertung
  • Branche: Buchhaltung
  • Unternehmensgröße: 2–10 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

A master at incident resolving and analysis

Bewertet am 5.7.2023

Otherwise I am having alot of fun using the genesys cloud and my experience is generally an amazing...

Otherwise I am having alot of fun using the genesys cloud and my experience is generally an amazing one

Vorteile

What I like most about the genesys cloud is that it's very friendly to use because it doesn't require alot of training and it is easy to navigate through the app

Nachteile

What i like least about the genesys cloud is the fact that it freezes some times and it some times takes long to run commands with a time lag of like 10 seconds

Tim
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Genesys Cloud delivers

Bewertet am 5.5.2021

As we are still in the grip of a pandemic, using a cloud-based UC and CC solution, as Genesys...

As we are still in the grip of a pandemic, using a cloud-based UC and CC solution, as Genesys Cloud, is invaluable to allow our people to work from home or anywhere with internet. As everyone is provided with a laptop and headset, we can guarantee 100% uptime of our Contact Center.

Vorteile

Combined with other solutions, it provides us with PCI Compliance, agent development and evaluations, work-from-anywhere, in-depth call routing via ACD and IVR, in-depth reporting and stats, scalability and resilience.

Nachteile

More ringtones needed - only one provided and it gets very irritating when in an office.
Email interactions function needs refining.

In Betracht gezogene Alternativen

NICE CXone und RingCentral MVP

Warum Genesys Cloud CX gewählt wurde

Old, unreliable

Gründe für den Wechsel zu Genesys Cloud CX

When looking to replace our aging Avaya system, we looked at various different solutions but a cloud-based one was a must. From the three we evaluated, Genesys Cloud was chosen over the other two as it was an all-in-one solution (not separate UC and CC, no matter how much we were told it was integrated by the vendor) and they didn't use heavy-handed sales techniques
Rodrigo
Gesamtbewertung
  • Branche: Bankwesen
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

Administrator

Bewertet am 14.1.2021

It was a successful experience, very little problems (especially with integrations), that were...

It was a successful experience, very little problems (especially with integrations), that were finally resolved and some isolated problems that were resolved as the installation progressed. Generally speaking, it is a great Contact Center Solution

Vorteile

Expansion capabilities, broad knowledge base, and possibilities to grow with few requirements if needed.

Nachteile

Integrations with other legacy products have been an inconvinience.

Russell
Gesamtbewertung
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

Great Journeys begin at Home.

Bewertet am 25.7.2022

Customer experience is improved and and marketing is working better.

Customer experience is improved and and marketing is working better.

Vorteile

Remediating our on premise legacy aging PBX & Call recording suites of applications and hardware.

Nachteile

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.

In Betracht gezogene Alternativen

MiCollab

Warum Genesys Cloud CX gewählt wurde

Business cloud strategy was fulfilled by the product.

Gründe für den Wechsel zu Genesys Cloud CX

Feature delivery was better with GC.
Nicole
Gesamtbewertung
  • Branche: Automotive
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 9.0 /10

Genesys CX brings incredible value

Bewertet am 23.3.2023

We've seen incredible value with migrating to the platform. Able to consolidate multiple omnichannel...

We've seen incredible value with migrating to the platform. Able to consolidate multiple omnichannel platforms into one. API integration is easy. Reporting is excellent

Vorteile

Ease of use, innovation speed, true omnichannel suite

Nachteile

Operational support is terrible, Professional Services tries to fit you into their mold for how to implement

In Betracht gezogene Alternativen

NICE CXone

Gründe für den Wechsel zu Genesys Cloud CX

Ease of use, innovation speed, true omnichannel suite, industry experience
Sean
Gesamtbewertung
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Weiterempfehlungsquote 9.0 /10

Outbound Call Center Admin

Bewertet am 28.12.2022

Vorteile

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.

Nachteile

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.

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Computer-Hardware
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 9.0 /10

Genesys is a great cloud phone system

Bewertet am 8.11.2019

My overall experience is a with Genesys has been great. The cloud is the future of landlines.

My overall experience is a with Genesys has been great. The cloud is the future of landlines.

Vorteile

The system is fairly easy to use and it appears to have good security features. The calls are very clear and you have activity history stored in the system. You also have access to voicemail, which can be accessed at any time.

Nachteile

It is sometimes difficult to understand the menu. For example, I was not sure how to call someone without asking first. I see room for improvement in making this product easier to use.

Vijaya
Gesamtbewertung
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Weiterempfehlungsquote 10.0 /10

Cloud Solutions for Contact Center

Bewertet am 13.10.2022

The best experience is we get all in one page or in one link. Agent supervisors get agent recordings...

The best experience is we get all in one page or in one link. Agent supervisors get agent recordings, reporting and monitoring all in one login to Genesys Cloud CX.

Vorteile

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

Nachteile

API integrations with other 3rd party solutions

Teri
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

PureCloud is easy to navigate and I appreciate that there are continuous improvements being...

Bewertet am 12.9.2017

Ease of connecting all my agents and the ability to easily move agents as needs changed. Adding...

Ease of connecting all my agents and the ability to easily move agents as needs changed. Adding customers quickly and being able to provide dedicated, specific customer service for their customers. Also, being able to have control of changing messages. In my previous software I was supposed to provide 24 hours notice if I wanted the inclement weather message played because we needed to close - we are in Wisconsin - we don't really decide to just close 24 hours in advance, we wait and see if it is really necessary and then proceed. Having that ability to change with changing/time sensitive situations also extremely helpful.

Vorteile

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 asking them to call back a different number. We are also able to house all supporting documents within the software - so we have cleared cubicles (which, let's be honest, are already small to begin with) of training binders, updates, FAQs, scripts and other resources. We were also able to move to USB headsets, further saving monthly land line expenses as well as improving sound quality for both the agents and our customers. Ease of scalability is one of the reasons we went with PureCloud as we were maxing out and having a difficult time going up/down in seats and be agile about it previously easy to add, difficult to remove. I find the Resource Center helpful and I am able to add or change things within PureCloud through the step-by-step directives. I also really like that there are improvements being made daily to PureCloud (weekly release notes) and it shows the proactive stance that Genesys takes with the product and not waiting to make annual overhauls to the product.

Nachteile

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 center services for. This is a sticking point for me. Additionally, the script writer is a bit cumbersome - improvements are coming on this one, but at this point I don't load a full script, I only screen pop information regarding the account because it is difficult to build and have it make sense for what I need it for. Biggest issue? Everything is plain text so all my bold, colorized, hyperlinked etc. all disabled.

James
Gesamtbewertung
  • Branche: Marketing & Werbung
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

Amazing business interaction system with mobility and flexibility

Bewertet am 14.12.2021

The experience with Cloud CX has been amazing. The backed end (architect) is very easy to use and...

The experience with Cloud CX has been amazing. The backed end (architect) is very easy to use and if you can work a visio diagram you can create a call flow. The baked in skill based routing and time of day route decisions is setup very well.

Vorteile

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.

Nachteile

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

In Betracht gezogene Alternativen

Cisco AnyConnect

Warum Genesys Cloud CX gewählt wurde

We wanted to move from a hosted on-premise solution to a cloud-based system.

Gründe für den Wechsel zu Genesys Cloud CX

Features, pricing and ease of deployment
Verifizierter Rezensent
Gesamtbewertung
  • Branche: Computer-Software
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Weiterempfehlungsquote 7.0 /10

Can help businesses optimize customer service and improve customer satisfaction

Bewertet am 22.4.2023

Vorteile

Provides a user-friendly interface that makes it easy to navigate and manage customer interactions and offers a variety of integrations with third-party applications, such as CRM and workforce management software, which can help improve efficiency and streamline workflows.

Nachteile

May require significant customization to fit specific business needs, which can be time-consuming and costly and can be challenging to manage large volumes of customer data and interactions, particularly without proper training or expertise.

Chris
Gesamtbewertung
  • Branche: Konsumgüter
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Genesys Cloud

Bewertet am 7.2.2023

All in one contact center.

All in one contact center.

Vorteile

Easy to deploy. Different licensing packages for different size businesses. API's can connect to almost all third party products.Amazing Analytics, Queue Routing, etc.

Nachteile

Workforce Engagement Management could use some updates which Genesys is actively working on.Surveys could use some updating.True Screen Cloud Recording could use some updating.Mobile Web Messaging could use some updating.

In Betracht gezogene Alternativen

NICE CXone
Isaiah
Gesamtbewertung
  • Branche: Medizinische Geräte
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Wöchentlich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 7.0 /10

PureCloud - Great for OmniChannel, but not Voice

Bewertet am 8.2.2019

It is an overall great new system, in which I know in time will only get better! Even though Spoken...

It is an overall great new system, in which I know in time will only get better! Even though Spoken IVR is not available right now, I know it will be in the future. Once it is in place, the PureCloud will be impossible to beat!

Vorteile

Genesys PureCloud offers some great ways to streamline and modernize your Call Center and its performance. The ability to supply your customers with multiple contact channels (email, chat, text, voice) is a huge benefit to the customer, along with opening new revenue paths (whether it be Customer Satisfaction or new Sales Opportunities) for your company. To have all this without having to have an on premise environment is amazing!

Nachteile

Unfortunately, there is one major hurdle when it comes to Genesys PureCloud. If a customer is using a voice channel to reach your call center, there are some limitations. Currently, PureCloud does not allow for Spoken IVR. So, if your company has one main phone line that houses all the support for all the products and services it offers, the customer can't just speak the word or phrase that best describes the services they need and get routed to the right agent/department. The only option for the customer is to go through a list of options in a phone menu and wait until it offers the option they need and press the corresponding number. For our company, that would mean 50-100 different menu items! If this is a must, then PureEngage is the way to go!

Naleen
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

All in one Communication Tool

Bewertet am 22.2.2023

Vorteile

Great software that manages multiple communication methods.Also tracking individual performance is much easier and real time performance is a great function as it increased individual performance.

Nachteile

Log in and log out can me made simpler as compared to Pureconnect.

Phatana
Gesamtbewertung
  • Branche: Automotive
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

Quick Review of Genesys Cloud CX

Bewertet am 29.3.2023

This telephony platform is great!

This telephony platform is great!

Vorteile

what I like about Genesys Cloud CX is newer updates are automatically updated for you in the Cloud version.

Nachteile

There are features that need to be automated and needs improvement.

Aarde
Gesamtbewertung
  • Branche: Einzelhandel
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Genesys Cloud delivers enterprise level technology for a team of 2,000 global agents.

Bewertet am 20.4.2020

Genesys Cloud is an amazing product and company. We decided to migrate to them in August of 2019....

Genesys Cloud is an amazing product and company. We decided to migrate to them in August of 2019. The implementation and ongoing support from Genesys has been nothing buy amazing. They provided dedicated personalized support during our roll out/go live and have continuing to support us through our ongoing business as usual operations ever since.

Vorteile

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)

Nachteile

We don't like how we have to use on site Edges for VoIP traffic.

Jorge
Gesamtbewertung
  • Branche: Sicherheit & Untersuchungen
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 0.0 /10

There are better options

Bewertet am 26.9.2019

Vorteile

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

Nachteile

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

Hailey
Gesamtbewertung
  • Branche: Personalwesen
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 9.0 /10

PureCloud

Bewertet am 9.12.2019

Purecloud has been helpful when I am out of the office. I also enjoy the fact that I receive an...

Purecloud has been helpful when I am out of the office. I also enjoy the fact that I receive an email when I get a voicemail. It includes the voicemail in the email which is very helpful if I need to send it to someone on my team to assist.

Vorteile

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.

Nachteile

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.

Danny
Gesamtbewertung
  • Branche: Versorgungsunternehmen
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 5.0 /10

Genesys Cloud CX it could be better.

Bewertet am 18.4.2023

The Realtime & reporting aspect of Genesys Cloud CX is an improvement from previous versions.

The Realtime & reporting aspect of Genesys Cloud CX is an improvement from previous versions.

Vorteile

The new drag and drop feature was a welcomed addition, this allows quick & easy updated for singular exceptions.

Nachteile

Lack of features from previous versions. These range from being unable to add multiple exceptions into a full schedule for all agents selected to not having a meeting scheduler built in, in a contact centre of more than 5000 agents & having to manually add individual exceptions to be spread out across a week is a tiring task.

Pedro
Gesamtbewertung
  • Branche: Telekommunikation
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Genesys Cloud - Perfect for Contact Center

Bewertet am 3.3.2021

Vorteile

Genesys Cloud allows our staff to make and receive calls from anywhere. The call quality is great and with the WebRTC , we just need a web browser to be online and available for our customers. The interface is easy to use and there are several reports templates to provide historical information for the interactions, performance, queues, etc.

Nachteile

Genesys Cloud could provide an option to allow users to send the reports by email and also I would like to have more tools for troubleshooting interactions.

Harley
Gesamtbewertung
  • Branche: Religiöse Einrichtungen
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Weiterempfehlungsquote 9.0 /10

Empowerment via PureCloud

Bewertet am 17.5.2019

PureCloud enables us to ascend over some of the issues we've had in the past. Now, our agents can...

PureCloud enables us to ascend over some of the issues we've had in the past. Now, our agents can easily switch between phones; if there are phone outages or internet outages, they can choose the option that works best for them, whether a managed, remote, or mobile phone. This makes for an experience with much more control and empowerment for each individual utilizing the application. Also, because PureCloud is so mobile, our remote operators have been able to handle incoming calls with merely a tablet and mobile. This has helped us greatly. Finally, our average speed of answer was significantly improved. We can answer more calls now in the same amount of time, saving time and improving the bottom-line.

Vorteile

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.

Nachteile

The billing spectrum lacks flexibility.

Jonathan
Gesamtbewertung
  • Branche: Einzelhandel
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 5.0 /10

Purecloud 3 years later

Bewertet am 6.11.2018

We have brought onboard a number of our store locations to centralize the customers experience and...

We have brought onboard a number of our store locations to centralize the customers experience and let the store locations get back to what they do best, service the customers that are on-site. The scalability and the multi-channel options allows us to try different strategies and change to what our customers need from us, without having to bring on a new application or have multiple applications.

Vorteile

It's constantly evolving and providing new features.

Nachteile

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