Genesys Cloud CX Erfahrungen

Genesys Cloud CX

Mobil-optimiertes Cloud-Callcenter mit Multichannel-Routing

Gesamtbewertung

4,4 /5
(223)
Preis-Leistungs-Verhältnis
4,1/5
Funktionen
4,2/5
Bedienkomfort
4,4/5
Kundenbetreuung
4,0/5

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223 Bewertungen

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

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

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  • 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".

Rodrigo
Gesamtbewertung
  • Branche: Bankwesen
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

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  • Preis-Leistungs-Verhältnis
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  • 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

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  • 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.
Diana
Gesamtbewertung
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

Genesys Cloud CX review

Bewertet am 23.3.2023

less hardware print in our data centers. A lot more ease of use for our end users. Integrations...

less hardware print in our data centers. A lot more ease of use for our end users. Integrations from 3rd parties with Genesys. API driven.

Vorteile

the ease of use from Engineering, administration, and end user perspective. Also, all omnichannel offered in one UI.

Nachteile

most of the time support. It can take some time to get them on the same page with you regarding concerns or issues.

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
Hao
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

Genesys Cloud CX Does Not Disappoint!

Bewertet am 1.10.2022

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

NICE CXone, Five9 und Amazon Connect

Warum Genesys Cloud CX gewählt wurde

We wanted a stable contact center solution that can support agents across the globe with minimal down time and a platform that is scalable to future demands and can be easily maintain.

Gründe für den Wechsel zu Genesys Cloud CX

We looked at solutions from Amazon, five9, and Nice. We ultimately went with Genesys Cloud CX because Genesys' product roadmap aligns with our organization's roadmap and can integrate with MS Teams, ServiceNow, and Salesforce CRM. Genesys Cloud CX architecture and interface make it easier for our internal teams to maintain and update before contacting Genesys support for assistance. Additionally, Genesys periodically update Genesys Cloud CX with new releases and enhancements, many of which we are looking to implement once available.
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.

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

Adrian
Gesamtbewertung
  • Branche: Marketing & Werbung
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
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  • Weiterempfehlungsquote 9.0 /10

Excellent all in one product

Bewertet am 11.3.2021

Brilliant product and seamless integration, did not take long to get the product set up and the...

Brilliant product and seamless integration, did not take long to get the product set up and the users onboarded

Vorteile

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

Nachteile

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

vijay
Gesamtbewertung
  • Branche: Buchhaltung
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

MYGenesys

Bewertet am 30.1.2023

Overall i liked the call routing features and easy usage to Business as well.

Overall i liked the call routing features and easy usage to Business as well.

Vorteile

I liked the User Interface and feature search .

Nachteile

User interface needs to be added with little colors, to look more interesting

In Betracht gezogene Alternativen

Webex

Warum Genesys Cloud CX gewählt wurde

I heard good reviews on Genesys and wanted to have a Multi channel customer experience.

Gründe für den Wechsel zu Genesys Cloud CX

Overall i liked the Genesys Admin features and easy usage to supervisors as well.
Brian
Gesamtbewertung
  • Branche: Krankenhausversorgung & Gesundheitswesen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

Happily Migrating From Genesys PureConnect To Genesys Cloud

Bewertet am 28.10.2022

As the Ascension Technologies contact center standard, Genesys Cloud equips Ascension with an...

As the Ascension Technologies contact center standard, Genesys Cloud equips Ascension with an industry-leading, flexible, reliable all-in-one omnichannel contact center and communications solution. Our Genesys application has been positioned to provide our lines of business with full interaction (call/callback/voicemail/email/chat/SMS) queuing, self-service, & recording capabilities, as well as automated outbound dialing, CRM/EHR/EMR integration, workforce management/engagement tools, end-to-end reporting/analytics, and 24x7 technical support & consulting. By unifying communications & data availability across Ascension, we are reducing complexity, simplifying administration, improving efficiency, and reducing total cost of ownership--all without disrupting existing systems. This has proven key to delivering a consistent associate/patient experience for our users.

Vorteile

The application is much easier to administer, manage call flows, and expand to other lines of business. We really enjoy the the Ideas Lab/Community, which allows us to recommend and promote/upvote new features/functionality. The Beta Community has been equally as fantastic given it provides us an opportunity to test drive new features before GA.

Nachteile

As with any product, there are some lacking features/functionality, but the roadmap seems promising. We still struggle a bit with the Support process, and would suggest more live hands-on troubleshooting upfront rather than relying solely on uploading log files and videos of the replicated issue.

Matthew
Matthew
Gesamtbewertung
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

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  • Weiterempfehlungsquote 10.0 /10

99% Sunny and Hot with the odd occasional downpour

Bewertet am 15.11.2018

The overall experience we have had is a great one with a few niggles I would say to describe the...

The overall experience we have had is a great one with a few niggles I would say to describe the downsides. The main experience moving past the building and testing stage into full BAU was another great experience as the support during the early stages was nothing less than exemplary. The issues that abounded with our previous dialler software supplier have now been remedied by our decision to align our business with the Genesys product Purecloud. We are now investing our time and efforts to implement Pureclouds growing functionality to unify our communications Chat, Email, SMS and Social and integrate these with the voice channel to improve the customer journey everytime they wish to communicate with us.

Vorteile

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.

Nachteile

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.

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

Gesamtbewertung

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

Genesys Cloud

Bewertet am 30.4.2021

Vorteile

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.

Nachteile

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.

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

Gesamtbewertung

  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 8.0 /10

Genesys Cloud Solution for our Organization

Bewertet am 7.4.2020

Genesys Cloud has greatly improved our flexibility as an organization. With the Covid-19 pandemic...

Genesys Cloud has greatly improved our flexibility as an organization. With the Covid-19 pandemic we had to quickly configure much of our staff to work from home. Genesys cloud helped make this transition relatively seamless.

Vorteile

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.

Nachteile

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.

Martin
Gesamtbewertung
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

GC in CSC

Bewertet am 14.9.2022

Overall I would say GC is a very up-to-date tool which provides most of the things Customer Service...

Overall I would say GC is a very up-to-date tool which provides most of the things Customer Service Center needs. During 2 years of experience we have faced only 1 unplanned downtime and just a few integration issues which is very important to run 24/7 customer service.

Vorteile

As in our Customer Service Center the biggest volume of users are the agents, the ease of use and friendly interface are one of the most important things for us. Learning from the past and systems we used, we have made a good decision to start working in Genesys Cloud. It improved our real-time management which has a huge impact on SLA and agent availability.

Nachteile

We were aiming to use internal chat functionality within GC but it wasn't adjustable and it didn't fit our company needs due to security risks we found in it. For a huge company like ours, the internal chat isn't the recommended option because you can't filter/categorize people within your organization

Neil
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

Genesys Cloud Review

Bewertet am 21.5.2020

Overall Genesys Cloud solution was a game changer specially during this time of pandemic crisis as...

Overall Genesys Cloud solution was a game changer specially during this time of pandemic crisis as we are able to work from home and provide continues support to our customers.

Vorteile

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

Nachteile

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

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 4.0 /10

Not a bad product, but not easy

Bewertet am 7.4.2019

It's more powerful than our Cisco system but we've had much more administrative overhead. A phone...

It's more powerful than our Cisco system but we've had much more administrative overhead. A phone should be a phone and software based phones aren't reliable

Vorteile

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.

Nachteile

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.

Mohammed
Gesamtbewertung
  • Branche: Personalwesen
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

Genesys PureCloud review

Bewertet am 3.2.2019

Maximum utilization of manpower productivity. atomizing the contact center workflow & saving...

Maximum utilization of manpower productivity. atomizing the contact center workflow & saving supervision cost.

Vorteile

The Ultimate Security Control, High Availability, Business Continuity & System Flexibility. such as managing the workgroups & locations for different lines of business & modules using single interface. compatibility with most CRM apps & workforce management systems, live-time system, workgroup & user reporting & forecasting.

Nachteile

Knowledge base & FAQ does not cover all software features, real time dashboards needs more developments & hotfixes including social media & web chat features (looking forward for the new software upgrade that will fix most of this issues).

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Bildungsmanagement
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

Actively enhanced platform

Bewertet am 14.11.2018

Purecloud is a solid platform with limitless functionality. It's great to learn on from an entry...

Purecloud is a solid platform with limitless functionality. It's great to learn on from an entry level admin standpoint and even better to work on as you continue to learn.

Vorteile

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.

Nachteile

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.

Raghu
Gesamtbewertung
  • Branche: Telekommunikation
  • 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

Good

Bewertet am 15.2.2023

good

good

Vorteile

Software is good easily to handled with portal

Joseph Ysmael
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

A very honest review of Genesys Cloud CX

Bewertet am 29.7.2022

Very satisfactory.

Very satisfactory.

Vorteile

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.

Nachteile

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

Harley
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.