Genesys Cloud CX Erfahrungen

very good software to meet my specific needs which also updates regularly including its deployment which takes little time and work

all I can fault about this software is its high cost for small businesses

It is easy to use this product it is like a rock

Price policies are not flexible and scalable.

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

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.

Its very easy to deploy, with a high quality technology, understand the business requeirements, and its all in one solution.

A better call recording its required, like a dedicated system (NICE, Verint, RedBox).

Lots of contact center functionality. User friendly interface.

Slow responses from support on open tickets.

Genesys Cloud CX surprises you with its ease of use and user-friendly interface. It has available real-time performance Dashboards based on the indicators that your Contact Center manages. In addition, it has the ability to store historical information that allows you to measure the evolution of your indicators and compare them with past periods.

I recommend defining which market segment and which service channels your Contact Center will manage, because the cost of the system is a factor to take into account, if your Contact Center is small or is in the process of growth, I recommend using Genesys with a lower cost plan.

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

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

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.

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.

This system have massive potential for customization and reasonable API coverage.

The post sale support is not the best, we often need struggle to bring Engineers up to speed before they can troubleshoot issues.

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.

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.

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

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

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.

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

So many features all in one solution and clear calls have system activity history. And have good security features.

Sometimes it's hard to read when extracting data and have had some issues with delay.

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.

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.

flexible but daily user for work for daily event

complicated but daily user for work and

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.

Easy of use and feature availability and modifications

Long response time from the sales team and project team