Genesys Cloud CX

Mobil-optimiertes Cloud-Callcenter mit Multichannel-Routing

Gesamtbewertung

4,3 /5
(176)
Preis-Leistungs-Verhältnis
4,1/5
Funktionen
4,2/5
Bedienkomfort
4,3/5
Kundenbetreuung
3,9/5

89%
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176 Bewertungen

Juan David
Gesamtbewertung
  • Branche: Telekommunikation
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Wöchentlich für 6-12 Monate genutzt
  • Quelle der Bewertung

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

Next gen Cotact center solution

Bewertet am 16.11.2022

Its a very good product, reduce the chain technology compounds and very easy to use

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

Xperience

Warum Genesys Cloud CX gewählt wurde

support

Gründe für den Wechsel zu Genesys Cloud CX

support level in Colombia, certified partners in Colombia
Verifizierter Rezensent
Gesamtbewertung
  • Branche: Versicherung
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

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

A good product that is getting better

Bewertet am 18.5.2021

Overall we have been pretty happy with the Genesys Cloud application. When we find things that are lacking, we are able to put in ideas for enhancements and some of those ideas have already been implemented.

Vorteile

We love that the Genesys system provides us with a single system for all our customer interactions. We can handle inbound and outbound calls, chats, emails, and SMS. In addition, all the call recordings and call evaluations are in the same system (or will be when we are done rolling it out).

Nachteile

I think Genesys has some work to do on enhancing the sorting and filtering capabilities with the various views. I also think there are some issues to work through on the workforce management side, like being able to see a forecasted service level without publishing schedules, or having time off buckets to name a few.

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 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".

Thea
Gesamtbewertung
  • Branche: Outsourcing/Offshoring
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

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

An Honest Review Of Genesys Cloud

Bewertet am 1.12.2022

Vorteile

Genesys is one of the best platforms I've used as a Call Center Agent. It's spaces are maximized for making sure that accessibility and efficiency is achieved for employers and employees. It is easy to navigate through it and document your calls. It's overall performance is 10/10. Call quality from audio to documentation is reliable. I think it is a revolutionary tool unlike other platforms that are classified as cloud phones it has more monitoring options to make calls go smoothly not just for teammates/agents but also for supervisors.

Nachteile

I dont have any requests or suggestions for Genesys since it's really a top tier tool.

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Telekommunikation
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

8/10 product for now, as this product gets better will easily be a 10/10 product in the future

Bewertet am 24.1.2021

I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future

Vorteile

It was easy to implement and start up. For my company as we had multiple software for our CRM, Genesys Cloud really made it easy as it is all in one software

Nachteile

Some areas still need to be developed, such as the reporting and the Workforce Management addon

Terry
Gesamtbewertung
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

Breath of fresh air vs historical telephony systems

Bewertet am 27.8.2022

The software uptime is an industry leader, with no consistent downtime problems since starting with the service. Which is worlds away from our previous experiences with downtime being seen at least once a month with a large agent / customer detriment because of this.

Vorteile

Ease of use. The GUI is clear and concise on both and agent and Administrator level.

Nachteile

The workforce management side of the software still requires a lot of work. There is too many interweaving layers to be able to produce an easy to use schedule for our agents.

In Betracht gezogene Alternativen

Microsoft Teams und Cisco Jabber

Warum Genesys Cloud CX gewählt wurde

The historical system was clunky, unreliable with a very sub-par support channel. This was culminated with the system owners choice of decommissioning the telephony platform we had used with them shortly after our contractual obligations had ended.

Gründe für den Wechsel zu Genesys Cloud CX

The cost benefit analysis and uptime SLAs could not be matched against any of the other products at hand.
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.

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.
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.
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, 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

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 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.

Amanda
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 7.0 /10

Genesys Cloud Implementation

Bewertet am 11.5.2021

Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users. We have seen good movement with new capabilities since we moved over to the platform and have confidence that we will continue to be partners with Genesys to continue enhancing the product for years to come.

Vorteile

The fact that we could move all of our telephony (agents and non-agents) off of an on-premise solution and to the cloud in a very fast period of time was tremendous. The ability to shift all of the support out of IT and into the business has allowed us to optimize our customer's experience in a very agile manner. The buildout of each of the channels has been slow for us due to internal reasons, but we have many capabilities that we never had before moving to Genesys Cloud.

Nachteile

WEM and reporting are not ideal in Genesys Cloud. Genesys has continued to invest and enhance in these areas, but they have a way to go.

Pure Voice and how calls get routed through our virtual edges causes some issues from time to time. We rely on Genesys to help us dive into those issues so that we can understand what causes them and learn to optimize our processes to avoid them in the future. Going through some pains here has taught us a lot but the issues themselves aren't ideal.

There have been some data lags when we have tried to access our data through the UI or APIs. This happens more frequently than we would hope for and causes some issues with managing our agents/call centers.

In Betracht gezogene Alternativen

NICE CXone

Warum Genesys Cloud CX gewählt wurde

To move away from on premise inflexible solutions to a cloud solution that could retire many different solutions and consolidate us to one. Additionally, to shift the support and ownership of the application out of IT and into the Business.

Gründe für den Wechsel zu Genesys Cloud CX

There were a few reasons in regards to security, general functionality, and pre-sales communication/relationships.
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 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.

Brian
Gesamtbewertung
  • Branche: Krankenhausversorgung & Gesundheitswesen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • 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 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.

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Bankwesen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

Genesys Review

Bewertet am 9.1.2020

When you compare the other Contact Center social media tools, I'm pretty sure that genesys did well on this. Previous versiyona has some issues and diffuculties while integration you should be a pro. But now they're making the stuff more eaiser which pretty Fast comparing the past.

Vorteile

Genesys pure cloud side, we generally use social media integration, which is good to have Twitter and facebook to use it.

Nachteile

Wish that it also have instagram, YouTube, appstore and googleplay integration features as well rather than providing Professional services.

In Betracht gezogene Alternativen

Webex
Pritam
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

Product Review || Genesys cloud

Bewertet am 3.5.2020

So , as told i like most of the features and functions of different components. Mine overall experience pretty good and i have learnt lot of new things in this platform, so its really helping me to grow in my career in technical front.

Vorteile

Genesys Purecloud or Cloud is very versatile contact center product for any size of organisation. I like most of the features of this product out o that most is architect part, its really very easy and flexible for any new requirement.

Nachteile

As such i don't have any point to describe but one thing i am facing now a days after every maintenance window, lots of bugs we have seen, again its takes couple of hours to rectify. I thing we can do better for any maintenance window or update window further.

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 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!

April
Gesamtbewertung
  • Branche: Non-Profit-Organisation Management
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

An Honesty Review...

Bewertet am 17.11.2022

So far our company loves Genesys cloud. We are barely using all the modules/features in genesys cloud and plan to expand that in the near future. I cant wait to move to email queues for the various departments.

Vorteile

I love that it is easy to navigate for even the least technical in our company. There is a ton of information out on the web for administrators or engineers that need to build or modify flows, APIs, queue, or groups really anything you are looking for and most of it is free. There is also a paid training called beyond that has been uber beneficial to my learning.

Nachteile

Learning to use the flows was hard at first. Its really not hard to build them once you get your head around it. Don't think too deep its really easier than it looks at first. I also have had a hard time using voice over IP with headsets. Our company went from desk phones to utilizing USB headsets and a profile. Sometimes the software forgets the profile/headset.

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 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 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.

Lindsay
Gesamtbewertung
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung

We switched to PureCloud 15 months ago. It has been great for us. We love how reliable it...

Bewertet am 20.10.2017

Vorteile

We love that it is reliable. We haven't had an outage in our 15 months of usage, which is something we experienced a lot with our previous software. We also like the user interface and the unified desktop.

Nachteile

The reporting section is what I was disappointed me. Part of that has to do my naivety. I thought reporting was the same in all software and did not pay much attention to the reporting section prior to selecting this. We only use the reports provided and do anything additional with APIs available, since we don't have the personnel or budget for that. We make what is there work, and knowing what I know now, I would still select PureCloud again. If I were doing it again today, I would have a better plan for data and reports and how to meet our unique needs for that. For other industries, I am sure the reports are great.

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 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.

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.

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

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 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.

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Einzelhandel
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 7.0 /10

A nice upgrade from our previous on-premise solution

Bewertet am 8.4.2022

Vorteile

Ease of maintenance by our IT team and reliability compared to our previous on-premise phone system.

Nachteile

We are a seasonal with more employees during the spring and fall (compared to winter and summer) and it would be nice to be able to have our license pool ramp up or down by month.

Reynante
Gesamtbewertung
  • Branche: Outsourcing/Offshoring
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung

Gesamtbewertung

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

Safe ready to go Clound Contact Center

Bewertet am 21.1.2020

Overall experience has been great and support has been responsive. The only drawbacks are their lack additional reporting options and their price

Vorteile

Very easy to set up and manage. You can have any contact center up and running easily. Their admin page is very user friendly plus they have a very extensive resource and community portal.

Nachteile

Although they have a lot of available reports, they lack the ability to download more detailed reports and customize your reports. If you need the ability to do this you would have to pay more through their App Foundry. Purecloud is also at the high end of the price spectrum for user licensing.