Genesys Cloud CX Erfahrungen

Improving the quality of service provided to customers.

Kommentare: Our five insurance companies now employ a multichannel marketing strategy that combines inbound and outbound efforts to reach new and existing clients. In order to increase efficiency and boost customer satisfaction, we migrated from a purely voice-based system and a third-party Livechat to one that incorporates chat, SMS, and email. The downtime problems of the previous system were also addressed by Genesys.

Vorteile:

Genesys cloud cx has been an invaluable asset to our company as the industry's leading cloud contact center platform. The fact that it may be easily modified to meet your specific needs is another plus. It's constantly up-to-date, and it takes very little time and work to put into deployment. I'm satisfied with its overall performance, and I must say that it's unusual to come across such a fantastic, bug-free, and straightforward platform.

Nachteile:

We finally found a means to communicate without breaking the bank with Genesys cloud cx. It's something I'd suggest for companies of any size.

Contact center Migration Experience

Kommentare: Over migration experience and operation is good, Product is reliable.

Vorteile:

UI, Reporting, IVR capabilities, Compliance

Nachteile:

Work force engagement and Management Solutions

A Robust Tool for Modern Businesse

Kommentare: In short, is a powerful tool that, despite its complexity, can significantly enhance how businesses interact with their customers.

Vorteile:

It integrates everything seamlessly, making customer interactions smooth and efficient. The built-in AI is a game-changer, predicting customer needs accurately. Plus, the user interface is super intuitive

Nachteile:

It can be a bit overwhelming at first. There’s a lot to learn, and the sheer number of features can feel daunting. It’s powerful, but it definitely has a learning curve.

All the reasons to continue to be a leader in Gartner's Magic Quadrant

Kommentare: We used the solution to consolidate and improve efficiency across channels. we have improved both internal and external stakeholders experiences and we automated quite a few of our flows. The platform is very intuitive to use and powerful but at the same time it is missing some basic features, especially in the area of quality monitoring or reporting on chatbot interactions.

Vorteile:

User friendly interface (intuitive and easy to use). Implementation was not difficult. More indicators available (than previous solution we were using). Overall, it is a very powerful platform for omni-channel.

Nachteile:

Reporting is below expectations, especially for quality monitoring. The backlog for new developments is continuously delayed.

Good system for overall use

Kommentare: Largely positive. We have been disappointed with lack of sophistication for outbound dialling campaigns. Given our previous software could deliver this with ease

Vorteile:

Modern features and omnicentre. Frequent patch updates.

Nachteile:

Lacks sophisticated outbound dialling. We require reverse priority so newest contact is highest priority but the system struggles with this.

Standard call center ops management

Kommentare: Genesys CX is a robust platform for workforce management, offering solid forecasting, scheduling, and analytics tools that streamline our processes. The AI-driven predictions and automation features are especially useful for managing staffing and schedules efficiently. However, the platform does come with a learning curve, and some customization options can be complex. Despite this, it provides valuable insights and flexibility that make it a reliable choice for handling workforce needs in a dynamic contact center.

Vorteile:

As a Workforce Management Analyst, Genesys CX has been a solid tool for managing our team. The AI-driven forecasting is generally accurate, helping us keep staffing balanced. Scheduling is efficient, with automation and self-service options that save us a lot of time. The reporting and analytics provide valuable insights into team performance, making it easier to communicate metrics to management. While the platform has a learning curve and could improve on integrations, overall, Genesys CX is a reliable choice for streamlining workforce management.

Nachteile:

What I like least about Genesys CX is its learning curve and the complexity of customization. While it offers powerful tools, setting everything up initially can be overwhelming, especially for new users. Also, the platform’s integration capabilities could be more flexible—it’s strong with popular CRMs, but we occasionally hit limitations when working with more specialized tools.

Better than most CX softwares so definitely a must try.

Kommentare: One of the best and most widely used Customer Experience products for a 360 customer service software.

Vorteile:

Has a dense set of features and applications for customer facing solutions.

Nachteile:

It can become very easy to overly rely on Genesys without integrating it even when integrations are currently being implemented. This is because it has so much to offer it becomes distracting.

Genesys Cloud CX Review

Kommentare: Good system, but has reliability issues and lacks ease-of-use functionality.

Vorteile:

Forecasting capabilities. Robust reporting system.

Nachteile:

Isolated applications. Clunky interface. Not user friendly.

Genesys is powerful, but difficult integration

Kommentare: Overall, it was quite a challenge integrating Genesys to our sites, but they did over support to help us through our integration challenges

Vorteile:

A powerful live chat too to integrate with your sites so your customer can get quick support

Nachteile:

Difficult to integrate on to your site, documentation was lacking for us

Genesys Cloud CX

Kommentare: okay but not too great ... CX can def improve their features buttons

Vorteile:

I was able to use the functions all in all

Nachteile:

Features and functions can improve for call operators and admin users

Genesys Cloud CX review

Kommentare: 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.

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

Kommentare: 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

Great Journeys begin at Home.

Kommentare: 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.

Genesys Cloud CX Does Not Disappoint!

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.

An Honest Review...

Kommentare: I have loved using the product and working with the professional services team. I will say support is a little slower than I would like but I am go getter and work faster than most. Patience is not my best quality :)

Vorteile:

The ease of use and simplicity of the user interfaces is a BIG point for me. We run a busy call center and being able to deploy and train new features quickly was very important. Genesys CX allowed us to do just that.

Nachteile:

The biggest complaint I have had was the lack of integration with HR systems BUT that is now ready or almost ready to be deployed. I would also like to see more feature enhancements like the tracking absenteeism.

Genesys Cloud CX it could be better.

Kommentare: 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.

Quick Review of Genesys Cloud CX

Kommentare: 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.

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

Kommentare: 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.

Feature Rich, easy to use Telephony Systemz

Kommentare: Genesys Cloud has been amazing for our company since moving across from PureConnect. In this new "Work from Home" world we live in, it has been a massive contributor and backbone to our strategy and has allowed us to continue operating successfully during the Covid period.

Vorteile:

It is very easy to find my way around, make quick changes on the fly and administer from anywhere in the world. The amount of new features coming out weekly was also a huge selling point for us and watching the system grow and evolve has been fantastic.

Nachteile:

I would like a few more fine-grained features such as being able to customize the hold experience per flow and being able to take some of the global features and making them IVR/queue based due to requirements of different brands that I manage.

Simple and quick adoption able

Vorteile:

Liked most the simplicity of use and integration.

Nachteile:

Relatively slow delivery of solutions to main painpoints reported by business via idea portal.

Genesys is way ahead of it's competitors in multiple quadrants

Kommentare: Moving from a legacy system, to a modernized cloud based solution, cleaned up all our on-premise infrastructure, simplifying our technology stack. As well as providing us the ability to easily configure and deploy new IVRs and Callflows, while giving us the ability to quickly start using advanced features like Speech & Text Analytics and Workforce Management

Vorteile:

- Ease of implementation & configuration- Workforce Management- Pre-built Integrations

Nachteile:

- Agent Scripting needs a rebuild, it's old and hard to work with- Importing new agents is old and hard work with, needs to keep up with the features and functionality- The Salesforce External Routing feature isn't well documented or understood

Ye Yi

Vorteile:

Easy to implement, easy to use, and user-friendly.

Nachteile:

- Dashboard is missing the flexibility for shorting agent status. - Historical reports should add more customizable for users.

Excellent contact centre platform

Kommentare: The overall experience with Genesys Cloud CX has been top notch. We were able to go live with 11 plus countries and soon will be live with many more countries. Customer support is very efficient as the turn around time is very less.

Vorteile:

As an administrator, I find Genesys Cloud CX easy to use application. It can connect with real time attributes. The capability and scalability of this tool is flawless. Some of the other features that I like includes the call logging, predictive engagement, blind transfers, etc.

Nachteile:

One of the features which I like the least is it's limitation on a number of segments that can be added for a given license. The configuration flow if a user is live with multiple markets is very complex at times which requires a lot of additional support.

Great Contact Center Software

Kommentare: Genesys solved the problem of excessive call volume by providing more options to communicate with our customers. Also has assisted greatly with reporting and analytics.

Vorteile:

The user friendly layout, and easy to navigate dashboard, makes for an easy user experience and very easy to train and assist when questions arise.

Nachteile:

Salesforce integration is not the most intuitive.

Genesys Cloud - Perfect for Contact Center

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.