Genesys Cloud CX

Feature Rich, easy to use Telephony Systemz

주석: 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.

장점:

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.

단점:

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.

Genesys Cloud Implementation

주석: 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.

장점:

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.

단점:

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.

Not a Big Fan

주석: Overall, my experience with this software is mostly negative and I don't know if I'd recommend it to other companies who are looking for a reliable piece of software they can use everyday.

장점:

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.

단점:

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.

Better than most CX softwares so definitely a must try.

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

장점:

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

단점:

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.

G Cloud

주석: 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.

장점:

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.

단점:

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.

Great Software

주석: Its been a great experience and business is really happy so far.

장점:

Great feature filled product with most of the bells and whistles you need to run contact center and meet your customer needs. Access from anywhere

단점:

WFM and WEM needs little more lift to compete with industry leaders

A good product that is getting better

주석: 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.

장점:

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).

단점:

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.

Best on premise to cloud transformation of contact center application

주석: Over 1.6 years of experience in Genesys cloud. Also worked with Amazon connect but the most user-friendly and easy-to-use Genesys is the preferable one.

장점:

Genesys cloud has both architect and agent desktops it depends on the license. It is easy to build and test the flow. Scheduling and agent desktop view is best to experience. Inbound, outbound, Bot flow, Web messaging, Secure flow and email, etc. its like omnichannel supporting

단점:

Still, there is a lag on the architect's side. Example: Genesys support only limited languages so other than the non-supported language we have to select Google TTS. Sometimes it doesn't work properly

Genesys is a great cloud phone system

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

장점:

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.

단점:

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.

It proves its value in pandemic of COVID-19

장점:

Cloud based solution with WebRTC client works perfectly when all agents need to work from home.

단점:

Reporting needs to be improved, because it's rigid and hard to customized.

Genesys CX brings incredible value

주석: 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

장점:

Ease of use, innovation speed, true omnichannel suite

단점:

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

Genesys Cloud CX Does Not Disappoint!

장점:

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.

단점:

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.

Contact Center Implementation using Genesys Cloud

주석: After implementing Genesys Cloud solutions, we are able to get agents recordings, reporting and monitoring easily.

장점:

Contact Center Routing using Architect, Implementation of contact center components and for supervisors it is easy to use to check on agent status, reporting and analytics and recordings, integration from existing Genesys Engage & Avaya to Genesys Cloud is smooth

단점:

API integration, Custom Routing solutions, and Desktop sharing options not available

Effective, easy to configure software for mid-sized contact centres

주석: PureCloud has helped us modernize and improve how we interact with our customers. It has opened new channels to connect with us, and allows us to continue updating and improving the client experience. For the business, our Agents have a clean interface that lets them focus on the clients, our Supervisors are empowered to monitor and manage their teams, and our Administrators can respond quickly to changing demands.

장점:

The software was easy to configure, but powerful enough to handle significant customization for our groups. Interface is intuitive for our agents, and the features for call routing have allowed us to streamline the call-handling process. We have a half-dozen different teams using the platform, and each has unique features to meet their needs. As an administrator, changes can be made quickly to almost any aspect of the configuration allowing me to rapidly respond to any requests. The interface to make changes is entirely web-based, so only an internet connection is needed to do so. Further, having a cloud-based service has allowed us to quickly respond to service outages of our internet and phone systems. Situations that might have otherwise stopped operations entirely now require only a brief outage before agents can begin working again in a new location or with new devices. The provided API is flexible and powerful, which has allowed for further automation and functionality to be built in.

단점:

Supervisor and administrator interfaces are not as well designed as the agent experience. Simple and common tasks are often inconvenient, or difficult to find. Reporting capabilities are sufficient but inflexible. A relatively small number of out-of-box reports are available, and there are some key measures missing from those provided. Access of the raw data through the API allows more flexibility, but with significant additional work. External chat (customer to agent) is currently poor, with a very basic and limited experience. The internal chat is much more feature-rich, but is only used between system users. Support response is quick for Tier 1, but complex issues requiring escalation can be slow to be resolved, this is partially helped by the availability of a priority line for emergencies.

spectacular

장점:

easy to adaptacion for contaccenter agents

단점:

some limitations in the chatbot, functionality continues to grow

Make your Cloudy Contact Center Model Clear

주석: Overall, the Genesys Cloud CX solution helped save us from the hassle of having to maintain the much needed hardware maintenance activities associated with your tradition on-prem solution. The flexibility with call routing enables us to get calls routed to the correct resource for support.

장점:

The IVR and virtual contact center routing capabilities along with Virtual hold callback solution and the outbound dialer campaigns is what we are actively using that our contact center receives a benefit from along with API connections to our host system for self service automation enabling our workforce to concentrate on handling exception versus normal contact requests.

단점:

speech recognition for banking industry can be improved upon.

Genesys service & product review

주석: Its providing and outsourced to the bank which we can rollout new call centre very quickly

장점:

Pros: Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, We moved to a third part for 1-2 line support service ( Kaptec) to provide a good all around support services.

단점:

Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, but I was not resilient for the first year or so, The service rap was also very poor, with Genesys SDM not flexible in dealing with major incident and provided root cause of these issues back to the customer, If we want any changes customisation to the product everything was a project and prolong delivery timescales with genesys consultants. The license model for the agents is quite confusing and the license model for the genesis product is expensive and at time hard to understand

PureCloud - Great for OmniChannel, but not Voice

주석: 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!

장점:

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!

단점:

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!

Genesys Cloud Solution for our Organization

주석: 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.

장점:

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.

단점:

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.

GC in CSC

주석: 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.

장점:

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.

단점:

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

Genesys Cloud Review

주석: 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.

장점:

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

단점:

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

Phone service, not much else.

주석: 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.

장점:

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

단점:

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".

Not a bad product, but not easy

주석: 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

장점:

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.

단점:

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.

Genesys PureCloud review

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

장점:

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.

단점:

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).

Actively enhanced platform

주석: 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.

장점:

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.

단점:

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.