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Comprehensive and User-Friendly Contact Center Solution
What do you like best about the product?
Our company has been using Genesys Cloud for around 7 years, our experience has been positive. Some of the main featurs that stand out for us are,
The Ease of Use, Genesys is with its user-friendly interface allows ours agents to naviagte with ease, from running reports, to transfering to agents, ACD queues.
Genesys also have weekly releases, with features that allow us to use their built in features as opposed to building our one custom intergrations. We currntly do have a couple of custom intergrations due to our business requirments.
Integrations with third party vendors is a stand out, we currently use Twilio SMS functions with Genesys cloud, this was a very easy deployemnt that allowed us to utlise more of the digital chanels.
We also seamlessly integrated it with our Salesforce orgs and other third-party applications such as AWS (event bridge, cloud watch, s3 and lambda) .
Overall, Genesys Cloud has proven to be an excellent choice for our contact center.
The Ease of Use, Genesys is with its user-friendly interface allows ours agents to naviagte with ease, from running reports, to transfering to agents, ACD queues.
Genesys also have weekly releases, with features that allow us to use their built in features as opposed to building our one custom intergrations. We currntly do have a couple of custom intergrations due to our business requirments.
Integrations with third party vendors is a stand out, we currently use Twilio SMS functions with Genesys cloud, this was a very easy deployemnt that allowed us to utlise more of the digital chanels.
We also seamlessly integrated it with our Salesforce orgs and other third-party applications such as AWS (event bridge, cloud watch, s3 and lambda) .
Overall, Genesys Cloud has proven to be an excellent choice for our contact center.
What do you dislike about the product?
While the current built in reporting capabilities are robust, there is room for improvement in terms of customization and ease of use.
What problems is the product solving and how is that benefiting you?
A primary issues was managing customer interactions across multiple channels efficiently, such as chat, voice and email before adopting Genesys.
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Don't delay your migration to Cloud Contact Center - Genesys is here!
What do you like best about the product?
easy to use, scalable and fast implementation, most of the modern capability for contact center is available and lots of integrations to choose from.
What do you dislike about the product?
we have small contact center to other countries and pricing is somehow making the most hardest thing will alwasy face.
What problems is the product solving and how is that benefiting you?
coming from an on-prem set up which have limited capabilities, switching to genesys cloud cx really open our borders on finding different ways on serving our customer, from self service capabilities, crm integrations and of course it lessen our maintenance cost.
Genesys Cloud CX Most Recommended Platform
What do you like best about the product?
Ease of Integration, Ease of Use,Ease of Implementation, Customer Support and Number of Features
What do you dislike about the product?
As of now, I haven't encountered any specific dislikes about Genesys Cloud CX. My experience with the platform has been generally positive
What problems is the product solving and how is that benefiting you?
Bringing all communication channels into one place. This makes it easier for us to respond quickly and personally to our customers. Overall, it's making our customer interactions smoother and more effective.
Worth every penny!
What do you like best about the product?
The versatility and reliability is unmatched!
What do you dislike about the product?
Inability to consistently export and import from the many different objects.
What problems is the product solving and how is that benefiting you?
A single platform for customer engagement.
The future is here!
What do you like best about the product?
All in one platform that is very user friendly.
What do you dislike about the product?
At the moment there is nothing that I do not like.
What problems is the product solving and how is that benefiting you?
Bringing multiple systems into one.
Instant improvement
What do you like best about the product?
The ability to have all communication methods in one centralized location.
What do you dislike about the product?
Trouble getting email to function the way our business needs it to.
What problems is the product solving and how is that benefiting you?
Helping us be available for our customers.
Genesys Cloud CX Platform
What do you like best about the product?
It's easy migrate to from other platforms, omnichannel CCaas solution, upcoming AI makes life easy at CC
What do you dislike about the product?
New to this platform. Nothing as of now, may be able to answer this after 6 months.
What problems is the product solving and how is that benefiting you?
It's stable solution so most os the issues we faced with previous platform are no more exist
Genesys vs everyone
What do you like best about the product?
We completed a one year long RFP process comparing multiple vendors. We found the Genesis account team to be the most ethical and honest often scoring themselves lower or not available for features that they had whereas other genders typically scored themselves higher or take themselves credit for features that you could build yourself using an API but they did not inherently have.
The other four reasons would be the AP offers approach we found them to be the most developer friendly with the most customizable features
The other four reasons would be the AP offers approach we found them to be the most developer friendly with the most customizable features
What do you dislike about the product?
The reporting package. Default reporting in Genesys it's very lacking. I was a very far into the project he learned about A3S, this should be default reporting package and not an add on solution. It has all the features you'd expect out of the base reporting platform for a major enterprise size contacts center platform.
What problems is the product solving and how is that benefiting you?
Our current contact center platform is aging and needed to be replaced with a more modern platform. Primarily Genesis focus on API first is the largest benefit. They're approached API first while awesome movies all of the features internally ensures that not only can we deliver immediately but we can customize down to the most intricate level.
Perfect solution for our evolving environment
What do you like best about the product?
Genesys has allowed our contact centers to improve patient relationships and it has been instrumental in helping us achieve our human first touch initiatives.
What do you dislike about the product?
There are some features that have been asked for within the community and voted on over 500 times and it has taken years to move through the process. One of those features being the "smile greeting"
What problems is the product solving and how is that benefiting you?
One problem that Genesys has immediately addressed for us are the abandoned calls that we were receiving on our previous solution. The callback feature has been the best for us and we look forward to implementing more contact channels
Great product
What do you like best about the product?
Compared to others, turnkey and easy to deploy
What do you dislike about the product?
Not much challenges so far.. more growth on crm side?
What problems is the product solving and how is that benefiting you?
Ease of going to cloud
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