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Best CX Tool
What do you like best about the product?
Genesys Cloud CX is very useful in managing our customer service hotline. Since everything is stored in the cloud, it's seamless and does not lag. Lastly, it's user-friendly and then easy to navigate.
What do you dislike about the product?
At the moment, I have not seen nor experienced any issues in using Genesys Cloud CX.
What problems is the product solving and how is that benefiting you?
Call queue management - it allows customers the option to request a callback from a specialist so that there is no need for the customer to stay on the line.
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Fantastic cloud cx product. Highly recommend.
What do you like best about the product?
What I find most helpful is how it is an all-in-one cloud contact center solution and infuses all aspects.
What do you dislike about the product?
One Challenge ia the fee and cost associated but the benefits are quite high. They have a great response rate.
What problems is the product solving and how is that benefiting you?
It's helping because it unifies customer and agent experiences across phone, email, chat, text and social channels.
A great contact centre platform tool
What do you like best about the product?
Genesys Cloud CX is one of the simplified tools for implementation and management as an administrator. The tool's performance is flawless regarding its capability and scalability. Of all the various features of the applications, I like its call logging facility.
What do you dislike about the product?
Perhaps one of the things that I don't like about Genesys Cloud CX is it's limitation to have segments on a particular license. This not only creates a bit of a drawback when using multiple segments but also restricts the enhanced use of the application.
What problems is the product solving and how is that benefiting you?
Genesys Cloud CX is managing end-to-end contact centre flows for us. The support would include telephony cloudification, AI Bots interface, etc. It also stores the audio recordings of the calls made, which could be accessed later on when required. The overall experience of this tool has been excellent and we have been able to support our clients.
User Friendly
What do you like best about the product?
It's so easy to use compared to other communication tools like Avaya.
What do you dislike about the product?
It doesn't have the option to show the remaining minutes you have been in queue after your call
What problems is the product solving and how is that benefiting you?
it's user friendly and we can easily navigate it as the information is already populated unlike other that you have to input a code before you can go on LUNCH or BREAK
Flexible omni-channel telephony and chat tool
What do you like best about the product?
The ability to easily create phone queues for inbound customer calls. Configuration by priority and ability to manage changes in volume throughout the different Account Receivable cycles across multiple languages.
What do you dislike about the product?
Occasionally voice quality is not excellent, and sometimes as a user, I will be logged off without warning. Sometimes when switching between headset and laptop mic/speakers, I need to indicate manually
What problems is the product solving and how is that benefiting you?
We use it for internal chat between team members. Its the primary telephone tool for receiving calls from external and internal sources. We also integrate credit card payments to our merchant accounts
As robust as your coding team and development dollars allow
What do you like best about the product?
I find the reporting dashboards, admin interface and agent UX all very easy to use. The WFM is also pretty easy to operate as is the QA portion. They are OOTB in our system and work great.
What do you dislike about the product?
There are several opportunities Genesys has:
Allowing cherry-picking of emails and visibility to the entire email queue (you can only see newest and oldest 50 currently- not great). Ideally, the email client and text client would also show customer history; they do not. And you have to click a button every time to show email history in your reply- leaving it open for agent error.
We were told Chat was PCI compliant during our selection process and expected to be able to take orders via chat- this is NOT the case; it is PCI compliant in the sense that you cannot accept credit cards over it.
While they bill their architect as easy to use and drag and drop, it is so complex that you really need developers to set up any queues; making it expensive to configure.
Allowing cherry-picking of emails and visibility to the entire email queue (you can only see newest and oldest 50 currently- not great). Ideally, the email client and text client would also show customer history; they do not. And you have to click a button every time to show email history in your reply- leaving it open for agent error.
We were told Chat was PCI compliant during our selection process and expected to be able to take orders via chat- this is NOT the case; it is PCI compliant in the sense that you cannot accept credit cards over it.
While they bill their architect as easy to use and drag and drop, it is so complex that you really need developers to set up any queues; making it expensive to configure.
What problems is the product solving and how is that benefiting you?
Genesys got us into a single screen for agents to support voice, chat, email and SMS contacts. Switching to Genesys has increased email productivity and made reporting much more effortless.
It's a very easy system to use.
What do you like best about the product?
allows you to make calls and view the history of interactions. In addition, it is possible to set statuses for when you can or cannot answer and allow you to forward services to other queues.
What do you dislike about the product?
Sometimes the system becomes unstable and it is necessary to contact someone specific in the IT area. When it comes to instability, it's not something that anyone knows how to solve.
What problems is the product solving and how is that benefiting you?
It allows for more practical and effective communication with the customer, without relying solely on e-mails and online chats. In addition, if you need to recount a specific customer, you can do so with ease.
Smart solution well prepared for integration
What do you like best about the product?
Integration with company CRM was really helpfull allowing click to call function and then keeping an easy consultable registry of in/out calls, also integrated with personal contact list.
What do you dislike about the product?
Iinterface of the web tool (in browser) looks somehow oldstile also if it was clean and simple. Furthermore navigation through different tabs was not so quick and smart.
What problems is the product solving and how is that benefiting you?
Genesys Cloud CX have been used as smartphone management tool in my company, integrated with many systems. The mainl benefict for me were a smart integration with company CRM for click-to-call function
Genesys cloud CX excellent tool
What do you like best about the product?
I really liked - Great flexibility, Easy to configure and Use, and the best is Reliability.
I bet more on Simplicity as its easy to Co figure and Use. However Reliability should be consistent.
I bet more on Simplicity as its easy to Co figure and Use. However Reliability should be consistent.
What do you dislike about the product?
I like Genesys team to improve on their Reliability and better dashboards.
The next will be better Learning modules and practice sessions having lots of real time issues discussed.
The next will be better Learning modules and practice sessions having lots of real time issues discussed.
What problems is the product solving and how is that benefiting you?
Providing excellent Contact Centre platform for our key customers and ensuring the best Return On Investment it's giving them.
Many customers applaud us for this implementation proudly.
Many customers applaud us for this implementation proudly.
Easy to use and integrate
What do you like best about the product?
We integrated GCCX on our core platform quickly and without much deviation from our core team's bandwidth. Our customer engagement and agent optimization have surprisingly gone very high and ensured we hear all our customer's voices. Our overall critical business process improved.
What do you dislike about the product?
Sometimes support from the technical team takes a lot of time while we integrate something critical. There could be an easy predefined summarized report section for the top-level teams to evaluate certain task.
What problems is the product solving and how is that benefiting you?
Effective inbound call management to engage with a potential customer and convert inbound queries/leads to sales opportunities. IVR, and Streamline call routings are a few services that worked in our favor.
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