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A phone service with unreliable performance and subpar reporting
What do you like best about the product?
The ability to create and manage several different queues.
What do you dislike about the product?
The software is unreliable in that it has had several complete system shutdowns in the short time that we have utilized the product and the reporting options are minimal and difficult to pull meaningful data from.
What problems is the product solving and how is that benefiting you?
Sales and support phone interactions with members.
Recommendations to others considering the product:
Unless you do not have a need for detailed reporting and do not rely very heavily on a reliable phone service, research other alternatives.
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Constantly breaks and then we have to clean up the mess afterward
What do you like best about the product?
The easy accessibility of the platform in reference to contacting customers and shoppers.
What do you dislike about the product?
Constantly crashes and leaves us to watch how backed up we get until they get it working again.
What problems is the product solving and how is that benefiting you?
Communicate with shoppers and customers.
Recommendations to others considering the product:
Make sure that you do not have a large clientele needing to contact you because when it crashes it will sometimes be days before it comes back up.
Excellent and timely support
What do you like best about the product?
Online portal to create the ticket, track all comments and dialogue, very timely regardless of time zone, and very knowledgeable of the tool.
What do you dislike about the product?
We were not aware there was an upgrade. Any upgrades users should be aware.
What problems is the product solving and how is that benefiting you?
Cloud base telephnonic for multiple agent use, data capturing, phone routing, virtual locations.
Daily use
What do you like best about the product?
I like most of this products it's simple features.
What do you dislike about the product?
I don;t like this due to Not user friendly
What problems is the product solving and how is that benefiting you?
Virtual service desk. easy to take calls and record them
Recommendations to others considering the product:
yes
Genesys CX Delivers and continues to impress 4 years on
What do you like best about the product?
We are highly impressed by the remarkable progress of Genesys Cloud since we became part of the Genesys ecosystem. The product's rapid development and significant advancements have surpassed our expectations. It is truly remarkable to witness how Genesys Cloud has matured and evolved since our initial partnership.
What do you dislike about the product?
The initial stages of First Line support can be a bit sluggish; however, it generally meets our needs adequately. Nevertheless, you can effectively address this by becoming part of the Genesys communities, where you'll discover a wealth of experience that surpasses this limitation and more.
What problems is the product solving and how is that benefiting you?
We currently run blended inbound and outbound campaigns for our prospects and existing insurance customers of our five brands. We moved from solely Voice and a third party Livechat to a fully integrated Voice, Chat, SMS, and Email solution and are now working on integrating AI within the product to make efficiencies and drive customer satisfaction. Genesys also solved the downtime issues with the legacy system we left behind.
Recommendations to others considering the product:
Examine the "Out of the Box" features closely and make sure you have the developer support to deal with elements beyond the GUI interface. If you have complex blended Inbound outbound campaigns, look to simplify your campaign structures.
Great for a call center, reporting needs a lift
What do you like best about the product?
The real time stats and routing are awesome. It is very easy to use from both an administrator and user perspective
What do you dislike about the product?
Reporting is not in-depth enough. Need to have drill in.
What problems is the product solving and how is that benefiting you?
Centralised all of our phone systems
Como potencializar el "Cross Selling" y la experiencia de cliente
What do you like best about the product?
Lo sencillo y lo fácil que es incluir el código sobre la página web corporativa. Además del análisis que puede aportar la herramienta para concretar los prospectos, y al mismo tiempo mejorar la experiencia sobre los canales de autogestión
What do you dislike about the product?
En general los productos de genesys tienen un componente alto de complejidad para lo que tiene que ver con la reportería y administración de la data
What problems is the product solving and how is that benefiting you?
Disminuir el esfuerzo de un cliente en la venta de un producto, e incrementar la venta cruzada
Focus on innovation
What do you like best about the product?
Genesys focuses on innovation and best practices, the team in Colombia and its partner in Ecuador have been very open and supportive so we can explore different alternatives to implement our new processes. We appreciate the time and effort they have devoted to us.
What do you dislike about the product?
During the implementation process we needed to go back and remind some of the terms discussed and agreed with the local partner and the office in Colombia.
What problems is the product solving and how is that benefiting you?
We need to interact with our customers through an omnichannel platform so we can provide better service and improve communication
PureCloud Review
What do you like best about the product?
Flexibility, easy transnational IVR implementation
What do you dislike about the product?
Stability demonstrated in the last couple of months hindered our customer,s confidence in our service. Reporting is complex and lacks information.
What problems is the product solving and how is that benefiting you?
Home grown CRM integration,
Has been a bumpy ride to date, but we are close to resolving a lot of the issues
What do you like best about the product?
It's easy and a pleasurable experience for our front end agents
What do you dislike about the product?
Case management. This is not a pleasurable experience
What problems is the product solving and how is that benefiting you?
Ability to manage client interactions,however we are not using pure cloud to its fullest potential
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