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Genesys Cloud CX the best
What do you like best about the product?
With Genesys Cloud CX, we are able to make our customers happier. We can meet our TAT. Response of our engineers have been improved verbally and technically. We ca pull in reports and make dashboard using the data. Customer can approach us easily and we can give them response on time. We are happy, customers are happy and management is happy too. Tech support guys are knowledgable and resolv our issues if we stuck somewhere very qucikly.
What do you dislike about the product?
I can not dislike Genesys Cloud CX. When we integrate this in our product, our customers are getting more happier and our process is also getting smoother, so we just love this product.
What problems is the product solving and how is that benefiting you?
Earlier it was becoming very cumbersome for managers to track what engineers are telling to customer and how much time he is taking in their response. While integrating Genesys Cloud CX with our platform, everything can be tracked and some customers told us that our response SLA has been improved
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Genesys Cloud CX Honest Review
What do you like best about the product?
All in one solution. Only Call Center product you can purchase that is a true all-in-one solution, no add-ons like WFM necessary.
What do you dislike about the product?
Faster time to production of needed features. Improvements are needed in alerting, SMS chat, WFM.
What problems is the product solving and how is that benefiting you?
Genesys Cloud is the backbone of the call center. GC solves all the call center needs and has improved agent productivity and ROI.
Best Messaging Tool for Business
What do you like best about the product?
It's provide simple, user friendly interface to connect with colleagues
Easy to put status and integrated with outlook
It provide high quality video calling feature for great collaboration
Easy to put status and integrated with outlook
It provide high quality video calling feature for great collaboration
What do you dislike about the product?
Now MS Teams provide more advanced features
It's having data related issues
Call quality is not good with low bandwidth internet connections
It's having data related issues
Call quality is not good with low bandwidth internet connections
What problems is the product solving and how is that benefiting you?
It's provide realtime collaboration feature with other team members
No need for webex and Zoom meeting if skype is around
No need for webex and Zoom meeting if skype is around
GENESYS Cloud CX is Best in market for Cloud as a service contact center
What do you like best about the product?
Genesys Provides all under one Roof. You will get all the required features in the contact center Environment.
1. Screen Recording
2. Voicemail
3. Work Force Management
4. Inbound and Outbound Campaigns
5. Forecasting
6. Reporting
7. Integrating third party application through voice foundry
1. Screen Recording
2. Voicemail
3. Work Force Management
4. Inbound and Outbound Campaigns
5. Forecasting
6. Reporting
7. Integrating third party application through voice foundry
What do you dislike about the product?
1. Genesys keep on changing their CDIR IP address, which we need to manually allow/allow in the firewall to communicate with the Genesys cloud
2. Audit viewer is not providing enough information to understand who made the changes and what the changes made, giving only 30 days of historical audit reports. This should be increased to more
2. Audit viewer is not providing enough information to understand who made the changes and what the changes made, giving only 30 days of historical audit reports. This should be increased to more
What problems is the product solving and how is that benefiting you?
Earlier, we were using Avaya and Genesys Engage for the contact center solution, Where you need to deploy Many servers for each function; e.g., if you need to monitor real-time reports, then you need to do it in Pulse reporting, If you need historical reporting you should integrate Gi2, if you need voice mail then you should incorporate avaya aura messaging or modular communication messaging, If you need reporting then you should use CMS server, But Genesys Cloud eliminates all the complexity. It Provides all the required things for the contact center needs under one roof on the Genesys cloud GUI page.
Genesys Cloud user for 12 months
What do you like best about the product?
reporting and dashboards. CX weekly improvements and messaging, voice and echat handling. WFM scheduling has improved greatly in the last year.
What do you dislike about the product?
Email handling is subpar. Other negatives include a workbin functionality with task list, but these are in the development timeline (actually in beta).
Annual leave (timeoff) is also still very below par, and there was better functionality in our previous, very old WFM software.
Exception scheduling is also yet to match functionality of our old product.
A centralised 'master' published schedule is still not available for administrators.
Annual leave (timeoff) is also still very below par, and there was better functionality in our previous, very old WFM software.
Exception scheduling is also yet to match functionality of our old product.
A centralised 'master' published schedule is still not available for administrators.
What problems is the product solving and how is that benefiting you?
Conversation threading where emails can be joined by sender, with conversation history.
Ease of handling open/close times, emergency messaging and data tables.
Ease of handling open/close times, emergency messaging and data tables.
New as genesys user
What do you like best about the product?
All communication tools at the same place
What do you dislike about the product?
I haven´t no complain about Genesys at the momment
What problems is the product solving and how is that benefiting you?
All comunication tools at the same place .
A cloud solution for the users .
Good workforce management
A cloud solution for the users .
Good workforce management
The best contact center solution that I used
What do you like best about the product?
The user interface is very user-friendly. It is easy to use and easy to understand.
What do you dislike about the product?
There is no least helpful about Genesys Cloud CX that I can think of.
What problems is the product solving and how is that benefiting you?
By using Genesys Cloud CX, our customer reachability increases. Efficient and effective.
Solid Contact Center solution, but still a lot to cover
What do you like best about the product?
Simplified interface with all features and agent / supervisor / admin tools accesible from the same page. Easy configuration and deployment. The prompt management is great.
What do you dislike about the product?
Troubleshooting and syslog gathering could be improved, giving admins more tools to determine possible root-cause of any issue. Also the lack of flexibility to select more options under Performance tab. Lack of customization of dashboards, inability to add more options under workspace views. Lack of WebRTC troubleshooting (WebRTC troubleshooter could be improved to show more data). MS Teams integration still lacks some features like realtime presence status.
What problems is the product solving and how is that benefiting you?
Easy deployment of call flows, call queues and agent performance. Simpler interface allows agents and supervisors to carry on with their business activities with fast and easy to follow procedures. New capabilites are slowly being tested and implemented reaching out to some parts of our business that were not covered before.
Rich, user friendly, well supported enterprise app.
What do you like best about the product?
Easy onboarding in different divisions, rich online support reference material.
What do you dislike about the product?
Some minor custom reporting limitations exist.
What problems is the product solving and how is that benefiting you?
External agents can now use it without complete onboarding.
Transitioning from previous UCaaS/ CCaaS platform to Genesys Cloud CX was a great move!
What do you like best about the product?
The platform is very easy to use, and has a robust amount of features that made our transition painless. It is also very easy to use.
What do you dislike about the product?
There are always going to be growing pains when moving to a new platform, but all issues are easy to address. Also, Genesys really listens to its users, and is constantly updating the platform based on user suggestions.
What problems is the product solving and how is that benefiting you?
The biggest problem that Genesys Cloud CX is solving is dependability. We have had no issues with downtime or poor CX quality.
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