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Very Good Overall experience with very user friendly user interface.
What do you like best about the product?
1) User Friendly user interface
2) Excellent Support staff
3) Simplify complexity in the Contact Center Solution.
4) A lot of nice bells and whistles to manage.
2) Excellent Support staff
3) Simplify complexity in the Contact Center Solution.
4) A lot of nice bells and whistles to manage.
What do you dislike about the product?
1) There are some occasional glitches
2) Update in the background cause some issues.
2) Update in the background cause some issues.
What problems is the product solving and how is that benefiting you?
Making very complex contact center simple to use.
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Genesys has a world of potential
What do you like best about the product?
Genesys is adaptable and those adaptations are driven by a community where developers are interacting with there customers.
What do you dislike about the product?
The instructions can be unclear or missing documentation.
What problems is the product solving and how is that benefiting you?
Genesys is providing reporting which helps us make business decisions. Above all other things, it is a call delviery system that them gives us the data we need. It is so much more than that, but in the end that is the most important feature of the product.
Genesys, the platform that brings Omnichannel capability and brings AI to Contact Center
What do you like best about the product?
Genesys brings to their CCaaS solution AI powered solutions like Predictive Engagement, Predictive Routing and Sentiment Analysis that is a step beyond compared to other solutions on the market. Another aspect that I can mention is the ease of integration since Genesys has a large amount of out-of-the-box "add-ons" that can be found in the Genesys AppFoundry website.
What do you dislike about the product?
- Genesys conversational bot: the solution itself lacks of innovative items like Generative AI embedded support while generating utterances and a built-in test suite.
- Limitations on analytics markups on chat/voice flows
- The rollout of an Architect flow to production environment could be problematic if the appropriate care was not taken while developing Architect flows (ID mismatch)
- Limitations on analytics markups on chat/voice flows
- The rollout of an Architect flow to production environment could be problematic if the appropriate care was not taken while developing Architect flows (ID mismatch)
What problems is the product solving and how is that benefiting you?
Genesys is dealing with voice interactions and third-party bot integration while providing the interaction transcription and sentiment analysis. With the platform we can also leverage the Active Directory integration, the quality monitoring, reports and realtime capabilities to follow the business operation
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.
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
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