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Genesys vs everyone
What do you like best about the product?
We completed a year-long RFP process comparing multiple vendors. We found the Genesys account team to be the most ethical and honest, often scoring themselves lower or marking features as not available, even when they had them. In contrast, other vendors typically scored themselves higher or took credit for features that you could build yourself using an API but did not inherently have.
The other four reasons include their API-first approach, which we found to be the most developer-friendly with the most customizable features.
The other four reasons include their API-first approach, which we found to be the most developer-friendly with the most customizable features.
What do you dislike about the product?
The reporting package in Genesys is very lacking by default. It wasn't until we were far into the project that we learned about A3S. This should be the default reporting package, not an add-on solution. A3S has all the features you'd expect from the base reporting platform for a major enterprise-sized contact 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 solution. Primarily, Genesys' focus on an API-first approach is the greatest benefit. Their API-first approach, which exposes all features internally, ensures that we can not only deliver immediately but also customize down to the most intricate level.
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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
Xperience 2024
What do you like best about the product?
The best thing about Genesys cloud is the ease of use and constant new features.
What do you dislike about the product?
Downsides would be reporting conversions to hh:mm:ss
What problems is the product solving and how is that benefiting you?
Workforce management
Incredible software, powerful results
What do you like best about the product?
I love how easy it is to implement changes!
What do you dislike about the product?
There is not a great WFM platform. I hope they make it more robust in the future
What problems is the product solving and how is that benefiting you?
Implementing AI and making it more easily accessible is a huge bonus of using Genesys!
Cane from on premis to cloud
What do you like best about the product?
Releases and updates weekly from genesys
What do you dislike about the product?
Having to self service the info through on line resources when questions come up
What problems is the product solving and how is that benefiting you?
Omni channel solutions
Genesys is a great product
What do you like best about the product?
Ease of use, great features, lots of flexibility.
What do you dislike about the product?
How hard it is to get a Japanese phone number.
What problems is the product solving and how is that benefiting you?
Remote agents and call campaigns
Enjoy openness of API’s
What do you like best about the product?
Openness of API's have allowed us to innovate and deliver solutions faster!
What do you dislike about the product?
Sometimes, product enhancements are lagging.
What problems is the product solving and how is that benefiting you?
Delivers enhanced features for customizing our routing.
Smooth transition and ease of daily use
What do you like best about the product?
The most helpful part of Genesys cloud is the ease of use and tracking of my team.
What do you dislike about the product?
No recording of interactions within the company
What problems is the product solving and how is that benefiting you?
Customer experience
Review
What do you like best about the product?
Customer support is very good and reliable
What do you dislike about the product?
Sometimes the software lags and user can face problems
What problems is the product solving and how is that benefiting you?
Genesys Cloud CX solves various customer service challenges by offering a unified platform for interactions across multiple channels like phone, email, chat, and social media.
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