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Becoming an Omni Channel Call Center
What do you like best about the product?
We currently only do inbound phones sales. With Genesys, we are going to move towards omni channel with a huge focus on AI.
What do you dislike about the product?
We have over 10k DID's and there is no bulk load option for this.
What problems is the product solving and how is that benefiting you?
Implimenting AI within the IVR and the Agent Assist will takes us to a whole new level. Our agents struggle when customers ask very specific questions about hotel and sites. With Agent Assist, we are talking to the customers with much more ease and confidence. This has improve customer relations and customer service.
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Great Company, Highly Stable Communication Products
What do you like best about the product?
Streamline multiple communication channels under one umbrella.
Administration of the product is easy to facilitate.
Administration of the product is easy to facilitate.
What do you dislike about the product?
The Chat product is very rigid in design and does not lend well to custom use cases.
What problems is the product solving and how is that benefiting you?
We needed a streamlined call center communication platform integrated with our Salesforce instance. We began with one team and now have six different departments utilizing phone and chat support for our customer base. We use several automation tools, including Workforce Management scheduling and forecasts and the latest Copliot AI product to help with Tier 0 and live AI assistance for our agents actively engaging with customers.
Overall experience has been positive and we are excited for all the capabilities that Genesys has.
What do you like best about the product?
AI Tools
WFM Tools
Improved ways of managing CX
WFM Tools
Improved ways of managing CX
What do you dislike about the product?
Website could be more engaging
Live feedback
Live feedback
What problems is the product solving and how is that benefiting you?
The big thing that we are prioritizing is the WFM tools to better plan for staffing and availability. The better we can know who is on the phones and when, the better we can drive the call volume to the agents.
Wonderful product, packaged in a robust system.
What do you like best about the product?
The capability it has to fulfil all of our needs and more. I am constantly learning about new amazing features. We use it hundreds of times a day for our calls and there is minimal issues.
What do you dislike about the product?
The learning curve may be high, but once you get into it, it is very easy to use and tailor to your business. User learning curve is our biggest hurdle.
What problems is the product solving and how is that benefiting you?
Various feature updates, such as sending to voicemail when someone is in the middle of a call.
AI experience with Genesys
What do you like best about the product?
The ability to live transcribe calls utilizing AI
What do you dislike about the product?
Being unable to actively train before implementing Genesys
What problems is the product solving and how is that benefiting you?
It is solving our entry into the AI world with our call centers
Excited New user!
What do you like best about the product?
Delivering on an omni channel for us was part of the reasons we chose Genesys, ease of use, customer support, number of features and future road mapping of exciting things to come!
What do you dislike about the product?
The reporting and filters are and can be difficult if you dont know what your looking for.
What problems is the product solving and how is that benefiting you?
Being able to have the multi channels for FB, Chat, Calls all coming in 1 platform has reallt helped deliver on our customers needs and expecatations and reduced our wait times.
Genesys cloud endless future
What do you like best about the product?
i'm a Genesys cloud account administrator and i work implementing and migrating companies from another Contact center softwares to Genesys cloud, I like to say that genesys is the most powerfull platform that i know
What do you dislike about the product?
Documentation is a bit of a kaos, Genesys has to work on that
What problems is the product solving and how is that benefiting you?
Escalability, easy of use
Por que migrar para a Genesys
What do you like best about the product?
facilidade de configuração, solução totalmente integrada e unificada.
What do you dislike about the product?
Burocracias com integradores (Serviços de Parceiros), Suporte para testes em Português - Brasil, prazo de implementação muito longo para ideias
What problems is the product solving and how is that benefiting you?
simplificação da Infra, tempo de implementação de novas ilhas e otimização do ambiente.
simplicidade para o atendente e o numero de integrações possiveis!
simplicidade para o atendente e o numero de integrações possiveis!
Uso do CX para gestão de equipe e melhoria de atendimento
What do you like best about the product?
Uso de funcionalidades como WFM, speeach e agent assist agregam muito valor ao negócio
What do you dislike about the product?
Os relatórios poderiam ser mais visuais e personalizáveis, tenho dificuldade para visualizar as notas de atendimento, e ausência de relatórios do menu da URA para entender a usabilidade
What problems is the product solving and how is that benefiting you?
Escala de atendimento, filtro de necessidade do cliente, automatização de assuntos que não precisam do atendimento humano
Muito bom
What do you like best about the product?
As palestras foram muito boas e explicativas
What do you dislike about the product?
Nada tudo foi perfeito e estava ótimo. Muito bom.
What problems is the product solving and how is that benefiting you?
Está ajudando a atender a URa
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