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its easy to use and convenient.
What do you like best about the product?
its integration with other toold i.e. Salesforce
What do you dislike about the product?
it doesnt have internal contact list you have to type number to transfer the call
What problems is the product solving and how is that benefiting you?
smooth voip calling
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Quality Product
What do you like best about the product?
Functionality
Customizable
Accessible Learning Material
Customizable
Accessible Learning Material
What do you dislike about the product?
We had initial setup challlenges and access.
What problems is the product solving and how is that benefiting you?
Call Quality
Trade In Genesys Cloud as omnichannel solution
What do you like best about the product?
Scalability, Flexibility, Strong Omni channnel and roburst analytics and reporting tools.
What do you dislike about the product?
Higher Cost, particularly for smaller Organizations.
Complexity in confirguration and setup.
Limitations in customization for specific business needs.
Complexity in confirguration and setup.
Limitations in customization for specific business needs.
What problems is the product solving and how is that benefiting you?
It solves the problem of fragmented customer communication by integrating multiple channels into one platform. This consolidation benefits us by improving operational efficiency, enhancing customer experience through seamless interactions, and providing detailed analytics for continuous improvement.
Genesys Cloud CX AI Experience
What do you like best about the product?
It's one of the leading AI powewred platforms. Once you intiate the process you can coordinate most of your steps with your customers and employees.
What do you dislike about the product?
reporting while Genesys little reporting, we still need to rely on power customise for reporting in the business. Cost factor!
What problems is the product solving and how is that benefiting you?
Adherance reporting, Reporting issues, log term/sort term forecasting .
Genesys is a one stop shop for omni channel orchestration
What do you like best about the product?
Designing customer service journeys is made seemless with an intuitive interface and robust training/certification program.
What do you dislike about the product?
Support provided by a 3rd party vendor is often lacking and requires multiple requests for follow up information.
What problems is the product solving and how is that benefiting you?
Genesys provides a 360 view of our organization's customer interactions in a single user interface. Genesys solves the problem of a fractured experience for both customers and employees.
Diverse product
What do you like best about the product?
There is a lot of information that you can utilize in your reports, and you can filter out what is necessary for each department, creating different views depending on your needs.
What do you dislike about the product?
The disconnect information is more complicated than it needs to be.
What problems is the product solving and how is that benefiting you?
By using Genesys Cloud, we were able to integrate 2 instances that were separated previously, and now we can transfer clients between them.
Genesys Cloud
What do you like best about the product?
What I like best about Genesys Cloud CX is its ability to seamlessly integrate multiple communication channels, enhance efficiency through AI and automation, provide deep insights through advanced analytics, and offer a user-friendly, scalable, and reliable platform. These features collectively contribute to a superior customer experience and optimized contact center operations.
What do you dislike about the product?
While Genesys Cloud CX is a powerful and versatile contact center solution, its high cost, complex initial setup, steep learning curve, occasional performance issues, limited customization for smaller businesses, and integration challenges are areas where there is potential for improvement. These factors can affect the overall user experience and may require businesses to invest in additional resources and support to fully leverage the platform's capabilities.
What problems is the product solving and how is that benefiting you?
Advanced Analytics and Reporting. The powerful reporting and analytics tools provide deep insights into customer interactions, agent performance, and overall contact center metrics. These insights are invaluable for making data-driven decisions, identifying areas for improvement, and optimizing operations. The ability to generate detailed, customizable reports helps in continuously enhancing the customer experience.
Very Good Overall experience with very user friendly user interface.
What do you like best about the product?
1) User Friendly interface
2) Excellent Support staff
3) Simplifing complexity in the Contact Center Solution.
4) A lot of nice bells and whistles to manage.
2) Excellent Support staff
3) Simplifing 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) Updates in the background cause some issues.
2) Updates 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.
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
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