Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
My experience with Genesys Cloud CX
What do you like best about the product?
It's an excellent cc platform. It helped us a lot during the pandemic.
It's highly customizable and solves a variety of problems.
It has all options in call, email, and text, and due to this, we were able to collaborate during the pandemic as well.
It's highly customizable and solves a variety of problems.
It has all options in call, email, and text, and due to this, we were able to collaborate during the pandemic as well.
What do you dislike about the product?
It's very good, but you cannot integrate it with other prominent software which was a letdown for us.
What problems is the product solving and how is that benefiting you?
Like every other software, it has some letdowns, but it acted as a very usable software during the pandemic and helped us to be as productive as we were in the office.
- Leave a Comment |
- Mark review as helpful
"Genesys cloud CX - Service contact center"
What do you like best about the product?
It is one of the best app which we can use it freely and it has provideall under one roof it has provide lots of features like screen recording and voice mail and forecasting and reporting and it has great API and SDK and it is the cloud based contact center solution.
What do you dislike about the product?
the premium little higher side for us apart from this providing clear channels for users to esclates and resolve issuses , particularly those related to custom development.
What problems is the product solving and how is that benefiting you?
genesys cloud help us to run inbound and outbound campaign for our prospects and existing insurance customers of our five brands apart from this we moved from solely voice and third party live chat to a fully integrated voice chat,SMS and email solution.
Review of Genesys Cloyud CX
What do you like best about the product?
its an amazing platform for group connection. It allows us to use chat email call under one application and it is also completely reliable as well. It has improved our work agility.
What do you dislike about the product?
Although it works excellently, few changes would make it good.
Like reports which are generated are confusing and call quality also drops sometimes.
Like reports which are generated are confusing and call quality also drops sometimes.
What problems is the product solving and how is that benefiting you?
It provides us to manage call chats and email under one suite it saves our time and enhances our work.
Enhancing Customer Experience with Genesys Cloud CX: A Comprehensive Review
What do you like best about the product?
Genesys Cloud CX is a powerful contact center solution that has significantly improved our business's operational effectiveness and customer satisfaction. Administrators and agents may easily navigate its user-friendly interface, which guarantees flawless administration of customer interactions across numerous communication channels like voice, email, chat, and social media. We can effortlessly offer first-rate customer service at every touchpoint thanks to Genesys Cloud CX.
The cloud-based architecture of Genesys Cloud CX shows to be a game-changer as our company expands. It allows us to scale without sacrificing performance, allowing us to keep up with our clients' increasing demands. Our procedures have been made simpler and more efficient overall because to the platform's integration possibilities with a variety of third-party apps, including CRM systems and workforce management tools. Advanced features like conversational AI, intelligent routing, and predictive engagement have greatly increased agent effectiveness and customer happiness.
The cloud-based architecture of Genesys Cloud CX shows to be a game-changer as our company expands. It allows us to scale without sacrificing performance, allowing us to keep up with our clients' increasing demands. Our procedures have been made simpler and more efficient overall because to the platform's integration possibilities with a variety of third-party apps, including CRM systems and workforce management tools. Advanced features like conversational AI, intelligent routing, and predictive engagement have greatly increased agent effectiveness and customer happiness.
What do you dislike about the product?
Although Genesys Cloud CX is incredibly user-friendly, some users might initially find it difficult to understand all the features and functionalities. As a result, the onboarding process for new administrators or agents may take longer. Even though Genesys offers customer assistance, the quality and response times might be better. There could be a delay in finding the right information or solving the problem.
The platform might not provide the needed flexibility to accommodate particular business objectives or workflows in some use scenarios. Although it excels at streamlining operating costs, increasing agent productivity, and optimizing contact center procedures, some cutting-edge features, such as AI-powered functionalities or complicated routing, may necessitate a better grasp of the platform before they can be adopted.
The platform might not provide the needed flexibility to accommodate particular business objectives or workflows in some use scenarios. Although it excels at streamlining operating costs, increasing agent productivity, and optimizing contact center procedures, some cutting-edge features, such as AI-powered functionalities or complicated routing, may necessitate a better grasp of the platform before they can be adopted.
What problems is the product solving and how is that benefiting you?
Adaptive Routing: Ingenious routing algorithms are used by Genesys Cloud CX to guarantee that customer enquiries are routed to the most qualified agent or division in light of things like skill set, availability, and previous interactions. As a result, first-contact resolution rates rise and overall customer satisfaction rises.
Workforce Management: We can effectively schedule agents, optimize staffing numbers, and keep track of performance thanks to Genesys Cloud CX's strong workforce management tools. This enables our contact center to respond to consumer inquiries quickly away and with the necessary tools.
Analytics and Reporting: The platform provides thorough historical and real-time analytics, enabling us to keep track of crucial key performance indicators (KPIs) and make data-driven decisions to improve our customer service operations. We can further enhance customer service and expedite operations by integrating with CRM systems, business apps, and third-party solutions.
Scalability and Flexibility: Genesys Cloud CX offers the versatility to scale up or down in accordance with our changing company needs because it is a cloud-based solution. Due to our adaptability, we can respond to changes in call volume and client needs without making substantial infrastructure investments.
Security and Compliance: By providing features like data encryption, access controls, and compliance with industry standards like GDPR and HIPAA, Genesys Cloud CX places a high priority on security. This guarantees regulatory compliance while protecting private customer information.
We have seen a tremendous improvement in our entire customer experience, operational effectiveness, and data-driven decision-making skills since implementing Genesys Cloud CX. It has completely changed how we run our contact center, allowing us to provide first-rate service while addressing clients' changing needs.
Workforce Management: We can effectively schedule agents, optimize staffing numbers, and keep track of performance thanks to Genesys Cloud CX's strong workforce management tools. This enables our contact center to respond to consumer inquiries quickly away and with the necessary tools.
Analytics and Reporting: The platform provides thorough historical and real-time analytics, enabling us to keep track of crucial key performance indicators (KPIs) and make data-driven decisions to improve our customer service operations. We can further enhance customer service and expedite operations by integrating with CRM systems, business apps, and third-party solutions.
Scalability and Flexibility: Genesys Cloud CX offers the versatility to scale up or down in accordance with our changing company needs because it is a cloud-based solution. Due to our adaptability, we can respond to changes in call volume and client needs without making substantial infrastructure investments.
Security and Compliance: By providing features like data encryption, access controls, and compliance with industry standards like GDPR and HIPAA, Genesys Cloud CX places a high priority on security. This guarantees regulatory compliance while protecting private customer information.
We have seen a tremendous improvement in our entire customer experience, operational effectiveness, and data-driven decision-making skills since implementing Genesys Cloud CX. It has completely changed how we run our contact center, allowing us to provide first-rate service while addressing clients' changing needs.
The Genesys Cloud CX Testimony.
What do you like best about the product?
This product has helped us to establish new way to build customer journey by taking into account live chats and phone calls. Through this, you can connect with another person through talk and call. All messages are connected to emails in the sense that you can retrieve and discover the discussions again.
What do you dislike about the product?
With this application, there's limitation of tools and reporting for those who are not operating within call groups.
What problems is the product solving and how is that benefiting you?
Through this application, we upgraded immensely on the calls quality.
It's now easier to manage high volume of call times and same time dissect how users use their time throughout the day.
It's now easier to manage high volume of call times and same time dissect how users use their time throughout the day.
"great aswose features software"
What do you like best about the product?
The platform provides easily maintained email help or easy chat and mail. Genesys works efficiently from home using mobile, laptop and phone. Great, also, those have been provided. Or reporting and voice recording for the fantastic features.
What do you dislike about the product?
Genesys to did not cloud work and was not easily maintained to the ip address to manually. Or a small organization to the salesperson a not work correctly to the observe.
What problems is the product solving and how is that benefiting you?
All problems are solved quickly by the co-browsing features to maintain voip process, like smooth work. All organizations help to the Genesys cloud help, social customer service use for a live chat, and also improve outbound call tracking to work day by day.
"Great work to the genesys cloud CX"
What do you like best about the product?
Genesys cloud cx dashboard interface is so easy. All service and function excellent work quickly help customer support all working days easy respond.
What do you dislike about the product?
I have no longer disappointed with the Genesys cloud cx. All good easily maintain and adequately work.
What problems is the product solving and how is that benefiting you?
Genesys clod cx auto dialer help to the bussines problem reslove or chatbots and smoothly work like all slarge rpo outbond and inbound processing so easily mantain live chat facility is also work. email mangment all kind of the work help.
Genesys Cloud CX vs On-Premise
What do you like best about the product?
Everything is available via API compared to the on-premise. Easy to develop custom solutions. Good development portal. Finally, real-time and historical reporting uses the same source data and business metrics.
What do you dislike about the product?
The Cloud CX is far behind the functionality of Genesys on-premise. It will take years to develop similar functionality for cloud. Some essential supervisor functions are available in AppFoundry, but with an additional price. No access to the logs
What problems is the product solving and how is that benefiting you?
Ready to go the call center solution with a lot of functions starting with agent desktop and ending with chat bots.
Game-Changing Insights
What do you like best about the product?
Aside from the reporting and insights, I love the ability to make fluid changes in response to outside factors. Configuration is easy and can be passed to the areas of the business to manage their own units rather than having to go through an IT administrator.
What do you dislike about the product?
As a small organization with both call centers and sales agents with direct lines, I wish there were more considerations for the agents that take queue calls but do the bulk of their business through their direct line. There's enough functionality for direct calls, but you sacrifice reporting. If you create personal queues for reporting, you sacrifice flexibility and function like forwarding calls to a cell phone.
What problems is the product solving and how is that benefiting you?
Genesys Cloud is helping us modernize our customer experiences, helping us meet customer expectations. We've been able to quickly identify and implement new features without very many dedicated resources in our small organization. Starting with something as simple as callbacks and deflection to self-service, we have already seen an improvement in our hold times and satisfaction scores. Thanks to the robust feature set offered, we now have a clear roadmap to adding channels to engage with customers how they want, when they want.
Genesys CX a great overall platform!
What do you like best about the product?
One of the key strengths of the Genesys cloud is its flexibility and scalability. I like how the platform is highly customizable allowing tailored configuations to meet our specific needs.
What do you dislike about the product?
Constant updates are not well communicated and sometimes changes in the UI are unexpected. Better documentation regarding this aspect. More free training should be available.
What problems is the product solving and how is that benefiting you?
Another strength of Genesys Cloud is its comprehensive feature set. The platform includes a range of tools for managing inbound and outbound calls, as well as chat, email, and social media interactions. It also includes robust reporting and analytics capabilities, allowing businesses to track key metrics and gain insights into customer behavior.
showing 41 - 50