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Great tool for keeping track of large groups
What do you like best about the product?
I like that I have the ability to monitor what state all of my customer service representatives are in, and the metrics available to me as well. I can see how long each person and the group as a whole are spending on their dedicated tasks.
What do you dislike about the product?
The program can be a little slow, and it can slow down some processes as well.
What problems is the product solving and how is that benefiting you?
We are using Genesys to increase productivity, and positively reinforce those customer service representatives that are highly attentive and on-task and productive.
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Makes it easy for teams to keep in contact
What do you like best about the product?
The ability to make groups and title them. We used this to make groups for various teams/functions, like a social media group, a copywriting group, etc.
What do you dislike about the product?
Nothing big. I recall the app needing to be updating relatively frequently, but the browser version was always there as a backup.
What problems is the product solving and how is that benefiting you?
Solving for the need for quick, sometimes informal interactions. Faster than emailing team members. Allowed for casual banter which helped morale and team building, especially when people are in different locations.
Easy way to provide the best Customer Service
What do you like best about the product?
We migrated from Genesys Pure Connect to Genesys Cloud recently with one market, and now we are in the process of migrating all other markets (which will be over 40 in total). So far, the system looks much easier to use. We were scared that some of the agents would have difficulties with the transition, but nothing like that hasn't happened, and everyone is managing well.
The best is that everything is available on one screen and agents don't need to switch between many windows. We can't wait to have possibility to use social media withing Genesys Cloud.
The best is that everything is available on one screen and agents don't need to switch between many windows. We can't wait to have possibility to use social media withing Genesys Cloud.
What do you dislike about the product?
We didn't like that some options that were available for us in the previous system were removed in Genesys Cloud. One of those is the lack of post-call survey available after each call our customers make to us.
Profile of our company requires this feedback from our customers, and in Genesys Cloud, it is not possible.
The second thing is the lack of possibility to pick up emails from the queue- Genesys is offering the external provider app for that, but this requires additional costs.
Profile of our company requires this feedback from our customers, and in Genesys Cloud, it is not possible.
The second thing is the lack of possibility to pick up emails from the queue- Genesys is offering the external provider app for that, but this requires additional costs.
What problems is the product solving and how is that benefiting you?
We are hoping that Genesys Cloud will help us to improve our Agents' productivity and average handling time. However, it is too early yet to see the results.
The main benefit will be the possibility to contact our customers through social media- like WhatsApp or Facebook messenger.
The main benefit will be the possibility to contact our customers through social media- like WhatsApp or Facebook messenger.
A basic good quality video call app
What do you like best about the product?
Skype for Business is easy to use on both mobile or desktop, and most of its features are free. Screen sharing is overall easy to use, and attaching documents and links (through the chat) is also effortless.
What do you dislike about the product?
I feel there is no interest in upgrading Skype for Business or adding new features to it. It seems that Microsoft is focusing on Teams and slowly forgetting Skype.
What problems is the product solving and how is that benefiting you?
Skype for Business helped foster a spirit of teamwork and communications with our headquarters in the US in a seamless fashion. It overall improved our productivity.
Great way to manage GDPR
What do you like best about the product?
No need to build our own solution to tackle gdpr guidelines
What do you dislike about the product?
It is paid but if you want your it team to focus on important things, then go for it
What problems is the product solving and how is that benefiting you?
Its easy to maintain gdpr guidelines
Genesys DX Review
What do you like best about the product?
There is more information on the dashboard at a glance.
What do you dislike about the product?
It would be better if we could view info in real-time on the dashboard.
What problems is the product solving and how is that benefiting you?
Meeting employee needs by answering questions quickly, without waiting for a person
Very User Friendly
What do you like best about the product?
Genesys is very user-friendly, including architect! It made navigating the system and making system adjustments seamlessly!
What do you dislike about the product?
Reporting could be a little better. It is very basic and requires you to look in a few places to get your information
What problems is the product solving and how is that benefiting you?
Previously we have some limitations with our queues and capabilities specifically to languages; not having more views available has made our day-to-day managing much easier!
Recommendations to others considering the product:
Utilize Genesys Community chat whenever you're unsure of something you're trying to accomplish. It is very helpful, along with the quick tips/questions field within the program!
Awesome experience with Genesys Cloud
What do you like best about the product?
Functionality and ability to control everything ourselves.
What do you dislike about the product?
It becomes very complex to use APIs and integrations without any knowledge of how to use them.
What problems is the product solving and how is that benefiting you?
Multiple channels on the same platform make it very easy to manage, IVR management is effortless, Outbound dialer has lots of possibilities and integration ability to work with any external applications.
Super User Friendly
What do you like best about the product?
I enjoy the simplistic nature of Genesys
What do you dislike about the product?
I dislike the fact that more caller names do not appear vs numbers only.
What problems is the product solving and how is that benefiting you?
It has made dialing out and re-dialing potential new hires more efficient for me.
Great overall experience - great people who care about doing a good job!
What do you like best about the product?
Cloud-based. Easy to deploy and extend to new and disparate sites
What do you dislike about the product?
Would like to see the Agent Interaction screen improved
What problems is the product solving and how is that benefiting you?
Global, integrated ACD: Supporting Digital Interactions from Customers and enabling communication with internal Service Engineers via SMS.
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