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Genesys Cloud CX a cloud-anchored customer management solution
What do you like best about the product?
With Genesys Cloud CX we save a lot of time by integrating and managing the different tools we use to communicate within our organization, reducing effort and increasing productivity. With the tool we can offer our customers a personalized communication experience with which we can increase our reach to them.
What do you dislike about the product?
It is more useful for companies with high income because it involves high costs that cannot be acquired by small companies because they will not receive the same point of balance in finances. It can be quite complex, which means training the users involved, otherwise they will not be able to use all the functions that make the tool powerful.
What problems is the product solving and how is that benefiting you?
The software is a cloud-based solution that promotes customer experience, improving communication through telephony, chat, messaging and email when at the same time allows the analysis and processing of data, offers a high-level customer experience managing to maintain the quality of service and increasing the profitability of the processes. The volumes of calls and messages are the main asset for the return on investment with this tool, since it allows handling very high volumes that may be imperceptible manually, Genesys Cloud represents a great solution for large companies that require personalized attention with a high number of customers.
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Multi usage application
What do you like best about the product?
The features mainly, it has many varities of features which is user friendly, for taking calls and chats it has many useful features which is easy to use and operate.
What do you dislike about the product?
They aren't much of a limitations, except for the navigations, as it takes time to suddenly adapt to the changes of the new application implented.
What problems is the product solving and how is that benefiting you?
Genesys cloud cx is a great platform for team meetings and groups. It has messages, calls and chats which is multi usage application which helps is reducing more applicants and saves time mainly. The technical support team is very easy to reach and responsive, which is very benefitial.
Veteran User
What do you like best about the product?
The best thing about Genesys, it is cloud-based so anywhere you can get an internet connection, you can work! Whether its taking calls or an admin like me, can make changes on the fly!
What do you dislike about the product?
There are not a whole lot of downsides that I have come across since we started using Genesys Cloud 3 years ago or so. There were in the early stages but things have only improved. The only thing I can really complain about right now is that there is no way to have callback interactions be auto-started and auto-ended. I have heard that is something they are working on tho! I do not like the new reporting system that they have. I liked the old way when reports had their own tab and the layout was just better. It was easier and better to select your options for reporting, in my opinion.
What problems is the product solving and how is that benefiting you?
Since we started using Genesys, we have had a much better contact rate and a lot lower abandon rate. The callback feature was a HUGE part of that. At times, callback times would get really high, so we added the ability to leave a voicemail instead of only a callback. We also added web messaging as another way for the customers to interact. Call recording and QAs have helped us train our employees better and in the areas they needed improvement.
Great service management tool
What do you like best about the product?
Ease in managing interactions and agents. Full service monitoring.
What do you dislike about the product?
Custos alto por licença e dificuldade de atendimento com o suporte técnico
What problems is the product solving and how is that benefiting you?
Improved service management customer, enabling real-time management visibility for management
20 + years experience in voice and contact center domain
What do you like best about the product?
1) User interface
2) call routing
3) single URL for all login and based on roles& permission looks changes
2) call routing
3) single URL for all login and based on roles& permission looks changes
What do you dislike about the product?
They should have included the architect flow plug-in and Genesys cloud desktop plug-in in one
What problems is the product solving and how is that benefiting you?
We have simplified our contact center solution by moving from Onprem to Genesys Cloud, and RIO was achieved by deflecting the calls to the AI bot.
Mostly suits our business needs
What do you like best about the product?
A lot of consolidated tools in one program
What do you dislike about the product?
The transcription needs more work. Either the word is incorrect or there are too many ellipses.
What problems is the product solving and how is that benefiting you?
We can see agent activity - real time and historical as well as their productivity. We can track topics and trends of our customers, we can put people on the queues they need to be on.
Sr director ops
What do you like best about the product?
AI routing and agent assistance along with integrated omnichannel communications via the interaction desktop. Enhancements to the ICBM that allow business leaders to manage their teams metrics.
What do you dislike about the product?
Well technically we are not on the cloud yet. We are on the old I3 but starting the upgrade on July 11th.
What problems is the product solving and how is that benefiting you?
Agent efficiency
Genesys cloud migration
What do you like best about the product?
We are currently engaged with Genesys and moving our platform to the cloud. Implementation has been great and we look forward to the end product!
What do you dislike about the product?
So far it has been great and looking forward to continued great partnership and service
What problems is the product solving and how is that benefiting you?
Added features and benefits
Excited for the future.
What do you like best about the product?
We are in the process of migrating to the cloud version of Genesys. We look forward to the added benefits of having a cloud based phone system.
What do you dislike about the product?
We are so excited for the added capabilities of using the cloud and integrating other tech to enhance our authentication system.
What problems is the product solving and how is that benefiting you?
Moving from on premise phone system.
Revolutionary Management System
What do you like best about the product?
Genesys Cloud CX is a practical touch middle answer that reinforces operational effectiveness and customer satisfaction. Its person-pleasant interface enables seamless administration of client interactions across diverse channels. With Genesys Cloud CX, we deliver pinnacle-notch customer support at each touchpoint. The cloud-based structure guarantees scalability without compromising performance. Integration with third-party apps simplifies tactics and advanced capabilities like conversational AI and intelligent routing decorate agent effectiveness and client happiness.
What do you dislike about the product?
The trouble with Genesys Cloud CX is the limit on having a couple of segments inside a license. This hinders the utility's usability and creates drawbacks when operating with multiple features. Another difficulty is the put-off in establishing chat windows, leading to the accidental beginning of a couple of home windows for the identical man or woman's communication. Even as this prevalence is occasional, it can be resolved.
What problems is the product solving and how is that benefiting you?
Earlier it became turning into very difficult to carry for managers to song what engineers were telling to purchasers and how much time he is taking of their reactions. even as integrating Genesys Cloud CX with our platform, everything may be tracked, and a few customers informed us that our response SLA had been advanced
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