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Just Works
What do you like best about the product?
Everything works flawlessly and businesses can do their work rather than worrying about calls working or not, frequent call drops etc, etc
What do you dislike about the product?
Customization options are fewer and support/PS teams need to be involved in any deep customization(which most of the times are not feasible)
What problems is the product solving and how is that benefiting you?
Previously we were using a different Contact Center software, it was on-premise which created extra overhead on our IT and became difficult to scale. Genesys along with it features also brings AWS capabilities which will help us to work efficiently in the long run.
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Seamless integration with multiple communication channels
What do you like best about the product?
Multi-Channel Integration. Voicemail notifications via Gmail. Video chat and chat features.
What do you dislike about the product?
There are no limitations or disadvantages for typical use cases.
What problems is the product solving and how is that benefiting you?
Genesys Cloud CX optimizes business operations increasing efficiency. Ongoing updates maintain system reliability, minimizing disruptions, and elevating the overall customer experience.
Genesys Cloud for call center and notification management
What do you like best about the product?
It is a great solutions for both call center and notification management. A one for all platform to manage communication with customers ranging from ANI, email/sms flow, notification template management, reporting,....
What do you dislike about the product?
There is a limitation of how many notification can be setup under one unit.
What problems is the product solving and how is that benefiting you?
We got simultaneously response for every single requests therefore it is easier to manage what sent to customer.
Very robust system
What do you like best about the product?
What I like best is that it is always growing and expanding. The system is easy to set up and use. Feature packed.
What do you dislike about the product?
Sometimes features are released lacking basic functionality. Not sure if it's developers not communicating with end users or features being rushed but it has been more prevalent lately.
What problems is the product solving and how is that benefiting you?
The main thing it solves is that it lets us do many things in one system rather than several and integrates with our other systems such as Dynamics 365.
It was great for automatic outbound calls
What do you like best about the product?
The ease of use makes working ways with it.
What do you dislike about the product?
Some times the call logs doesn't revert calls well .
What problems is the product solving and how is that benefiting you?
Working will be smooth
The best quality cloud contact center platform
What do you like best about the product?
Built using microservices and being the API first platform, Genesys Cloud CX is clearly a highly recommended contact center platform. The huge documentation available on the resource center, its community and developer forum just adds to it.
What do you dislike about the product?
The application default capabilities like agent assist, voice transcriptions, surveys and reports are very limited and customers are forced to use integration to external entities adding more costs to run the contact center.
What problems is the product solving and how is that benefiting you?
The platform's routing engine solves the problem to use the interaction routing in the best way to get optimal utilization of the agents. This clearly helped us to crease productivity for the organization as a whole.
Efficient Work Balance
What do you like best about the product?
The schedule function is fantastic. It is simple to integrate with different communication channels, and it can also speed up customer service and support procedures.
What do you dislike about the product?
Customization Limitations: While Genesys Cloud CX offers a range of features, it has limitations in customizing certain aspects of the platform to fit specific needs.
What problems is the product solving and how is that benefiting you?
Genesys Cloud CX helps organizations solve challenges related to customer engagement, support, and satisfaction. By doing so, it can lead to increased revenue, improved customer loyalty, and more efficient business operations, ultimately benefiting the organization as a whole.
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.
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.
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