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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.
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"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.
Genesys Cloud CX Review
What do you like best about the product?
The upside of working with Genesys Cloud CX is not for every 2-3 years. The new versions will be auto-updated in the cloud for you.
What do you dislike about the product?
Like other things in the cloud, there are latency on some days and sluggishness.
What problems is the product solving and how is that benefiting you?
The Genesys Cloud CX is solving lots of end user issues. The benefit is to solve these issues, no logs are required to upload to support. Support already has them
GENErally SYStematic!
What do you like best about the product?
What I like best about Genesys is its Performance. It is scarce that you find an app with clarity, no delays and most of the ability to perform similarly to a regular phone call. Most of the app similar to Genesys will either be good one thing but would fail on the other side.
What do you dislike about the product?
There is nothing to dislike about Genesys Cloud this is actually what we have been hoping for on a cost effective way of communicating. Wherever you are you can be reached in an instant.
What problems is the product solving and how is that benefiting you?
Imagine being in one country and servicing a different country would be expensive. However, Genesys now solved the biggest problem in customer service, the cost drop productivity increased.
Ease of use
What do you like best about the product?
Genesys Cloud CX is very easy to use for newcomers. It is easy to learn new things
What do you dislike about the product?
There are basic use cases that are not available with Genesys Cloud CX that are out of the box for other platforms. One being the ability to use a phone number for voice and SMS interactions
What problems is the product solving and how is that benefiting you?
Genesys cloud CX is helping us solve the omnichannel experience for our agents. We can now have every agent in one system and work in different channels vs having to have a different product to take care of all of the main channels
Pleasantly Satisfied with Genesys Cloud CX
What do you like best about the product?
I like the ease of customization and integration. We were able to integrate with our CRM and other systems in house without consulting.
What do you dislike about the product?
The post-sale and ongoing support leaves much to be desired. For every issue, an engineer needs the same long lead time to get up to speed on our environment.
What problems is the product solving and how is that benefiting you?
Omnichannel communications is 100% enabled with Genesys, including all the data integration points for our entrprise.
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