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Good communication tool but MS provides better option as Teams
What do you like best about the product?
It's chat and call feature including video.
It gives option to send attachment as well.
It gives option to send attachment as well.
What do you dislike about the product?
It's not dislike but we have better option now called Teams from same provider.
What problems is the product solving and how is that benefiting you?
Was using it to communicate and to troubleshoot end user reported issue on screen sharing.
Recommendations to others considering the product:
If you looking for conversation only then go for it.
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Genesys Cloud CX the Best
What do you like best about the product?
Every feature found in Genesys, is user friendly. The UI is easy to navigate as compared to other platforms. Genesys is fast, secure, and very dependable. The icons are very appealing and are well selected to indicate exactly what it does.
What do you dislike about the product?
There is only positivity coming from Genesys Cloud CX. I am very satisfy and contented in using this platform. I would highly recommend Genesys Cloud CX to any one.
What problems is the product solving and how is that benefiting you?
I use Genesys to get in contact with clients. It is very beneficial as it is very dependable and has easy-to-use features. Receiving messages from clients has never been so easy as when using Genesys Cloud CX.
No time to lose
What do you like best about the product?
High reliability, High maturity, Simple and reasonable subscription model, "Just works" rapid deployment experience.
What do you dislike about the product?
Relatively slow delivery against long-standing business painpoints many of which are still living on the idea portal only.
What problems is the product solving and how is that benefiting you?
We realized global simplification thru consolidation and enabled rapid delivery against new requirements.
Recommendations to others considering the product:
Consider the choice of BYOC On-prem Edge servers for the sake of benefits coming with hybrid cloud architecture (e. g.on-site survivability, keeping the internal support audio streams within the perimeter of your company data network).
New platform is better the current PureConnect, but there are still a lot of features missing.
What do you like best about the product?
The new cloud-based scheme, all software in a browser, no local software installation needed, using of WEBRTC phone.
What do you dislike about the product?
The limits in the setup, for example, for data tables. I wouldn't say I like the feature, which needs publishing in Architect after changing the prompt. It is annoying. Some parts in the setup, e.g. for users. I missing possibility of changing more than 1 object in the same time.
What problems is the product solving and how is that benefiting you?
From my perspective, it helps us to get rid of the current infrastructure. I would say we can remove more than 20 servers after finalizing the upgrade. We are still in the beginnig of migration our 44 markets from current solution to Cloud.
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.
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
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