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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
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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.
Genesys CX - great contact center software.
What do you like best about the product?
Genesys CX has an "easy use" admin UI combined with being API first. This makes development and implementation much easier than other platforms.
What do you dislike about the product?
I wish there were more options for phone templates, or hard phone offerings that can be self provisioned.
What problems is the product solving and how is that benefiting you?
It is our solution to "single pane of glass" for all of our different lines of business.
Genesys Cloud CX, a transformative journey for our customers and business
What do you like best about the product?
Genesys is an established and leading company in the customer experience (CX) industry. Our successful transition from an on-premises, legacy solution to the cloud was made possible by our partnership with Genesys, who provided guidance and support throughout the journey. With the foundation of our platform now established, we are enthusiastic about expanding our service offerings to take advantage of the many benefits that Genesys Cloud CX provides, such as omnichannel capabilities, scalability, AI-powered features, security measures, and improved integration with our CRM and ERP systems.
What do you dislike about the product?
To improve user experience, Genesys Cloud CX could consider simplifying the release of new features and increasing transparency around pricing. Additionally, providing clear channels for users to escalate and resolve issues, particularly those related to custom API development, would be beneficial as businesses continue to build on the platform.
What problems is the product solving and how is that benefiting you?
Scaling and being more cost-effective.
Review of Genesys for the last 2 years
What do you like best about the product?
Ease of use, Ease of access, ever increasing featureset, Good support, Future roadmap, Integration services very good.
What do you dislike about the product?
Documentation does not always detail fully how things work
Need some good examples of creating items and not just basic instructions.
Need some good examples of creating items and not just basic instructions.
What problems is the product solving and how is that benefiting you?
Keeping the solution in one place
No reliance on own archiecture/network
No need to upgrade, this is part of the service
Integration with multiple parts of the business
No reliance on own archiecture/network
No need to upgrade, this is part of the service
Integration with multiple parts of the business
Engineer
What do you like best about the product?
ease of use. From the perspective of Engineering to end users. Also, one-stop-shop for all omnichannel needs.
What do you dislike about the product?
sometimes the support, can take some time to get support on the same page as you.
What problems is the product solving and how is that benefiting you?
ability to use one platform for all our omnichannel needs.
Overview of Genesys Cloud CX
What do you like best about the product?
All in application with chat, emails, meetings, voice bots and many more facilities. Workforce management capabilities are decent. Great cloud support and affordable.
What do you dislike about the product?
Poor customization options. It has troubleshoot issues. Need expert-level knowledge to use it. Too many options make it complex to understand. Data integration can be better.
What problems is the product solving and how is that benefiting you?
Reducing and restructuring complexity to a simple level and minimizing logging issues can be helpful. Enhancement of mobile application facilitates efficient management.
Highly competitive product. Easy to use, stable and full of features.
What do you like best about the product?
Ease of use. We were able to transition 4 companies, 10 lines of business, 275 queues and 3,300 users to the system in 18 months. This included multiple CRM integrations.
What do you dislike about the product?
Support is challenging. They often have to escalate to their dev teams and tickets sit open for months.
What problems is the product solving and how is that benefiting you?
Allows us to collapse multiple omnichannel platforms into one, while allowing us the flexibility to quickly bring enhancements and new functionality to the business.
Genesys a truly cloud contact center solution
What do you like best about the product?
One-stop shop for all your contact center needs. Genesys' consultative approach toward solution deployment and its constant innovation are worth noting.
What do you dislike about the product?
Limited availability for the telephony solution, however, they complement it nicely with their strong BYOC solution.
What problems is the product solving and how is that benefiting you?
Ours is a global deployment servicing our customers across omnichannel platforms. We are heavily invested in the Genesys CX solution and could see enhanced customer experience from the day we went live with the solution.
Genesys Cloud CX review
What do you like best about the product?
It offers a range of features such as interactive voice response (IVR), automatic call distribution (ACD), and workforce optimization (WFO) to help businesses manage customer interactions more efficiently.
What do you dislike about the product?
Difficulty getting adequate support from Genesys, including long wait times and unhelpful responses, along with limited integrations with other software and services, making it difficult to integrate with existing workflows.
What problems is the product solving and how is that benefiting you?
It benefitted in managing inbound and outbound contact center operations, including voice, email, and chat thus making it easier to provide customer support and services. It was also helpful in managing sales and marketing campaigns along with lead management. Since this provides real time reporting, it makes life easier in understanding CX interaction
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