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Genesys

Genesys | 1

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External reviews

1,382 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Utilities

Very reliable call center platform with enriched features.

  • November 14, 2024
  • Review verified by G2

What do you like best about the product?
1.) Very reliable uptime
2.) Enriched features
3.) Easily retrievable & sortable statistics
What do you dislike about the product?
1.) Technical help needs improvement
a.) Technical help language barrier can sometimes be an issue.
b.) Waiting for a high priority ticket to be resolved in a reasonable amount of time can also be an issue at times.
What problems is the product solving and how is that benefiting you?
How to answer calls in a timely manner with the proper flow structure outcome.

    Consumer Services

All in one platform for managing Contact Centre

  • November 04, 2024
  • Review verified by G2

What do you like best about the product?
The platform offers an impressive range of tools and integrations, all of which are incredibly user-friendly.
What do you dislike about the product?
Specific functionalities in a micro level is not available such as monitoring a live chat, Multiple agent sending SMS to same contact at the same time, embedding PDF into an article.
What problems is the product solving and how is that benefiting you?
One of the standout features is the omnichannel support—handling voice, chat, email, SMS from a single platform has streamlined our processes and improved agent productivity. The real-time reporting and historical data access are top-notch, allowing us to make informed decisions quickly.

    Banking

The best CCaS

  • October 29, 2024
  • Review verified by G2

What do you like best about the product?
Its easy to use and implementation is very quick.
What do you dislike about the product?
Some integrations lack of documentation.
What problems is the product solving and how is that benefiting you?
Is solving an incresing cost with onpremises solutions and a security risk being that onpremises services need to be constantly updated

    Information Technology and Services

Why Genesys Cloud CX matter

  • October 23, 2024
  • Review provided by G2

What do you like best about the product?
Excellent innovation with revenue driven features which enabled best customer experience
What do you dislike about the product?
Cost management could be done better which can help customer to decide quickly on migration
What problems is the product solving and how is that benefiting you?
Genesys Cloud CX is providing Omnichannel solution which help agent to interact with custgomer accross chanel using single platform

    Ben H.

Robust CX with a wide variety of uses

  • October 16, 2024
  • Review verified by G2

What do you like best about the product?
Architect is awesome at creating custom flows and distributing your calls where you need when you need.
What do you dislike about the product?
Sometimes is too big for smaller call centers. Great when you need multiple departments or queues but definitely not for small call centers.
What problems is the product solving and how is that benefiting you?
Genesys Cloud is often making updates to keep the system improving. The upgrades that apply to our company improve our efficiencies nearly every time.

    Health, Wellness and Fitness

User friendly, well organized.

  • October 08, 2024
  • Review provided by G2

What do you like best about the product?
I like how easy it is to find all your tabs, call logs, history as well as the phone functions.
What do you dislike about the product?
Don't have a negative experience with this tool.
What problems is the product solving and how is that benefiting you?
I wouldn't be able to say what issues the company had with NiceXone prior to switching to Genesys but in my personal opinion Nice was very outdated

    Stamatios@mtb.com P.

Omnichannel Services

  • October 08, 2024
  • Review verified by G2

What do you like best about the product?
Omnichannel solution platform allows customers to engage through modern methods.
What do you dislike about the product?
Division awareness is lacking integration
What problems is the product solving and how is that benefiting you?
Enabling more automation for an improved agent experience leading to improved customer experience

    Bhavin F.

Innovative CcaaS Product - Genesys Cloud CX

  • October 02, 2024
  • Review verified by G2

What do you like best about the product?
I like the feature Predictive Engagement, WFM, Outbound Campaigns & Agent assist.
What do you dislike about the product?
For some of the functionality API is not availble, for example Flow Journey Management
What problems is the product solving and how is that benefiting you?
Genesus Cloud CX saving lots of time of agent and operational cost by utilizing feature like, WFM, Agent Assist and seamless integration with CRMs.

    yogesh l.

I will recommend

  • September 25, 2024
  • Review provided by G2

What do you like best about the product?
Integration and flexibility about any CRM
What do you dislike about the product?
Nothing to dislike about Genesys cloud CX
What problems is the product solving and how is that benefiting you?
Genesys cloud CX for integration with customer CRM

    Banking

Great solution

  • September 25, 2024
  • Review provided by G2

What do you like best about the product?
Simple, Efficient, Easy, Powerful, Smart
What do you dislike about the product?
Initially hard to get used to, for a short while.
What problems is the product solving and how is that benefiting you?
Improving employee bandwidth

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