Genesys Cloud CX

Robusto y Fácil de implementar

Comentarios: En general es una plataforma muy completa de fácil administración e intuitiva para los agentes, con una amplia gama de posibilidades teniendo los conocimientos requeridos para el desarrollo de soluciones a la medida.

Puntos a favor:

Fácil de implementar y mejora el trabajo remoto de los colaboradores, la administración de la plataforma se hace sencilla por el nivel de automatización que tiene.

Contras:

Los precios de implementación a través de sus canales es muy elevado y las integraciones requieren de un conocimiento especializado.

La mejor opción de Call Center

Puntos a favor:

Su facilidad de uso y manejo tanto de usuarios como supervisión

Contras:

Por el momento es el software no tengo quejas

¡Una plataforma orientada a la experiencia!

Comentarios: Excelente plataforma. Flexible, permite movilidad y adaptabilidad a las necesidades de una organización.

Puntos a favor:

Probablemente mi mejor experiencia ha sido con IVR-Architect

Contras:

Compartir pantalla, ya que únicamente la experimentamos en video llamada.

Gestion rapida

Comentarios: no es de los peores que he ocupado pero tampoco es una maravilla

Puntos a favor:

La facilidad en la que se implementa y la función que cumple van acorde a la necesidad del trabajo efectuado. posee varias funciones aparte de generar llamadas, sirve como chat con su collaborate donde permite comunicarse entre el equipo de trabajo para así tener una comunicación fluida estes donde estes. además de gestionar horarios y turnos de cada ejecutivo.

Contras:

las caídas de sistema, llamadas cortadas y sin información

comentarios positivos

Comentarios: excelente sistema de trabajo

Puntos a favor:

facilidad de uso, todas las herramientas muy completas

Contras:

de momento nada, todo lo que nos ofrecen esta completo

Perfect for call centers

Comentarios: I'd say it was overall an 8 out of 10. It's important to have call recordings but the use of it was easy.

Puntos a favor:

How easy and quick it is to dial numbers in just one click. Also the transfer tool was friendly and very optimal. Easy to use.

Contras:

The call quality and the recording of the calls were sometimes not heard.

Better than most CX softwares so definitely a must try.

Comentarios: One of the best and most widely used Customer Experience products for a 360 customer service software.

Puntos a favor:

Has a dense set of features and applications for customer facing solutions.

Contras:

It can become very easy to overly rely on Genesys without integrating it even when integrations are currently being implemented. This is because it has so much to offer it becomes distracting.

A Robust Tool for Modern Businesse

Comentarios: In short, is a powerful tool that, despite its complexity, can significantly enhance how businesses interact with their customers.

Puntos a favor:

It integrates everything seamlessly, making customer interactions smooth and efficient. The built-in AI is a game-changer, predicting customer needs accurately. Plus, the user interface is super intuitive

Contras:

It can be a bit overwhelming at first. There’s a lot to learn, and the sheer number of features can feel daunting. It’s powerful, but it definitely has a learning curve.

Genesys Cloud CX Review

Comentarios: Good system, but has reliability issues and lacks ease-of-use functionality.

Puntos a favor:

Forecasting capabilities. Robust reporting system.

Contras:

Isolated applications. Clunky interface. Not user friendly.

Smooth Operator

Comentarios: A telephony tool that works and delivers

Puntos a favor:

Features rich tool to enable smooth customer service operation, inbound call recording and phone queues management. Configurable dashboard set-up

Contras:

No notification to the users when it is disconnected due to network instability

Detailed and Suitable Customer Assisting Platform

Comentarios: The determination that Genesys Cloud CX has in allowing customers give their mind effective and useful.

Puntos a favor:

Genesys Cloud CX has established accurate customer help, which brings an immediate live chat for customers.

Contras:

Genesys Cloud CX has nothing compromising in matters customer help.

Simplify the Stack with a Multifunction Replacement

Comentarios: Working day to day in Genesys Cloud has been wonderful, most functions are straight forward and logical.

Puntos a favor:

Genesys Cloud provides so many features that are very easy to dive into.

Contras:

There isn't a lot of 3rd party guides or learning materials (yet).

spectacular

Puntos a favor:

easy to adaptacion for contaccenter agents

Contras:

some limitations in the chatbot, functionality continues to grow

Genesys Workspace user

Puntos a favor:

The program itself is accurate for the most part

Contras:

times out and difficult to initially use

Great features in one platform

Comentarios: It allows us to provide a more comfortable experience to the customer with functions that make them feel that they are important and we listen to their complaints or claims to solve them.

Puntos a favor:

provides various benefits such as1. easy use and initial setup2. Improves communication with the client3. self-service 24 hours a day, 7 days a week4. They are always up to date with new technology5. Go from chatbot to live agents in seconds

Contras:

Maybe I would like them to improve in the training part, I felt that at the beginning I was lost among all the functions without being able to take full advantage of them.

Great Software

Comentarios: Its been a great experience and business is really happy so far.

Puntos a favor:

Great feature filled product with most of the bells and whistles you need to run contact center and meet your customer needs. Access from anywhere

Contras:

WFM and WEM needs little more lift to compete with industry leaders

Genesys Cloud CX review

Comentarios: less hardware print in our data centers. A lot more ease of use for our end users. Integrations from 3rd parties with Genesys. API driven.

Puntos a favor:

the ease of use from Engineering, administration, and end user perspective. Also, all omnichannel offered in one UI.

Contras:

most of the time support. It can take some time to get them on the same page with you regarding concerns or issues.

Best on premise to cloud transformation of contact center application

Comentarios: Over 1.6 years of experience in Genesys cloud. Also worked with Amazon connect but the most user-friendly and easy-to-use Genesys is the preferable one.

Puntos a favor:

Genesys cloud has both architect and agent desktops it depends on the license. It is easy to build and test the flow. Scheduling and agent desktop view is best to experience. Inbound, outbound, Bot flow, Web messaging, Secure flow and email, etc. its like omnichannel supporting

Contras:

Still, there is a lag on the architect's side. Example: Genesys support only limited languages so other than the non-supported language we have to select Google TTS. Sometimes it doesn't work properly

8/10 product for now, as this product gets better will easily be a 10/10 product in the future

Comentarios: I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future

Puntos a favor:

It was easy to implement and start up. For my company as we had multiple software for our CRM, Genesys Cloud really made it easy as it is all in one software

Contras:

Some areas still need to be developed, such as the reporting and the Workforce Management addon

Great Journeys begin at Home.

Comentarios: Customer experience is improved and and marketing is working better.

Puntos a favor:

Remediating our on premise legacy aging PBX & Call recording suites of applications and hardware.

Contras:

Some of the integration points were weaker and more difficult than the Genesys Connect solution, as GC was getting up to speed 2 years ago.

Breath of fresh air vs historical telephony systems

Comentarios: The software uptime is an industry leader, with no consistent downtime problems since starting with the service. Which is worlds away from our previous experiences with downtime being seen at least once a month with a large agent / customer detriment because of this.

Puntos a favor:

Ease of use. The GUI is clear and concise on both and agent and Administrator level.

Contras:

The workforce management side of the software still requires a lot of work. There is too many interweaving layers to be able to produce an easy to use schedule for our agents.

Administrator

Comentarios: It was a successful experience, very little problems (especially with integrations), that were finally resolved and some isolated problems that were resolved as the installation progressed. Generally speaking, it is a great Contact Center Solution

Puntos a favor:

Expansion capabilities, broad knowledge base, and possibilities to grow with few requirements if needed.

Contras:

Integrations with other legacy products have been an inconvinience.

Genesys is way ahead of it's competitors in multiple quadrants

Comentarios: Moving from a legacy system, to a modernized cloud based solution, cleaned up all our on-premise infrastructure, simplifying our technology stack. As well as providing us the ability to easily configure and deploy new IVRs and Callflows, while giving us the ability to quickly start using advanced features like Speech & Text Analytics and Workforce Management

Puntos a favor:

- Ease of implementation & configuration- Workforce Management- Pre-built Integrations

Contras:

- Agent Scripting needs a rebuild, it's old and hard to work with- Importing new agents is old and hard work with, needs to keep up with the features and functionality- The Salesforce External Routing feature isn't well documented or understood

Excellent contact centre platform

Comentarios: The overall experience with Genesys Cloud CX has been top notch. We were able to go live with 11 plus countries and soon will be live with many more countries. Customer support is very efficient as the turn around time is very less.

Puntos a favor:

As an administrator, I find Genesys Cloud CX easy to use application. It can connect with real time attributes. The capability and scalability of this tool is flawless. Some of the other features that I like includes the call logging, predictive engagement, blind transfers, etc.

Contras:

One of the features which I like the least is it's limitation on a number of segments that can be added for a given license. The configuration flow if a user is live with multiple markets is very complex at times which requires a lot of additional support.

An Honest Review Of Genesys Cloud

Puntos a favor:

Genesys is one of the best platforms I've used as a Call Center Agent. It's spaces are maximized for making sure that accessibility and efficiency is achieved for employers and employees. It is easy to navigate through it and document your calls. It's overall performance is 10/10. Call quality from audio to documentation is reliable. I think it is a revolutionary tool unlike other platforms that are classified as cloud phones it has more monitoring options to make calls go smoothly not just for teammates/agents but also for supervisors.

Contras:

I dont have any requests or suggestions for Genesys since it's really a top tier tool.