Genesys Cloud CX

Avantages

C'est un logiciel de qualité qui transforme l'expérience client en créant des résultats.il est utile dans les entreprises.

Inconvénients

Je ne trouve aucun inconvénient à ce logiciel l'utilisateur peut l'expérimenter.

Avantages

Genesys Cloud provides a live platform where we can take immediate action in a fast-paced environment, which is something we haven't had the ability to do in the previous telephony system we had. And the insights that it provides is invaluable.

Inconvénients

Some metrics can be hard to find, however this space is constantly improving. Also we found calling people internally (both users having Genesys Cloud), means we are not able to retain a recording.

Avantages

Our Contact Center is uniquely complex in that we have hundreds of queues. Genesys has allowed us to better manage those queues in a cost effective manner. We have the tools we need to operate our business successfully, we've realized improvements in workforce management and therefore customer satisfaction since the switch.

Inconvénients

We launched Genesys in 2020, so our experience at setup is likely the exception, we struggled to get the support and education necessary to fully realize the benefits of this powerful software. It set us behind and we've been playing catch up to update and restructure.

Avantages

Fast and easy to implement. Lots of functionality and great APIs to integrate with almost anything.

Inconvénients

Pricing is high. You must do a Business Case to evaluate ROI and TCO.

Avantages

What I like most about Genesys is the features.

Inconvénients

What I do not like is how you have to go into starting a conversation to pull up a customer's profile to edit their contacts information there should be an easier way to do that.

Avantages

Modern features and omnicentre. Frequent patch updates.

Inconvénients

Lacks sophisticated outbound dialling. We require reverse priority so newest contact is highest priority but the system struggles with this.

Avantages

The alignment of multiple communication channels makes managing our call center staff and monitoring customer interactions easily manageable in real time.

Inconvénients

The chat product is very rigid and not easily adapted to different business needs.

Avantages

UI, Reporting, IVR capabilities, Compliance

Inconvénients

Work force engagement and Management Solutions

Avantages

It's relatively easy to provision the system once Genesys sets it up. You can have a basic system up and running pretty quick. This is especially true if you use the voice service or a service that is easy to integrate.

Inconvénients

Genesys support lacks in almost all aspects. It is frustrating and difficult to get answers at times.

Avantages

Nothing, phones rely on internet and are problematic from the start.

Inconvénients

They are very unreliable. Vendor is at our site weekly, issues never get resolved.

Avantages

we use Genesys cloud to interact with customers via calls and emails and its so far the best

Inconvénients

Sometimes it takes some extra time to load files from customers

Avantages

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

Inconvénients

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

Alternatives envisagées 

Amazon Connect

Pourquoi choisir Genesys Cloud CX 

Needed to move to the cloud instead on-prem to a system with more features and avoid upgrades every so often

Pourquoi passer à Genesys Cloud CX

features, ease of build and support.

Avantages

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

Inconvénients

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

Avantages

We love that the Genesys system provides us with a single system for all our customer interactions. We can handle inbound and outbound calls, chats, emails, and SMS. In addition, all the call recordings and call evaluations are in the same system (or will be when we are done rolling it out).

Inconvénients

I think Genesys has some work to do on enhancing the sorting and filtering capabilities with the various views. I also think there are some issues to work through on the workforce management side, like being able to see a forecasted service level without publishing schedules, or having time off buckets to name a few.

Avantages

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

Inconvénients

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.

Alternatives envisagées 

Microsoft Teams et Cisco Jabber

Pourquoi choisir Genesys Cloud CX 

The historical system was clunky, unreliable with a very sub-par support channel. This was culminated with the system owners choice of decommissioning the telephony platform we had used with them shortly after our contractual obligations had ended.

Pourquoi passer à Genesys Cloud CX

The cost benefit analysis and uptime SLAs could not be matched against any of the other products at hand.

Avantages

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

Inconvénients

Integrations with other legacy products have been an inconvinience.

Alternatives envisagées 

AWS CloudFormation

Pourquoi choisir Genesys Cloud CX 

-Technical evolution -Overall cost -Strong user community -Product functionality and performance

Pourquoi passer à Genesys Cloud CX

Integration performance. Drive innovation Reduce time to market Cost management

Avantages

What I like most about the genesys cloud is that it's very friendly to use because it doesn't require alot of training and it is easy to navigate through the app

Inconvénients

What i like least about the genesys cloud is the fact that it freezes some times and it some times takes long to run commands with a time lag of like 10 seconds

Avantages

The new drag and drop feature was a welcomed addition, this allows quick & easy updated for singular exceptions.

Inconvénients

Lack of features from previous versions. These range from being unable to add multiple exceptions into a full schedule for all agents selected to not having a meeting scheduler built in, in a contact centre of more than 5000 agents & having to manually add individual exceptions to be spread out across a week is a tiring task.

Avantages

It is easy to set up an IVR using Architect. User creation is simple and bulk imports are available. You can separate areas of your organization using Divisions which is beneficial. If you utilize Genesys Cloud Voice as your carrier, setting up and provisioning phones is simple. Also, this is a cloud based application, they are always updating it. Genesys has an ideas page, where you can submit changes you would like to see to the application and vote on other changes that have been suggested.

Inconvénients

The reporting when it comes to segments of the calls and where they are transferred to could be better. It is difficult to determine where calls are going. The system does not currently record calls between users. We have several scenarios where an agent calls for assistance that we would like to be recorded.

Avantages

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.

Inconvénients

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

Avantages

Genesys Cloud CX has it all. Never do I have to wonder about integrations, added costs, or extra training when Genesys has all the features that a contact center of any size has all built into a single, web-based product with super reliability and ease of use unmatched in the market.

Inconvénients

While WFM has come a long way, there are still features that Genesys needs to add and is working on those. Also, reporting needs more visualization and trending data.

Avantages

The software was easy to configure, but powerful enough to handle significant customization for our groups. Interface is intuitive for our agents, and the features for call routing have allowed us to streamline the call-handling process. We have a half-dozen different teams using the platform, and each has unique features to meet their needs.

As an administrator, changes can be made quickly to almost any aspect of the configuration allowing me to rapidly respond to any requests. The interface to make changes is entirely web-based, so only an internet connection is needed to do so.

Further, having a cloud-based service has allowed us to quickly respond to service outages of our internet and phone systems. Situations that might have otherwise stopped operations entirely now require only a brief outage before agents can begin working again in a new location or with new devices.

The provided API is flexible and powerful, which has allowed for further automation and functionality to be built in.

Inconvénients

Supervisor and administrator interfaces are not as well designed as the agent experience. Simple and common tasks are often inconvenient, or difficult to find.

Reporting capabilities are sufficient but inflexible. A relatively small number of out-of-box reports are available, and there are some key measures missing from those provided. Access of the raw data through the API allows more flexibility, but with significant additional work.

External chat (customer to agent) is currently poor, with a very basic and limited experience. The internal chat is much more feature-rich, but is only used between system users.

Support response is quick for Tier 1, but complex issues requiring escalation can be slow to be resolved, this is partially helped by the availability of a priority line for emergencies.

Avantages

What I like the most with this software is that it is a contact center technology that is readily available in the cloud. Agents, Supervisors, Admins or any user can access the software anytime anywhere.

Inconvénients

There are still some features that are available in other platforms but still not available in Genesys. Some of these are:
1. Play Agent Greeting
2. Multiple Wrap up codes
3. Multi - tier wrap up codes

Avantages

Powerfull Platform and the most important you can add many features from the appfoundry in order to incorporate any kind of service or technology and offer the best customer service.
Easy to integrate to our CRM, Web pages.
The Genesys Team help us to enhance the functionalities that we want implement in our company.
Time to implement was very short 6 months.

Inconvénients

We have problems with the integration with our SAP, because the version wasn't compatible with the solution.

Avantages

The user friendly layout, and easy to navigate dashboard, makes for an easy user experience and very easy to train and assist when questions arise.

Inconvénients

Salesforce integration is not the most intuitive.

Avantages

Genesys Cloud allows our staff to make and receive calls from anywhere. The call quality is great and with the WebRTC , we just need a web browser to be online and available for our customers. The interface is easy to use and there are several reports templates to provide historical information for the interactions, performance, queues, etc.

Inconvénients

Genesys Cloud could provide an option to allow users to send the reports by email and also I would like to have more tools for troubleshooting interactions.

Avantages

As a Workforce Management Analyst, Genesys CX has been a solid tool for managing our team. The AI-driven forecasting is generally accurate, helping us keep staffing balanced. Scheduling is efficient, with automation and self-service options that save us a lot of time. The reporting and analytics provide valuable insights into team performance, making it easier to communicate metrics to management. While the platform has a learning curve and could improve on integrations, overall, Genesys CX is a reliable choice for streamlining workforce management.

Inconvénients

What I like least about Genesys CX is its learning curve and the complexity of customization. While it offers powerful tools, setting everything up initially can be overwhelming, especially for new users. Also, the platform’s integration capabilities could be more flexible—it’s strong with popular CRMs, but we occasionally hit limitations when working with more specialized tools.

Avantages

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.

Inconvénients

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

Alternatives envisagées 

3CX

Pourquoi passer à Genesys Cloud CX

Por la facilidad de implementación y cubría la necesidad de trabajo remoto durante pandemia

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

Genesys Cloud CX has nothing compromising in matters customer help.

Avantages

easy to adaptacion for contaccenter agents

Inconvénients

some limitations in the chatbot, functionality continues to grow

Alternatives envisagées 

Salesforce Sales Cloud et Zendesk Suite

Avantages

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

Inconvénients

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

Avantages

The program itself is accurate for the most part

Inconvénients

times out and difficult to initially use

Avantages

Forecasting capabilities. Robust reporting system.

Inconvénients

Isolated applications. Clunky interface. Not user friendly.

Avantages

Genesys cloud cx has been an invaluable asset to our company as the industry's leading cloud contact center platform. The fact that it may be easily modified to meet your specific needs is another plus. It's constantly up-to-date, and it takes very little time and work to put into deployment. I'm satisfied with its overall performance, and I must say that it's unusual to come across such a fantastic, bug-free, and straightforward platform.

Inconvénients

We finally found a means to communicate without breaking the bank with Genesys cloud cx. It's something I'd suggest for companies of any size.

Avantages

User friendly interface (intuitive and easy to use). Implementation was not difficult. More indicators available (than previous solution we were using). Overall, it is a very powerful platform for omni-channel.

Inconvénients

Reporting is below expectations, especially for quality monitoring. The backlog for new developments is continuously delayed.

Avantages

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.

Inconvénients

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

Avantages

A powerful live chat too to integrate with your sites so your customer can get quick support

Inconvénients

Difficult to integrate on to your site, documentation was lacking for us

Avantages

Lots of contact center functionality. User friendly interface.

Inconvénients

Slow responses from support on open tickets.

Avantages

Genesys Cloud CX surprises you with its ease of use and user-friendly interface. It has available real-time performance Dashboards based on the indicators that your Contact Center manages. In addition, it has the ability to store historical information that allows you to measure the evolution of your indicators and compare them with past periods.

Inconvénients

I recommend defining which market segment and which service channels your Contact Center will manage, because the cost of the system is a factor to take into account, if your Contact Center is small or is in the process of growth, I recommend using Genesys with a lower cost plan.

Avantages

How easy it is to transfer calls amongst other colleagues. I also appreciate using the dial on screen.

Inconvénients

It feels a little overwhelming as a new user.

Avantages

I was able to use the functions all in all

Inconvénients

Features and functions can improve for call operators and admin users

Avantages

The IVR and virtual contact center routing capabilities along with Virtual hold callback solution and the outbound dialer campaigns is what we are actively using that our contact center receives a benefit from along with API connections to our host system for self service automation enabling our workforce to concentrate on handling exception versus normal contact requests.

Inconvénients

speech recognition for banking industry can be improved upon.

Avantages

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

Inconvénients

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.

Avantages

Fácil de usar, muito simpres de entender e rápida

Inconvénients

Não tem o que falar A Genesys é perfeita

Avantages

very good software to meet my specific needs which also updates regularly including its deployment which takes little time and work

Inconvénients

all I can fault about this software is its high cost for small businesses

Avantages

The ease of use and simplicity of the user interfaces is a BIG point for me. We run a busy call center and being able to deploy and train new features quickly was very important. Genesys CX allowed us to do just that.

Inconvénients

The biggest complaint I have had was the lack of integration with HR systems BUT that is now ready or almost ready to be deployed. I would also like to see more feature enhancements like the tracking absenteeism.

Avantages

é fácil de se utilizar, facilita ao atendimento ao cliente

Inconvénients

não penso em nada que venha a ser melhorado