Genesys Cloud CX

Avantages

Genesys Cloud CX offers seamless integration across multiple channels, including voice, email, chat, social media, and SMS.

Inconvénients

Genesys Cloud CX is a comprehensive platform with various features and functionalities, which may require some time for users to fully understand and utilize.

Alternatives envisagées 

Salesforce Service Cloud

Avantages

Provides a user-friendly interface that makes it easy to navigate and manage customer interactions and offers a variety of integrations with third-party applications, such as CRM and workforce management software, which can help improve efficiency and streamline workflows.

Inconvénients

May require significant customization to fit specific business needs, which can be time-consuming and costly and can be challenging to manage large volumes of customer data and interactions, particularly without proper training or expertise.

Avantages

Facilidade de uso, diversos recursos disponíveis, integrações, APIs necessárias.

Inconvénients

Algumas funcionalidades a respeito de whatsapp e chat que são necessárias

Avantages

Su facilidad de uso y manejo tanto de usuarios como supervisión

Inconvénients

Por el momento es el software no tengo quejas

Avantages

what I like about Genesys Cloud CX is newer updates are automatically updated for you in the Cloud version.

Inconvénients

There are features that need to be automated and needs improvement.

Avantages

This system have massive potential for customization and reasonable API coverage.

Inconvénients

The post sale support is not the best, we often need struggle to bring Engineers up to speed before they can troubleshoot issues.

Alternatives envisagées 

Five9, Cisco Jabber et Twilio

Pourquoi choisir Genesys Cloud CX 

Avaya is a technological dead end.

Pourquoi passer à Genesys Cloud CX

Genesys offered the whole package with as few moving parts as possible.

Avantages

Very easy to use, master of unified communications. Easy to deploy and helps improve sales, provide better customer experience and track agent performance & share feedback with the team

Inconvénients

It's one of the most popular solutions for customer experience, so it's expensive.

Avantages

Ease of use, innovation speed, true omnichannel suite

Inconvénients

Operational support is terrible, Professional Services tries to fit you into their mold for how to implement

Alternatives envisagées 

Twilio Flex

Pourquoi passer à Genesys Cloud CX

Ease of use, innovation speed, true omnichannel suite, industry experience

Avantages

The application is much easier to administer, manage call flows, and expand to other lines of business. We really enjoy the the Ideas Lab/Community, which allows us to recommend and promote/upvote new features/functionality. The Beta Community has been equally as fantastic given it provides us an opportunity to test drive new features before GA.

Inconvénients

As with any product, there are some lacking features/functionality, but the roadmap seems promising. We still struggle a bit with the Support process, and would suggest more live hands-on troubleshooting upfront rather than relying solely on uploading log files and videos of the replicated issue.

Avantages

It is very easy to find my way around, make quick changes on the fly and administer from anywhere in the world. The amount of new features coming out weekly was also a huge selling point for us and watching the system grow and evolve has been fantastic.

Inconvénients

I would like a few more fine-grained features such as being able to customize the hold experience per flow and being able to take some of the global features and making them IVR/queue based due to requirements of different brands that I manage.

Avantages

The fact that we could move all of our telephony (agents and non-agents) off of an on-premise solution and to the cloud in a very fast period of time was tremendous. The ability to shift all of the support out of IT and into the business has allowed us to optimize our customer's experience in a very agile manner. The buildout of each of the channels has been slow for us due to internal reasons, but we have many capabilities that we never had before moving to Genesys Cloud.

Inconvénients

WEM and reporting are not ideal in Genesys Cloud. Genesys has continued to invest and enhance in these areas, but they have a way to go.

Pure Voice and how calls get routed through our virtual edges causes some issues from time to time. We rely on Genesys to help us dive into those issues so that we can understand what causes them and learn to optimize our processes to avoid them in the future. Going through some pains here has taught us a lot but the issues themselves aren't ideal.

There have been some data lags when we have tried to access our data through the UI or APIs. This happens more frequently than we would hope for and causes some issues with managing our agents/call centers.

Avantages

Hands down - ease of training new agents and getting them up and running is my number one. Also, I have transitioned from 3 separate systems for Outbound, Email/Chat and IVR and now all of my agents are in 1 system AND can communicate with each other! We have a much more customer-centric experience for our customers with better flow and getting them to the person who can help them the most without asking them to call back a different number. We are also able to house all supporting documents within the software - so we have cleared cubicles (which, let's be honest, are already small to begin with) of training binders, updates, FAQs, scripts and other resources. We were also able to move to USB headsets, further saving monthly land line expenses as well as improving sound quality for both the agents and our customers. Ease of scalability is one of the reasons we went with PureCloud as we were maxing out and having a difficult time going up/down in seats and be agile about it previously easy to add, difficult to remove. I find the Resource Center helpful and I am able to add or change things within PureCloud through the step-by-step directives. I also really like that there are improvements being made daily to PureCloud (weekly release notes) and it shows the proactive stance that Genesys takes with the product and not waiting to make annual overhauls to the product.

Inconvénients

I would have to say my greatest pain point is reporting. Canned reporting within PureCloud is limited and there have been minimal modifications made here. The data is available through the API but without having that resource internally, I rely heavily on running my own data for the operation from contact center stats to generating information for invoicing clients that we provide 3rd party contact center services for. This is a sticking point for me. Additionally, the script writer is a bit cumbersome - improvements are coming on this one, but at this point I don't load a full script, I only screen pop information regarding the account because it is difficult to build and have it make sense for what I need it for. Biggest issue? Everything is plain text so all my bold, colorized, hyperlinked etc. all disabled.

Avantages

Liked most the simplicity of use and integration.

Inconvénients

Relatively slow delivery of solutions to main painpoints reported by business via idea portal.

Avantages

Our ability to run our entire phone system in the cloud and connect from any device with an active internet connection kept us in business through the initial pandemic shutdown. Not being tied to a physical location while having such a complete suite of features has been paramount to our success as an organization over the past couple of years.

Inconvénients

I really do enjoy everything about the software including the new feature releases each month.

Avantages

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

Inconvénients

- 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

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

Once you are familiar with the best way to search for calls and how to utilize a call page to get information then the software is easy enough to use. In terms of profile information for agents it works well. I think the Queue activity is a good function of the software and allows me to monitor the status of inbound calls easily enogh.

Inconvénients

I feel like I get inaccurate info with this product. For instance, the duration of calls is never accurate (I mean never). Many times the agent who actually conducts the call does not appear on the list when searching for a call and the timeline can be inaccurate too (not all the time though).

My main issue with Purecloud's system is just how often it crashes. I rely on this system daily in order to monitor my agents and I will sometimes need to quickly jump into a call in order to gather info, only to ve given a message that the call data could nto be loaded. I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.

Avantages

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

Inconvénients

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.

Avantages

The ease of use when building the infrastructure to run all the different brands and departments here at Grove & Dean, the stability of the Platform as we are open 24/7 and have only a small team in support of the system. The ease of use, for the agent with the simple yet full featured agent interface and desktop environment. The roll out of new features or improvement of existing ones, the visionary updates from the Genesys senior team and the ability for the users to influence the shape of the platform through the ideas Lab and the fact that they "LISTEN" to the users. Lastly, which is not really a software benefit, the community of users that are sharing their experiences for the greater good for all.

Inconvénients

The support post "LIVE" - Processes too long, lack of knowledge and experience in the first line support team, no immediacy, solutions not always valid and some of the Self Service referral techniques support attempt to use to justify their solutions.

Avantages

Probablemente mi mejor experiencia ha sido con IVR-Architect

Inconvénients

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

Avantages

Our contact center infrastructure is complex. Genesys Cloud CX integrates with existing legacy applications and is used by agents in several divisions within our organization.

Inconvénients

Chat bot was not easy to develop and deploy as we would like. Also, Genesys Cloud CX out-of-box reporting and dashboard is robust, but reports are limited to a certain number of rows.

Alternatives envisagées 

Five9 et Amazon Connect

Pourquoi choisir Genesys Cloud CX 

We wanted a stable contact center solution that can support agents across the globe with minimal down time and a platform that is scalable to future demands and can be easily maintain.

Pourquoi passer à Genesys Cloud CX

We looked at solutions from Amazon, five9, and Nice. We ultimately went with Genesys Cloud CX because Genesys' product roadmap aligns with our organization's roadmap and can integrate with MS Teams, ServiceNow, and Salesforce CRM. Genesys Cloud CX architecture and interface make it easier for our internal teams to maintain and update before contacting Genesys support for assistance. Additionally, Genesys periodically update Genesys Cloud CX with new releases and enhancements, many of which we are looking to implement once available.

Avantages

Everything inside G Cloud is very user friendly. The features and integrations that are available have helped our organization grow and develop to be more productive and innovative.

Inconvénients

There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail. Specific configurations are not always playing nice with each other.

Alternatives envisagées 

Five9

Pourquoi choisir Genesys Cloud CX 

We needed more multi-channel forms of communication with our clients/members/customers.

Avantages

Easy to implement, easy to use, and user-friendly.

Inconvénients

- Dashboard is missing the flexibility for shorting agent status.
- Historical reports should add more customizable for users.

Avantages

The best about genesys is it's clarity of calls through VoIP. The auto call recording feature helps a lot in auditing the client calls for future references, at the same time all the calls are automatically stored in the cloud, we can download them if required. Good customer support with immediate response.

Inconvénients

The server line is busy sometimes. The DID extensions failed often, so we have to work with new DID frequently.

Avantages

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.

Inconvénients

las caídas de sistema, llamadas cortadas y sin información

Avantages

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.

Inconvénients

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.

Avantages

Pros:
Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank,
We moved to a third part for 1-2 line support service ( Kaptec) to provide a good all around support services.

Inconvénients

Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, but I was not resilient for the first year or so,
The service rap was also very poor, with Genesys SDM not flexible in dealing with major incident and provided root cause of these issues back to the customer, If we want any changes customisation to the product everything was a project and prolong delivery timescales with genesys consultants.
The license model for the agents is quite confusing and the license model for the genesis product is expensive and at time hard to understand

Avantages

Great software that manages multiple communication methods.Also tracking individual performance is much easier and real time performance is a great function as it increased individual performance.

Inconvénients

Log in and log out can me made simpler as compared to Pureconnect.

Avantages

Combined with other solutions, it provides us with PCI Compliance, agent development and evaluations, work-from-anywhere, in-depth call routing via ACD and IVR, in-depth reporting and stats, scalability and resilience.

Inconvénients

More ringtones needed - only one provided and it gets very irritating when in an office.
Email interactions function needs refining.

Avantages

I really like not having to perform maintenance. I also like that there are new features on a weekly basis, the ease of use of the UI, and how just about everything you need is already built into the platform.

Inconvénients

A true mobile app is missing, but is on the roadmap. I also wish there was a built-in way to grab all our reporting data without needing our dev team to build their own solution using the API.

Avantages

Perfect for the call center to receive and cycle through calls, emails, and chats.

Inconvénients

There are glitches and bugs and system issues. Sometimes calls do not come through

Avantages

Seamless integration, great product and feature rich under continual development - all in one place resouce

Inconvénients

Nothing really comes to mind at present, the Dev environment is a little cumbersome

Avantages

The user interface reminds me of Apple software in it's simplicity of design and features. The flow of options is easy for new agents to adopt and creates an inviting environment for customer support. The reporting tools are fantastic and the "live" queue overviews is a nice touch. The ability to make changes, publish, and "go-live" all in one screen streamlines call center operations and improves efficiencies and productivity. The overview of user profiles, showing availability, background. skillset, and more improvise time needed to support customers as we have a birds eye view of where everyone on the organization is.

Inconvénients

I hope in time reporting mechanisms can be changes. When pulling queue specific reports i.e. queue summary for a specific week can become challenging if month end is included in that week; example - if pulling a weekly report for week of November 30, 2017 the end of week is December 3, 2017. The report will not show you summary information for the whole week as it breaks it apart into November and January (by month). This make is a manual process to see weekly service levels, abandon rates, and offered calls amongst any other metrics needed. Also, another area for improvement is real time agent performance - you cannot currently see how long an agent has been sitting in after-call-work. Additionally, the availability to have voicemails auto-routes like calls would be a nice feature.

Avantages

Genesys Cloud Contact Center routing solutions are easy and implement and use for inbound and outbound calls and also for Chat. We are in middle of the migration process and hopefully we will be migrating complete our contact center from Genesys Engage & Avaya to Genesys Cloud CX

Inconvénients

API integrations with other 3rd party solutions

Avantages

As in our Customer Service Center the biggest volume of users are the agents, the ease of use and friendly interface are one of the most important things for us. Learning from the past and systems we used, we have made a good decision to start working in Genesys Cloud. It improved our real-time management which has a huge impact on SLA and agent availability.

Inconvénients

We were aiming to use internal chat functionality within GC but it wasn't adjustable and it didn't fit our company needs due to security risks we found in it. For a huge company like ours, the internal chat isn't the recommended option because you can't filter/categorize people within your organization

Avantages

PureCloud allows fluid communication either across the call center floor, across town, or even across the state or country. It allows multiple utilities that previous software such as Presence did not allow for, such as callback and voicemail functionality, chat features and built in email clients. It becomes a one-stop shop for a call center looking to offer more outreach for customers. Having the ability to work from home, especially in times of crisis, is crucial and this is what PureCloud does best.

Inconvénients

Prone to outages and glitches, though admittedly some of these could be due to network errors within the company. The email client is less than intuitive, and frequently seems to block out valuable attachments, which are important when working in a tech support role.

Avantages

Genesys pure cloud side, we generally use social media integration, which is good to have Twitter and facebook to use it.

Inconvénients

Wish that it also have instagram, YouTube, appstore and googleplay integration features as well rather than providing Professional services.

Avantages

All Good, it very user friendly, some stuff very easy to understand and manage, but at some point you need developer knowledge

Inconvénients

asking other companies wich kind of software they use

Avantages

I think it's easy to use. I appreciate that you can use it via web browser or application. The menu icons make it easy for you to identify the tools you need. The live chat functions while on calls are extremely useful and easy to access.

Inconvénients

Calls often drop for no reason. The time-off tool is clunky - you have to tap through dates and times rather than just enter them manually which can take way too long. The sound quality of calls can be questionable in seasons. The evaluation element.

Avantages

Easy to deploy. Different licensing packages for different size businesses. API's can connect to almost all third party products.Amazing Analytics, Queue Routing, etc.

Inconvénients

Workforce Engagement Management could use some updates which Genesys is actively working on.Surveys could use some updating.True Screen Cloud Recording could use some updating.Mobile Web Messaging could use some updating.

Avantages

The ease of use for our Team Members to use the product has been very beneficial for us. Training our Team with the product is very minimal as they are able to answer calls with a simple click of the button.

Inconvénients

We have been starting our Call Centre for the benefit of our Customers and our Retail Store locations. Due to the shopping patterns of our customers, we are finding the pricing model requiring some attention as we do not have employees working full time. Some of our employees will work 1 day a week and the return on an employee for working such minimal time is difficult to see how the Agent pricing model works for us.

Avantages

The platform is actively updated with new features and fixes, this has allowed us to make constant revisions and refinements to our contact centers flows and scripts. As we've learned more about the platform and new features have been released we've found almost limitless possibilities to reduce handle time and increase the customer experience.

Inconvénients

It's difficult to adjust to working on a platform that is largely troubleshot by the team's that developed the platform vs. having physical devices on site that you can troubleshoot on your own. The biggest issue with this is support can be lacking at times and very tedious to work with.

Avantages

Easy of use and feature availability and modifications

Inconvénients

Long response time from the sales team and project team

Avantages

The application allows you to make clear outbound calls to customers. You can also put on hold a customer or add another participant on the call(conferencing).Customer service agents are able to receive call and emails from customers, this has improved customer service and experience since there issues are attended to in time.

Inconvénients

So far the application service right and nothing negative about it.

Avantages

Contact Center Routing using Architect, Implementation of contact center components and for supervisors it is easy to use to check on agent status, reporting and analytics and recordings, integration from existing Genesys Engage & Avaya to Genesys Cloud is smooth

Inconvénients

API integration, Custom Routing solutions, and Desktop sharing options not available

Avantages

The system is fairly easy to use and it appears to have good security features. The calls are very clear and you have activity history stored in the system. You also have access to voicemail, which can be accessed at any time.

Inconvénients

It is sometimes difficult to understand the menu. For example, I was not sure how to call someone without asking first. I see room for improvement in making this product easier to use.

Avantages

I liked the User Interface and feature search .

Inconvénients

User interface needs to be added with little colors, to look more interesting

Avantages

It is easy to use this product it is like a rock

Inconvénients

Price policies are not flexible and scalable.

Avantages

As a company that makes lots of outbound dials on a daily basis to its clients and prospects, I have found the different calling methods offered to be very beneficial and the call recording software to be useful as well. We are starting to use the speech analytics tool and have been able to already see improvements in call quality.

Inconvénients

I do wish there was a way we could help to improve or teach the speech to text tool common phrases that we use. It has gotten a little better than when we started, but still has trouble identifying common phrases we use in conversations.