Genesys Cloud CX

¡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.

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.

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

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

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

Feature Rich, easy to use Telephony Systemz

Comentarios: Genesys Cloud has been amazing for our company since moving across from PureConnect. In this new "Work from Home" world we live in, it has been a massive contributor and backbone to our strategy and has allowed us to continue operating successfully during the Covid period.

Puntos a favor:

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.

Contras:

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.

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

Not a Big Fan

Comentarios: Overall, my experience with this software is mostly negative and I don't know if I'd recommend it to other companies who are looking for a reliable piece of software they can use everyday.

Puntos a favor:

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.

Contras:

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.

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.

Pleasantly Satisfied with Genesys Cloud CX

Comentarios: We have has a positive experience with Genesys from a technical perspective.

Puntos a favor:

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

Contras:

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

A good product that is getting better

Comentarios: Overall we have been pretty happy with the Genesys Cloud application. When we find things that are lacking, we are able to put in ideas for enhancements and some of those ideas have already been implemented.

Puntos a favor:

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).

Contras:

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.

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

Genesys Pure Cloud

Puntos a favor:

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

Contras:

Price policies are not flexible and scalable.

Contact center Migration Experience

Comentarios: Over migration experience and operation is good, Product is reliable.

Puntos a favor:

UI, Reporting, IVR capabilities, Compliance

Contras:

Work force engagement and Management Solutions

Genesys is a great cloud phone system

Comentarios: My overall experience is a with Genesys has been great. The cloud is the future of landlines.

Puntos a favor:

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.

Contras:

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.

PureCloud is easy to navigate and I appreciate that there are continuous improvements being made.

Comentarios: Ease of connecting all my agents and the ability to easily move agents as needs changed. Adding customers quickly and being able to provide dedicated, specific customer service for their customers. Also, being able to have control of changing messages. In my previous software I was supposed to provide 24 hours notice if I wanted the inclement weather message played because we needed to close - we are in Wisconsin - we don't really decide to just close 24 hours in advance, we wait and see if it is really necessary and then proceed. Having that ability to change with changing/time sensitive situations also extremely helpful.

Puntos a favor:

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.

Contras:

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.

Happily Migrating From Genesys PureConnect To Genesys Cloud

Comentarios: As the Ascension Technologies contact center standard, Genesys Cloud equips Ascension with an industry-leading, flexible, reliable all-in-one omnichannel contact center and communications solution. Our Genesys application has been positioned to provide our lines of business with full interaction (call/callback/voicemail/email/chat/SMS) queuing, self-service, & recording capabilities, as well as automated outbound dialing, CRM/EHR/EMR integration, workforce management/engagement tools, end-to-end reporting/analytics, and 24x7 technical support & consulting. By unifying communications & data availability across Ascension, we are reducing complexity, simplifying administration, improving efficiency, and reducing total cost of ownership--all without disrupting existing systems. This has proven key to delivering a consistent associate/patient experience for our users.

Puntos a favor:

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.

Contras:

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.

The Purecloud platform has assisted us in revolutionizing the way we do business.

Puntos a favor:

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.

Contras:

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.

Can help businesses optimize customer service and improve customer satisfaction

Puntos a favor:

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.

Contras:

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.

Genesys Review

Comentarios: When you compare the other Contact Center social media tools, I'm pretty sure that genesys did well on this. Previous versiyona has some issues and diffuculties while integration you should be a pro. But now they're making the stuff more eaiser which pretty Fast comparing the past.

Puntos a favor:

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

Contras:

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

Genesys Cloud

Puntos a favor:

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.

Contras:

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.

Product Review || Genesys cloud

Comentarios: So , as told i like most of the features and functions of different components. Mine overall experience pretty good and i have learnt lot of new things in this platform, so its really helping me to grow in my career in technical front.

Puntos a favor:

Genesys Purecloud or Cloud is very versatile contact center product for any size of organisation. I like most of the features of this product out o that most is architect part, its really very easy and flexible for any new requirement.

Contras:

As such i don't have any point to describe but one thing i am facing now a days after every maintenance window, lots of bugs we have seen, again its takes couple of hours to rectify. I thing we can do better for any maintenance window or update window further.

An Honest Review...

Comentarios: I have loved using the product and working with the professional services team. I will say support is a little slower than I would like but I am go getter and work faster than most. Patience is not my best quality :)

Puntos a favor:

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.

Contras:

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.

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.

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.