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Genesys Cloud CX
What Is Genesys Cloud CX?
The Genesys Cloud (formerly PureCloud) platform is the next-generation, all-in-one cloud contact centre solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, text message and more. An intuitive interface makes it easy to use, whether you're an agent, supervisor or IT admin. Weekly feature releases ensure you'll exceed customer expectations today and tomorrow.
Who Uses Genesys Cloud CX?
Companies of all sizes looking for an easy, all-in-one cloud contact centre solution.
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Reviews of Genesys Cloud CX
Improving the quality of service provided to customers.
Comments: Our five insurance companies now employ a multichannel marketing strategy that combines inbound and outbound efforts to reach new and existing clients. In order to increase efficiency and boost customer satisfaction, we migrated from a purely voice-based system and a third-party Livechat to one that incorporates chat, SMS, and email. The downtime problems of the previous system were also addressed by Genesys.
Pros:
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.
Cons:
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.
Contact center Migration Experience
Comments: Over migration experience and operation is good, Product is reliable.
Pros:
UI, Reporting, IVR capabilities, Compliance
Cons:
Work force engagement and Management Solutions
A Robust Tool for Modern Businesse
Comments: In short, is a powerful tool that, despite its complexity, can significantly enhance how businesses interact with their customers.
Pros:
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
Cons:
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.
All the reasons to continue to be a leader in Gartner's Magic Quadrant
Comments: We used the solution to consolidate and improve efficiency across channels. we have improved both internal and external stakeholders experiences and we automated quite a few of our flows. The platform is very intuitive to use and powerful but at the same time it is missing some basic features, especially in the area of quality monitoring or reporting on chatbot interactions.
Pros:
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.
Cons:
Reporting is below expectations, especially for quality monitoring. The backlog for new developments is continuously delayed.
Good system for overall use
Comments: Largely positive. We have been disappointed with lack of sophistication for outbound dialling campaigns. Given our previous software could deliver this with ease
Pros:
Modern features and omnicentre. Frequent patch updates.
Cons:
Lacks sophisticated outbound dialling. We require reverse priority so newest contact is highest priority but the system struggles with this.
