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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 a radically easy, all-in-one cloud contact center 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.
Alternatives Considered:
Great Software
Comments: Its been a great experience and business is really happy so far.
Pros:
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
Cons:
WFM and WEM needs little more lift to compete with industry leaders
Perfect for call centers
Comments: 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.
Pros:
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.
Cons:
The call quality and the recording of the calls were sometimes not heard.
Not a Big Fan
Comments: 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.
Pros:
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.
Cons:
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.
Genesys Response
5 years ago
Thank you for sharing your experiences of using PureCloud and I'm sorry you have had some issues. We cannot contact you directly as you have posted anonymously but we really would like to connect to drill down further into the points you have highlighted and see what can be done to improve matters. Please contact me directly at [email protected] (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth
Alternatives Considered:
Pleasantly Satisfied with Genesys Cloud CX
Comments: We have has a positive experience with Genesys from a technical perspective.
Pros:
This system have massive potential for customization and reasonable API coverage.
Cons:
The post sale support is not the best, we often need struggle to bring Engineers up to speed before they can troubleshoot issues.
