Genesys Cloud CX
Conheça o Genesys Cloud CX
La plataforma Genesys PureCloud es la solucin de contact center en la nube "todo en uno" de ltima generacin que le permite gestionar las interacciones omnicanal en un journey consistente e ininterrumpido. D a sus empleados una nica herramienta para manejar todas las comunicaciones de voz, chat, correo electrnico, mensaje de texto y ms. Al tener una interfaz intuitiva, tanto los agentes como los supervisores y administradores de TI la encuentran muy facil de usar.
Quem usa o Genesys Cloud CX?
O PureCloud é para todos! Operações progressivas de TI e central de contato que preferem uma solução de central de contato na nuvem, rápida e completa.
Not sure about Genesys Cloud CX? Compare with a popular alternative
Genesys Cloud CX
Outras ótimas alternativas ao Genesys Cloud CX
Avaliações do Genesys Cloud CX
Matthew
99% Sunny and Hot with the odd occasional downpour
Comentários: The overall experience we have had is a great one with a few niggles I would say to describe the downsides. The main experience moving past the building and testing stage into full BAU was another great experience as the support during the early stages was nothing less than exemplary. The issues that abounded with our previous dialler software supplier have now been remedied by our decision to align our business with the Genesys product Purecloud. We are now investing our time and efforts to implement Pureclouds growing functionality to unify our communications Chat, Email, SMS and Social and integrate these with the voice channel to improve the customer journey everytime they wish to communicate with us.
Vantagens:
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.
Desvantagens:
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.
Murat
Alternativas consideradas:
Genesys Pure Cloud
Vantagens:
It is easy to use this product it is like a rock
Desvantagens:
Price policies are not flexible and scalable.
vijay
Alternativas consideradas:
MYGenesys
Comentários: Overall i liked the call routing features and easy usage to Business as well.
Vantagens:
I liked the User Interface and feature search .
Desvantagens:
User interface needs to be added with little colors, to look more interesting
Avaliador Verificado
Not a Big Fan
Comentários: 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.
Vantagens:
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.
Desvantagens:
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.
Resposta do Genesys
há 5 anos
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
Avaliador Verificado
Best on premise to cloud transformation of contact center application
Comentários: Over 1.6 years of experience in Genesys cloud. Also worked with Amazon connect but the most user-friendly and easy-to-use Genesys is the preferable one.
Vantagens:
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
Desvantagens:
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
