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Genesys in the Contact Center
What do you like best about the product?
Ease of use and business support after chnge requests have been implemented.
What do you dislike about the product?
Perhaps there is an opportunity to make the SOW release a tat faster. Though , we understand that such requires layers of approvals.
What problems is the product solving and how is that benefiting you?
Pretty much, all of our analytics and opertaqionsis under Gneesys as it is our primary tool. Genesys will soon be integrated with our CRM and this is our next big step.
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Automation and AI led contact center
What do you like best about the product?
The ability of next gen driven and improving the digital tech scores for the customer care is the critical point.
What do you dislike about the product?
The deployment at scale across the organization is quite important and automation and SOP driven approach could be used to expedite this change.
What problems is the product solving and how is that benefiting you?
The issue of moving away from legacy and getting the change to the entire enterise and having single way of communication with the customers and also improving the digital experience with automation , chat bots and automate tedious tasks with call summarization, forecasting and scheduling.
Genesys customer experience center
What do you like best about the product?
The capability to scale across multiple geographies and chnage the customer experience is the most likable thing about Genesys Cloud CX.
What do you dislike about the product?
Integration across multiple toolset and organization change management
What problems is the product solving and how is that benefiting you?
The customer experience, the automation and the AI/ ML capabilities are the differentiating factor that this gets. The customer experience has improved 10 times and NPS scores have increased a lot.
works well but often crashes when multiple of a particular tab are opened
What do you like best about the product?
I love all the features and ways of finding specific data
What do you dislike about the product?
How it crashes often depending on what tabs are opeened
What problems is the product solving and how is that benefiting you?
helps me find the data i am looking for to better make sense of and explain results
its easy to use and convenient.
What do you like best about the product?
its integration with other toold i.e. Salesforce
What do you dislike about the product?
it doesnt have internal contact list you have to type number to transfer the call
What problems is the product solving and how is that benefiting you?
smooth voip calling
Quality Product
What do you like best about the product?
Functionality
Customizable
Accessible Learning Material
Customizable
Accessible Learning Material
What do you dislike about the product?
We had initial setup challlenges and access.
What problems is the product solving and how is that benefiting you?
Call Quality
Genesys Cloud CX AI Experience
What do you like best about the product?
It's one of the leading AI powewred platforms. Once you intiate the process you can coordinate most of your steps with your customers and employees.
What do you dislike about the product?
reporting while Genesys little reporting, we still need to rely on power customise for reporting in the business. Cost factor!
What problems is the product solving and how is that benefiting you?
Adherance reporting, Reporting issues, log term/sort term forecasting .
Genesys is a one stop shop for omni channel orchestration
What do you like best about the product?
Designing customer service journeys is made seemless with an intuitive interface and robust training/certification program.
What do you dislike about the product?
Support provided by a 3rd party vendor is often lacking and requires multiple requests for follow up information.
What problems is the product solving and how is that benefiting you?
Genesys provides a 360 view of our organization's customer interactions in a single user interface. Genesys solves the problem of a fractured experience for both customers and employees.
Diverse product
What do you like best about the product?
There is a lot of information that you can utilize in your reports, and you can filter out what is necessary for each department, creating different views depending on your needs.
What do you dislike about the product?
The disconnect information is more complicated than it needs to be.
What problems is the product solving and how is that benefiting you?
By using Genesys Cloud, we were able to integrate 2 instances that were separated previously, and now we can transfer clients between them.
Genesys Cloud
What do you like best about the product?
What I like best about Genesys Cloud CX is its ability to seamlessly integrate multiple communication channels, enhance efficiency through AI and automation, provide deep insights through advanced analytics, and offer a user-friendly, scalable, and reliable platform. These features collectively contribute to a superior customer experience and optimized contact center operations.
What do you dislike about the product?
While Genesys Cloud CX is a powerful and versatile contact center solution, its high cost, complex initial setup, steep learning curve, occasional performance issues, limited customization for smaller businesses, and integration challenges are areas where there is potential for improvement. These factors can affect the overall user experience and may require businesses to invest in additional resources and support to fully leverage the platform's capabilities.
What problems is the product solving and how is that benefiting you?
Advanced Analytics and Reporting. The powerful reporting and analytics tools provide deep insights into customer interactions, agent performance, and overall contact center metrics. These insights are invaluable for making data-driven decisions, identifying areas for improvement, and optimizing operations. The ability to generate detailed, customizable reports helps in continuously enhancing the customer experience.
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