Über Genesys Cloud CX

Genesys Cloud CX™ cloud contact center software transforms your customer experience. It connects data across teams, tools, interactions so you have actionable insights to address customers problems with ease on any channel, at any moment, beyond just the call center. Genesys Cloud CX is trusted by thousands of small, medium and large enterprises and recognized as an industry leader across the globe. With pervasive automation, you can take the right action at the right time to create the best outcome. Give your employees the information they need in one application built to engage your employees and boost your team’s performance and is intuitive to use. Use Genesys Cloud CX™ as an all-in-one application, easily add hundreds of packaged integrations, or customize the platform and make it your own. It deploys in days and continually innovates with upgrades each week. With real-time dashboards and up-to-the-second analytics, Genesys Cloud CX™ provides the insights you need to run your business—no matter where your agents are located.
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Genesys Cloud CX Video
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Genesys Cloud CX Preis

Genesys Cloud CX bietet keine Gratisversion, aber eine kostenlose Testversion. Die kostenpflichtige Version von Genesys Cloud CX ist ab 75,00 $/Monat verfügbar.

Startpreis:
75,00 $/Monat
Kostenlose Version:
Nein
Kostenlose Testversion:
Ja

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Genesys Cloud CX Erfahrungen

Funktionsbewertung

Preis-Leistungs-Verhältnis
4,1
Funktionalität
4,1
Bedienkomfort
4,3
Kundenbetreuung
3,9
5 von 156 Bewertungen Alle Bewertungen anzeigen
Matthew
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 51-200 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionen
5
Bedienkomfort
5
Kundenbetreuung
3

5
Bewertet am 15.11.2018

99% Sunny and Hot with the odd occasional downpour

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.

Vorteile

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.

Nachteile

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.

Osman
  • Branche: Bankwesen
  • Unternehmensgröße: 5.001-10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionen
5
Bedienkomfort
5
Kundenbetreuung
5

4
Bewertet am 11.7.2022

¡Una plataforma orientada a la experiencia!

Excelente plataforma. Flexible, permite movilidad y adaptabilidad a las necesidades de una organización.

Vorteile

Probablemente mi mejor experiencia ha sido con IVR-Architect

Nachteile

Compartir pantalla, ya que únicamente la experimentamos en video llamada.

Hao
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 1.001-5.000 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionen
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 1.10.2022

Genesys Cloud CX Does Not Disappoint!

Vorteile

Our contact center infrastructure is complex. Genesys Cloud CX integrates with existing legacy applications and is used by agents in several divisions within our organization.

Nachteile

Chat bot was not easy to develop and deploy as we would like. Also, Genesys Cloud CX out-of-box reporting and dashboard is robust, but reports are limited to a certain number of rows.

In Betracht gezogene Alternativen

NICE CXone, Five9 und Amazon Connect

Warum Genesys Cloud CX gewählt wurde

We wanted a stable contact center solution that can support agents across the globe with minimal down time and a platform that is scalable to future demands and can be easily maintain.

Gründe für den Wechsel zu Genesys Cloud CX

We looked at solutions from Amazon, five9, and Nice. We ultimately went with Genesys Cloud CX because Genesys' product roadmap aligns with our organization's roadmap and can integrate with MS Teams, ServiceNow, and Salesforce CRM. Genesys Cloud CX architecture and interface make it easier for our internal teams to maintain and update before contacting Genesys support for assistance. Additionally, Genesys periodically update Genesys Cloud CX with new releases and enhancements, many of which we are looking to implement once available.
Brian
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 2-10 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionen
2
Bedienkomfort
2
Kundenbetreuung
0

3
Bewertet am 28.10.2022

unpredictable

have used it for over a year within that year multiple times it went down and sometimes took a whole work day to come back up

Vorteile

then ease of use for the average agent to operate

Nachteile

The malfunctions and the length of time for recovery afterwards

Terry
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 51-200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionen
4
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 27.8.2022

Breath of fresh air vs historical telephony systems

The software uptime is an industry leader, with no consistent downtime problems since starting with the service. Which is worlds away from our previous experiences with downtime being seen at least once a month with a large agent / customer detriment because of this.

Vorteile

Ease of use. The GUI is clear and concise on both and agent and Administrator level.

Nachteile

The workforce management side of the software still requires a lot of work. There is too many interweaving layers to be able to produce an easy to use schedule for our agents.

In Betracht gezogene Alternativen

8x8 X Series, Microsoft Teams und Cisco Jabber

Warum Genesys Cloud CX gewählt wurde

The historical system was clunky, unreliable with a very sub-par support channel. This was culminated with the system owners choice of decommissioning the telephony platform we had used with them shortly after our contractual obligations had ended.

Gründe für den Wechsel zu Genesys Cloud CX

The cost benefit analysis and uptime SLAs could not be matched against any of the other products at hand.

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