Über Genesys Cloud CX

Genesys Cloud CX creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Designed to provide exceptional experiences for your customers and employees, it deploys quickly, is intuitive to use, and continuously innovates with upgrades each week. Genesys Cloud CX simplifies how you connect with customers by providing all the context you need to deliver more personalized experiences. The all-in-one application empowers your teams with an easy-to-use tool to boost performance. Real-time dashboards and up-to-the-second analytics provide the insights you need to run your business—no matter where your agents are located or which channels they handle. Build stronger relationships with your customers by employing the latest innovations in AI, digital channels, voice, and workforce engagement — and transform your contact center into an experience center.
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Genesys Cloud CX Video
Genesys Cloud CX Software - 1 - Vorschau
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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
4,0
Funktionalität
4,1
Bedienkomfort
4,3
Kundenbetreuung
3,9
5 von 147 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.

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.
Verifizierter Rezensent
  • Branche: Automotive
  • Unternehmensgröße: 51-200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionen
2
Bedienkomfort
2
Kundenbetreuung
3

3
Bewertet am 5.9.2018

Not a Big Fan

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.

Vorteile

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.

Nachteile

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.

Antwort von Genesys

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

Beantwortet am 6.9.2018
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.

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

4
Bewertet am 29.4.2020

Genesys Pure Cloud

Vorteile

It is easy to use this product it is like a rock

Nachteile

Price policies are not flexible and scalable.

In Betracht gezogene Alternativen

Avaya OneCloud UCaaS

Gründe für den Wechsel zu Genesys Cloud CX

We use also genesys onprime we have also know how about the genesys.

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