Opiniones de Genesys Cloud CX

¡Una plataforma orientada a la experiencia!

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

Puntos a favor:

Probablemente mi mejor experiencia ha sido con IVR-Architect

Puntos en contra:

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

Gestion rapida

Comentarios: no es de los peores que he ocupado pero tampoco es una maravilla

Puntos a favor:

La facilidad en la que se implementa y la función que cumple van acorde a la necesidad del trabajo efectuado. posee varias funciones aparte de generar llamadas, sirve como chat con su collaborate donde permite comunicarse entre el equipo de trabajo para así tener una comunicación fluida estes donde estes. además de gestionar horarios y turnos de cada ejecutivo.

Puntos en contra:

las caídas de sistema, llamadas cortadas y sin información

comentarios positivos

Comentarios: excelente sistema de trabajo

Puntos a favor:

facilidad de uso, todas las herramientas muy completas

Puntos en contra:

de momento nada, todo lo que nos ofrecen esta completo

"Best cloud solution tool"

Comentarios: I have very good experience with this awsome platform. I'm totally satisfied with this.

Puntos a favor:

Simple interface. Easy for all users on phone. It can be attach with others easily. This is very user-friendly . This comes with new feature regularly.

Puntos en contra:

Good for solving all cloud problem in no time.

Great Journeys begin at Home.

Comentarios: Customer experience is improved and and marketing is working better.

Puntos a favor:

Remediating our on premise legacy aging PBX & Call recording suites of applications and hardware.

Puntos en contra:

Some of the integration points were weaker and more difficult than the Genesys Connect solution, as GC was getting up to speed 2 years ago.

Best on premise to cloud transformation of contact center application

Comentarios: 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.

Puntos a favor:

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

Puntos en contra:

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

Not a Big Fan

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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 Cloud CX Does Not Disappoint!

Puntos a favor:

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.

Puntos en contra:

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.

Outbound Call Center Admin

Puntos a favor:

As a company that makes lots of outbound dials on a daily basis to its clients and prospects, I have found the different calling methods offered to be very beneficial and the call recording software to be useful as well. We are starting to use the speech analytics tool and have been able to already see improvements in call quality.

Puntos en contra:

I do wish there was a way we could help to improve or teach the speech to text tool common phrases that we use. It has gotten a little better than when we started, but still has trouble identifying common phrases we use in conversations.

Next gen Cotact center solution

Comentarios: Its a very good product, reduce the chain technology compounds and very easy to use

Puntos a favor:

Its very easy to deploy, with a high quality technology, understand the business requeirements, and its all in one solution.

Puntos en contra:

A better call recording its required, like a dedicated system (NICE, Verint, RedBox).

Good Product but Longer response from Support Team

Comentarios: Experience with the application was good

Puntos a favor:

Easy of use and feature availability and modifications

Puntos en contra:

Long response time from the sales team and project team

Genesys

Puntos a favor:

Perfect for the call center to receive and cycle through calls, emails, and chats.

Puntos en contra:

There are glitches and bugs and system issues. Sometimes calls do not come through

unpredictable

Comentarios: 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

Puntos a favor:

then ease of use for the average agent to operate

Puntos en contra:

The malfunctions and the length of time for recovery afterwards

A Cloud like no other

Comentarios: The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for. We have lots of potential and it's just a matter of taking advantage of the aspects that make sense for our business.

Puntos a favor:

I really like not having to perform maintenance. I also like that there are new features on a weekly basis, the ease of use of the UI, and how just about everything you need is already built into the platform.

Puntos en contra:

A true mobile app is missing, but is on the roadmap. I also wish there was a built-in way to grab all our reporting data without needing our dev team to build their own solution using the API.

PureCloud is easy to navigate and I appreciate that there are continuous improvements being made.

Comentarios: Ease of connecting all my agents and the ability to easily move agents as needs changed. Adding customers quickly and being able to provide dedicated, specific customer service for their customers. Also, being able to have control of changing messages. In my previous software I was supposed to provide 24 hours notice if I wanted the inclement weather message played because we needed to close - we are in Wisconsin - we don't really decide to just close 24 hours in advance, we wait and see if it is really necessary and then proceed. Having that ability to change with changing/time sensitive situations also extremely helpful.

Puntos a favor:

Hands down - ease of training new agents and getting them up and running is my number one. Also, I have transitioned from 3 separate systems for Outbound, Email/Chat and IVR and now all of my agents are in 1 system AND can communicate with each other! We have a much more customer-centric experience for our customers with better flow and getting them to the person who can help them the most without asking them to call back a different number. We are also able to house all supporting documents within the software - so we have cleared cubicles (which, let's be honest, are already small to begin with) of training binders, updates, FAQs, scripts and other resources. We were also able to move to USB headsets, further saving monthly land line expenses as well as improving sound quality for both the agents and our customers. Ease of scalability is one of the reasons we went with PureCloud as we were maxing out and having a difficult time going up/down in seats and be agile about it previously easy to add, difficult to remove. I find the Resource Center helpful and I am able to add or change things within PureCloud through the step-by-step directives. I also really like that there are improvements being made daily to PureCloud (weekly release notes) and it shows the proactive stance that Genesys takes with the product and not waiting to make annual overhauls to the product.

Puntos en contra:

I would have to say my greatest pain point is reporting. Canned reporting within PureCloud is limited and there have been minimal modifications made here. The data is available through the API but without having that resource internally, I rely heavily on running my own data for the operation from contact center stats to generating information for invoicing clients that we provide 3rd party contact center services for. This is a sticking point for me. Additionally, the script writer is a bit cumbersome - improvements are coming on this one, but at this point I don't load a full script, I only screen pop information regarding the account because it is difficult to build and have it make sense for what I need it for. Biggest issue? Everything is plain text so all my bold, colorized, hyperlinked etc. all disabled.

The Purecloud platform has assisted us in revolutionizing the way we do business.

Puntos a favor:

The user interface reminds me of Apple software in it's simplicity of design and features. The flow of options is easy for new agents to adopt and creates an inviting environment for customer support. The reporting tools are fantastic and the "live" queue overviews is a nice touch. The ability to make changes, publish, and "go-live" all in one screen streamlines call center operations and improves efficiencies and productivity. The overview of user profiles, showing availability, background. skillset, and more improvise time needed to support customers as we have a birds eye view of where everyone on the organization is.

Puntos en contra:

I hope in time reporting mechanisms can be changes. When pulling queue specific reports i.e. queue summary for a specific week can become challenging if month end is included in that week; example - if pulling a weekly report for week of November 30, 2017 the end of week is December 3, 2017. The report will not show you summary information for the whole week as it breaks it apart into November and January (by month). This make is a manual process to see weekly service levels, abandon rates, and offered calls amongst any other metrics needed. Also, another area for improvement is real time agent performance - you cannot currently see how long an agent has been sitting in after-call-work. Additionally, the availability to have voicemails auto-routes like calls would be a nice feature.

Genesys service & product review

Comentarios: Its providing and outsourced to the bank which we can rollout new call centre very quickly

Puntos a favor:

Pros: Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, We moved to a third part for 1-2 line support service ( Kaptec) to provide a good all around support services.

Puntos en contra:

Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, but I was not resilient for the first year or so, The service rap was also very poor, with Genesys SDM not flexible in dealing with major incident and provided root cause of these issues back to the customer, If we want any changes customisation to the product everything was a project and prolong delivery timescales with genesys consultants. The license model for the agents is quite confusing and the license model for the genesis product is expensive and at time hard to understand

PureCloud - Great for OmniChannel, but not Voice

Comentarios: It is an overall great new system, in which I know in time will only get better! Even though Spoken IVR is not available right now, I know it will be in the future. Once it is in place, the PureCloud will be impossible to beat!

Puntos a favor:

Genesys PureCloud offers some great ways to streamline and modernize your Call Center and its performance. The ability to supply your customers with multiple contact channels (email, chat, text, voice) is a huge benefit to the customer, along with opening new revenue paths (whether it be Customer Satisfaction or new Sales Opportunities) for your company. To have all this without having to have an on premise environment is amazing!

Puntos en contra:

Unfortunately, there is one major hurdle when it comes to Genesys PureCloud. If a customer is using a voice channel to reach your call center, there are some limitations. Currently, PureCloud does not allow for Spoken IVR. So, if your company has one main phone line that houses all the support for all the products and services it offers, the customer can't just speak the word or phrase that best describes the services they need and get routed to the right agent/department. The only option for the customer is to go through a list of options in a phone menu and wait until it offers the option they need and press the corresponding number. For our company, that would mean 50-100 different menu items! If this is a must, then PureEngage is the way to go!

GENESYS CLOUD WITH HEINEKEN MEXICO

Comentarios: We want offer to our clients the best services in Customer Service, Pickup Sales Orders, Surveys, IVR, SMS, IPA Tool, ACD Tool, and incorporate new digital tools: Speech analytics, WFM, Voice Bots, Whats app and the like.

Puntos a favor:

Powerfull Platform and the most important you can add many features from the appfoundry in order to incorporate any kind of service or technology and offer the best customer service. Easy to integrate to our CRM, Web pages. The Genesys Team help us to enhance the functionalities that we want implement in our company. Time to implement was very short 6 months.

Puntos en contra:

We have problems with the integration with our SAP, because the version wasn't compatible with the solution.

Genesys Cloud delivers enterprise level technology for a team of 2,000 global agents.

Comentarios: Genesys Cloud is an amazing product and company. We decided to migrate to them in August of 2019. The implementation and ongoing support from Genesys has been nothing buy amazing. They provided dedicated personalized support during our roll out/go live and have continuing to support us through our ongoing business as usual operations ever since.

Puntos a favor:

We implemented Genesys to solve for the following areas: Social Bridge for Digital Support: new digital channels Internal Communication tool: replacing Skype Integrated WFO suite: Speech Analytics and QA Scorecards, replacing two 3rd party vendors WFO/WFM agent dashboards built in  Chatbots built in AWS architecture 3 layers of redundancy (3A – Active, Active, Active)  Redundant Edges in LAX and BER (VoIP) MOS scores for every call built in (intelligent analysis tool) Concurrent model allows to scale at lower additional costs compared to named model Micro Services Direct to developer(s)   Agile deployment(s) (multi/week)

Puntos en contra:

We don't like how we have to use on site Edges for VoIP traffic.

Genesys PureCloud review

Comentarios: Maximum utilization of manpower productivity. atomizing the contact center workflow & saving supervision cost.

Puntos a favor:

The Ultimate Security Control, High Availability, Business Continuity & System Flexibility. such as managing the workgroups & locations for different lines of business & modules using single interface. compatibility with most CRM apps & workforce management systems, live-time system, workgroup & user reporting & forecasting.

Puntos en contra:

Knowledge base & FAQ does not cover all software features, real time dashboards needs more developments & hotfixes including social media & web chat features (looking forward for the new software upgrade that will fix most of this issues).

PureCloud

Comentarios: Purecloud has been helpful when I am out of the office. I also enjoy the fact that I receive an email when I get a voicemail. It includes the voicemail in the email which is very helpful if I need to send it to someone on my team to assist.

Puntos a favor:

The I can use my cell phone as if I were on my office phone. I'm able to communicate with clients as if I am in the office while I'm on my cell phone; out of the office traveling, picking up my kids, etc.

Puntos en contra:

When my office phone is forwarded to my cell phone, it will only ring once, maybe twice before the call has already moved into my voicemail. If my phone is not right in or near my hand, I will miss the call.

A very honest review of Genesys Cloud CX

Comentarios: Very satisfactory.

Puntos a favor:

What I like the most with this software is that it is a contact center technology that is readily available in the cloud. Agents, Supervisors, Admins or any user can access the software anytime anywhere.

Puntos en contra:

There are still some features that are available in other platforms but still not available in Genesys. Some of these are: 1. Play Agent Greeting 2. Multiple Wrap up codes 3. Multi - tier wrap up codes

My 2 cents

Puntos a favor:

First and foremost i like the ease of use, second comes the functionality and all the options.

Puntos en contra:

I haven't encountered yet anything to dislike about it.

Simple and quick adoption able

Puntos a favor:

Liked most the simplicity of use and integration.

Puntos en contra:

Relatively slow delivery of solutions to main painpoints reported by business via idea portal.