Genesys Cloud CX Reviews & Product Details - Page 2

Our company has been using Genesys Cloud for around 7 years, our experience has been positive. Some of the main featurs that stand out for us are,

The Ease of Use, Genesys is with its user-friendly interface allows ours agents to naviagte with ease, from running reports, to transfering to agents, ACD queues.

Genesys also have weekly releases, with features that allow us to use their built in features as opposed to building our one custom intergrations. We currntly do have a couple of custom intergrations due to our business requirments.

Integrations with third party vendors is a stand out, we currently use Twilio SMS functions with Genesys cloud, this was a very easy deployemnt that allowed us to utlise more of the digital chanels.

We also seamlessly integrated it with our Salesforce orgs and other third-party applications such as AWS (event bridge, cloud watch, s3 and lambda) .

Overall, Genesys Cloud has proven to be an excellent choice for our contact center. Review collected by and hosted on G2.com.

While the current built in reporting capabilities are robust, there is room for improvement in terms of customization and ease of use. Review collected by and hosted on G2.com.

We currently only do inbound phones sales. With Genesys, we are going to move towards omni channel with a huge focus on AI. Review collected by and hosted on G2.com.

We have over 10k DID's and there is no bulk load option for this. Review collected by and hosted on G2.com.

Provides the capabilities necessary to run a cloud-hosted contact center. While still enabling inbound queueing and routing, outbound dialing and call analytics. Also supports digital interactions in multiple channels, such as SMS, email, and chat as well as a number of other user-friendly features. Review collected by and hosted on G2.com.

There is inadequate reporting, the base reports are not efficient for us. And the ack of features available within the Workforce Management that will not meet our needs. Review collected by and hosted on G2.com.

Architect is awesome at creating custom flows and distributing your calls where you need when you need. Review collected by and hosted on G2.com.

Sometimes is too big for smaller call centers. Great when you need multiple departments or queues but definitely not for small call centers. Review collected by and hosted on G2.com.

The product is an all in one cloud based solution that is constantly upgraded, the development and community idea behind it is excellent. Review collected by and hosted on G2.com.

Some of the channels are a little basic, email functionality required additional dev tools adding for what we want.. Review collected by and hosted on G2.com.

The platform offers an impressive range of tools and integrations, all of which are incredibly user-friendly. Review collected by and hosted on G2.com.

Specific functionalities in a micro level is not available such as monitoring a live chat, Multiple agent sending SMS to same contact at the same time, embedding PDF into an article. Review collected by and hosted on G2.com.

Genesys brings to their CCaaS solution AI powered solutions like Predictive Engagement, Predictive Routing and Sentiment Analysis that is a step beyond compared to other solutions on the market. Another aspect that I can mention is the ease of integration since Genesys has a large amount of out-of-the-box "add-ons" that can be found in the Genesys AppFoundry website. Review collected by and hosted on G2.com.

- Genesys conversational bot: the solution itself lacks of innovative items like Generative AI embedded support while generating utterances and a built-in test suite.

- Limitations on analytics markups on chat/voice flows

- The rollout of an Architect flow to production environment could be problematic if the appropriate care was not taken while developing Architect flows (ID mismatch) Review collected by and hosted on G2.com.

Our organization deployed Genesys Cloud with a Salesforce Integration in 2020. One of the most valuable benefits is that our support analysts can answer and place calls using Genesys Cloud within Salesforce and leverage the screen pops/scripts, making the case workflow much more efficient. As a semi-admin being able to leverage the Genesys App and monitor interactions and gather valuable call insights has been beneficial in assessing our call issues and what we need to focus on as an organization. Genesys Cloud is easy to use and has many rich real-time features in its Agents Views and Call Insights. Queue insights allow us to manage queue resourcing when monitoring call volumes and agents on queue. Data dipping into our CRM solution allows us to present customer information on the interactions between agents and customers which provides a personalized customer experience. Linking a Genesys interaction to an activity record in our CRM further enhances our call metrics within the CRM integration into Genesys. The ease of adding managers to call queues to answer customer calls if needed is a useful feature. Callbacks are a great feature allowing us to provide the customer with call wait/hold or callback options.

We recently made some enhancements to our call flows which allowed us to simplify and enhance the customer journey. Modifying our IVR greetings allowed us to provide simpler quicker options for customers to speak to knowledgeable agents about their issues. It was great to see how this was achievable with minimal changes to our flows. We were also able to use data table logic to add in any Ad hoc greeting to keep customers informed when there is a critical or system issue. All in all the ease with which we were able to make these necessary changes show how robust Genesys Cloud is.

The new CX connector between Genesys Cloud and Salesforce will bring in AI capabilites to the contact centre which will improve the customer experience.

New improvements to WEM will also make it easier for our agents and contact center to manage schedules and deliver process efficiency.

Our enhancements to leverage adhoc prompts in Genesys data tables, whispers and features such as agent late shift to help agents navigate handlinf multiple queues has transformed the customer and agent experience. We have also leveraged the use of a custom agent permission set to provide agents queue visibilty and ensure queues are adequately resourced has also allowed us to build upon the customer journey with support.

We have recently migrated our Genesys instances into one Global instance which will allow us to conform to Global Contact Center standards and start to leverage WFM. Review collected by and hosted on G2.com.

The one area where it could improve is on the reporting and dashboards, as it is a challenge to provide call insights quickly. Dashboards are not appealing to look at with line charts. Bar and or pie charts would be better. Filtering on reports could also be improved. Downloading excel exports along with data manipulation to create bar graphs is tedious and time-consuming. Recently we have been experiencing agents not being able to login into the Salesforce Genesys widget successfully, losing connection and also audio/mic issues. The interface needs some work to make this part stable. If customers are waiting on calls and agents are unable to login into Genesys it does not do well for the customer experience. The recent UI changes to Genesys made it a challenge as we were not informed of this upcoming change and lost permissions too.

The new Performance Workspace views could still be further refined to allow better metric tracking, especially for bounced calls.

Genesys does not render well with Google Chrome which causes out agents missed calls, cannot pick up calls and cannot hear the caller. This issue has been raised by multiple customers in the Genesys Community but to no resolution from Genesys Review collected by and hosted on G2.com.

Designing customer service journeys is made seemless with an intuitive interface and robust training/certification program. Review collected by and hosted on G2.com.

Support provided by a 3rd party vendor is often lacking and requires multiple requests for follow up information. Review collected by and hosted on G2.com.

Ease of use and business support after chnge requests have been implemented. Review collected by and hosted on G2.com.

Perhaps there is an opportunity to make the SOW release a tat faster. Though , we understand that such requires layers of approvals. Review collected by and hosted on G2.com.