Genesys Cloud CX Reviews & Product Details - Page 3

I like the feature Predictive Engagement, WFM, Outbound Campaigns & Agent assist. Review collected by and hosted on G2.com.

For some of the functionality API is not availble, for example Flow Journey Management Review collected by and hosted on G2.com.

1.) Very reliable uptime

2.) Enriched features

3.) Easily retrievable & sortable statistics Review collected by and hosted on G2.com.

1.) Technical help needs improvement

a.) Technical help language barrier can sometimes be an issue.

b.) Waiting for a high priority ticket to be resolved in a reasonable amount of time can also be an issue at times. Review collected by and hosted on G2.com.

With Genesys Cloud CX, we are able to make our customers happier. We can meet our TAT. Response of our engineers have been improved verbally and technically. We ca pull in reports and make dashboard using the data. Customer can approach us easily and we can give them response on time. We are happy, customers are happy and management is happy too. Tech support guys are knowledgable and resolv our issues if we stuck somewhere very qucikly. Review collected by and hosted on G2.com.

I can not dislike Genesys Cloud CX. When we integrate this in our product, our customers are getting more happier and our process is also getting smoother, so we just love this product. Review collected by and hosted on G2.com.

What stands out about Genesys Cloud CX is its seamless integration of various communication channels and its user-friendly interface, which simplifies managing customer interactions and analytics Review collected by and hosted on G2.com.

One common critique of Genesys Cloud CX is that its extensive feature set can sometimes make it overwhelming for new users, requiring a steep learning curve to fully utilize its capabilities. Review collected by and hosted on G2.com.

Genesys Cloud has grown and continues to grow with new and exciting features being added on a continuous basis. It has turned into a very versatile platform with many out-of-the-box integrations available, along with the ability to integrate with pretty much any system via API. Their recent focus on AI has been beneficial and their roadmap for it is intriguing.

The UI, especially with Architect (the call flow building tool), is extremely intuitive and makes it easy to build and understand complex call flows. They have simplified Bot building for voice and digital channels in the same tool used to build call/messaging/etc. flows.

Reporting has only gotten better over time. The older limited stock reports have been deprecated and the performance views have continuously improved. You can easily view real time and historical analytics.

They allow customers to vote on ideas for features to be added. This can be confusing with how voting is handled, but I have seen many ideas come to life as new features in the platform. While some of the new features seem niche, they allow an opportunity to grow into them and explore new possibilities within an organization. Instead of doing things the same way they always have been, you can take advantage of the technology and grow.

Their APIs and dev related tools allow for more automation and flexibility in the platform. Review collected by and hosted on G2.com.

Some UCaaS features are lacking, but that's understandable with the focus on UCaaS and CX in general. Review collected by and hosted on G2.com.

Streamline multiple communication channels under one umbrella.

Administration of the product is easy to facilitate. Review collected by and hosted on G2.com.

The Chat product is very rigid in design and does not lend well to custom use cases. Review collected by and hosted on G2.com.

It is a very robust tool with many integration possibilities. Easy implementation since being cloud-based, we do not require on-site equipment, it has a very short learning curve because it facilitates use for agents, there is certainly much to exploit from the tool. Review collected by and hosted on G2.com.

For integrations, trained or specialized personnel are required, developments are usually very costly on the part of the channels. Review collected by and hosted on G2.com.

Su accesibilidad y facilidad de compartir información acerca de la experiencia de nuestros clientes Review collected by and hosted on G2.com.

Tal vez un poco el precio ya que ciertas tecnologías son costosas Review collected by and hosted on G2.com.

Omnichannel solution platform allows customers to engage through modern methods. Review collected by and hosted on G2.com.

Division awareness is lacking integration Review collected by and hosted on G2.com.

i love thar all the interaction with clients is faster and easy to use Review collected by and hosted on G2.com.

i think that we may received more updates to personalitation Review collected by and hosted on G2.com.