Genensys Software Reviews

Pros

The ease of use and simplicity of the user interface are crucial for our busy call center. Genesys CX allows us to deploy and train new features quickly.

Cons

My biggest complaint used to be the lack of integration with HR systems, but that is being addressed. I'd also like to see more feature enhancements, like absenteeism tracking.

Pros

Personally, I find it easy to use, which greatly simplifies customer service tasks.

Cons

I can't think of anything that needs improvement.

Pros

It is easy to use, offers diverse features, and has the necessary integrations and APIs.

Cons

Some essential features regarding WhatsApp and chat are missing.

Pros

It's incredibly user-friendly and aids in unified communications. Deployment is a breeze, and it helps boost sales, enhance customer experience, and track agent performance effectively.

Cons

It's one of the most popular solutions for customer experience, hence its high cost.

Pros

The new drag and drop feature is a great addition, making updates quick and easy, especially for unique cases.

Cons

There's a lack of features from previous versions, such as the inability to add multiple exceptions into a full schedule for all agents selected. Manually adding individual exceptions across a week is tedious.

Pros

It provides a user-friendly interface that simplifies managing customer interactions, along with integrations with third-party applications like CRM and workforce management software.

Cons

Customization may be necessary to fit specific business needs, which can be time-consuming and costly. Managing large volumes of customer data and interactions can also be challenging without proper training.

Pros

Its ease of use is a standout feature for both users and supervisors.

Cons

Currently, it's the software I have no complaints about.

Pros

This system offers vast customization potential and reasonable API coverage.

Cons

Post-sale support could be better, we often struggle to bring engineers up to speed before they can troubleshoot issues.

Pros

I'm amazed by the plethora of features packed into this solution, especially the clear call quality and the comprehensive system activity history. The robust security features are also noteworthy.

Cons

I struggle with reading when extracting data, and there have been some issues with delays.

Pros

This feature-rich product has everything needed to run a contact center effectively, accessible from anywhere.

Cons

WFM and WEM need a bit more enhancement to compete with industry leaders.

Pros

The automatic updates in the Cloud version of Genesys Cloud CX are a major plus.

Cons

Certain features require automation and improvement.

Pros

This application makes outbound calls to customers a breeze. I can put customers on hold or add another participant to the call easily. The ability for customer service agents to handle calls and emails has significantly enhanced our customer service and experience by ensuring timely resolution of issues.

Cons

So far, my experience with the application service has been flawless, I have not encountered any negative aspects yet.

Pros

From an engineering, administrative, and end user perspective, I find the ease of use remarkable. Plus, having all omnichannel options available in one UI is a definite bonus.

Cons

Most of the time, I find the support to be responsive, although it can sometimes take a while to get them aligned with my concerns or issues.

Pros

I am impressed by the ease of use, the speed of innovation, and the comprehensive omnichannel suite.

Cons

I've had a terrible experience with operational support. The Professional Services team seems insistent on fitting me into their own implementation mold.

Pros

I find the software easy to handle through the portal interface.

Cons

I feel that the user interface could be enhanced with a bit more color to make it more visually appealing.

Pros

As a daily user for work events, I find it flexible and reliable.

Cons

It's complicated, but I use it daily for work.

Pros

This software effectively manages multiple communication methods and tracking individual performance is a breeze. Real-time performance monitoring has significantly boosted individual productivity.

Cons

I think the login and logout process could be simplified compared to Pureconnect.

Pros

As a cloud solution, it enables me to work from anywhere, anytime.

Cons

I find it frustrating that I can't filter information at the team level.

Pros

The ease of implementation and configuration, coupled with workforce management and pre-built integrations, make this tool invaluable.

Cons

Agent Scripting and importing new agents need rebuilding as they're outdated and difficult to work with. The Salesforce External Routing feature is poorly documented and understood.

Pros

Transitioning from ININ was seamless, and within a week, we unanimously agreed that this solution is already 'better'. The ease of use, including improved call quality, has exceeded our expectations.

Cons

There are some features that were not carried over from the previous solution, particularly regarding visibility for agents. Now, the information that was once visible at the agent level is only visible at the manager level. We'll see if our administrators can adapt or adjust this.