Consumer Goods, 500+ employees
More than a year
“Genesys Cloud”
Pros
Deployment is easy, and the different licensing packages cater to businesses of various sizes. The APIs seamlessly connect to third-party products, and the analytics and queue routing features are exceptional.
Cons
Workforce Engagement Management, Surveys, True Screen Cloud Recording, and Mobile Web Messaging could all benefit from updates, which Genesys is actively working on.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
8
Functionality
10
Information Technology and Services, 500+ employees
More than a year
“Excellent contact centre platform”
Pros
As an administrator, Genesys Cloud CX is a breeze to use. Its real-time connectivity is impressive, and its capability and scalability are flawless. I particularly appreciate features like call logging, predictive engagement, and blind transfers.
Cons
One of the features I dislike the most is the limitation on the number of segments that can be added for a given license. Configuring for multiple markets can be very complex and requires a lot of additional support.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Accounting, 101-500 employees
Less than 6 months
“MYGenesys”
Pros
I particularly enjoyed the user-friendly interface and the ease of finding features.
Cons
Adding some color to the user interface would make it more interesting.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Financial Services, 51-100 employees
Less than a year
“Outbound Call Center Admin”
Pros
As a company heavily reliant on outbound calls, I've found the variety of calling methods offered to be immensely beneficial. The call recording software and speech analytics tool have significantly improved our call quality.
Cons
I wish there was a way to improve or teach the speech-to-text tool common phrases we use. It's gotten better since we started, but it still struggles with identifying common phrases.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Marketing and Advertising, 11-50 employees
More than a year
“Genesys cloud CX”
Pros
The graphical interface is easy to navigate, and the proposed features align perfectly with our company's needs.
Cons
The voice quality of the calls needs improvement; it's not up to par.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
9
Functionality
9
Apparel & Fashion, 500+ employees
More than a year
“Genesys”
Pros
Perfect for call centers to efficiently manage calls, emails, and chats.
Cons
There are glitches, bugs, and system issues. Sometimes calls don't come through.
Rating Distribution
Ease of use
10
Value for money
8
Customer Support
8
Functionality
8
Not Specified, 500+ employees
More than a year
“Best on premise to cloud transformation of contact center application”
Pros
Genesys Cloud offers both architect and agent desktops, depending on the license. Building and testing flows is easy, and the scheduling and agent desktop view are top-notch. Its omnichannel support, from inbound and outbound calls to web messaging and email, is impressive.
Cons
There's still a lag on the architect's side. For example, Genesys support only covers limited languages, so for non-supported languages, we have to resort to Google TTS, which sometimes doesn't work properly.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
10
Functionality
10
Outsourcing/Offshoring, 500+ employees
Less than a year
“An Honest Review Of Genesys Cloud”
Pros
Genesys is a standout platform for call center agents. Its optimized spaces ensure accessibility and efficiency for both employers and employees. Navigation and call documentation are straightforward, and the overall performance is exceptional. The reliable call quality and extensive monitoring options make it revolutionary compared to other cloud phone platforms.
Cons
I don't have any requests or suggestions for Genesys, it's truly a top-tier tool.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Financial Services, 500+ employees
More than a year
“Good Product but Longer response from Support Team”
Pros
The ease of use and the availability of features, along with the ability to modify them, are commendable.
Cons
The sales and project teams have long response times.
Rating Distribution
Ease of use
5
Value for money
4
Customer Support
6
Functionality
8
Information Services, 500+ employees
Less than 6 months
“Contact Center Cloud Implementation”
Pros
The single link for routing features like standard and Bull Eyes, along with the informative reporting templates, makes it easy for contact center supervisors to understand and manage operations.
Cons
It should have more routing features and multi-level skill targeting based on availability. Also, it would be beneficial to assign a single variable and use it across all flows rather than creating it individually each time.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Telecommunications, 11-50 employees
Less than a year
“Next gen Cotact center solution”
Pros
Deployment is effortless, thanks to the high-quality technology and its comprehensive, all-in-one solution that perfectly aligns with business requirements.
Cons
A better call recording system is needed, like NICE, Verint, or RedBox.
Rating Distribution
Ease of use
10
Value for money
8
Customer Support
7
Functionality
10
Information Technology and Services, 500+ employees
More than a year
“"Best cloud solution tool"”
Pros
The interface is simple and user-friendly, making it easy for all users, especially on mobile devices. Its ability to seamlessly integrate with other tools is a plus, and the regular addition of new features keeps it fresh.
Cons
It's great for solving cloud problems quickly.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Consumer Services, 1-10 employees
Less than a year
“unpredictable”
Pros
The ease of use for average agents to operate is remarkable.
Cons
The malfunctions and the length of time for recovery afterward are concerning.
Rating Distribution
Ease of use
4
Value for money
4
Customer Support
5
Functionality
6