Sobre Genesys Cloud CX

Descripción no disponible

Genesys Cloud CX Software - 1
Genesys Cloud CX Software - 2
Genesys Cloud CX Software - 3
Genesys Cloud CX Software - 4
Vídeo de Genesys Cloud CX
Genesys Cloud CX Software - 1 - miniatura
Genesys Cloud CX Software - 2 - miniatura
Genesys Cloud CX Software - 3 - miniatura
Genesys Cloud CX Software - 4 - miniatura

Precios de Genesys Cloud CX

Genesys Cloud CX no tiene versión gratuita, pero ofrece una prueba gratis. La versión de pago de Genesys Cloud CX está disponible a partir de 75,00 US$/mes.

Precio inicial:
75,00 US$/mes
Versión gratuita:
No
Prueba gratuita:

Alternativas a Genesys Cloud CX

Avaya OneCloud UCaaS

Avaya OneCloud UCaaS (formerly (formerly Avaya Aura Contact Center)) is a cloud-based and on-premise call center...

8x8 X Series

8x8 X Series is a cloud-based solution that helps businesses of all sizes establish communication via text messaging,...

NICE CXone

NICE inContact is cloud-based call center software that helps businesses to maximize the quality of leads and minimize...

Cisco Jabber

Cisco Jabber is a unified communication software solution designed to facilitate the collaboration and communication...

Microsoft Teams

Microsoft Teams is a cloud-based group chat solution that helps teams collaborate on documents. Its key features...

MiCollab

MiCollab provides a complete solution that securely and swiftly powers communications from wherever. This is an...

Opiniones de Genesys Cloud CX

Evaluación de función

Relación calidad-precio
4,0
Funcionalidad
4,1
Facilidad de uso
4,3
Asistencia al cliente
3,9
5 opinones sobre 147 Ver todas las opiniones
Osman
  • Sector: Banca
  • Tamaño de la empresa: 5.001-10.000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la opinión
Relación calidad-precio
4
Funciones
5
Facilidad de uso
5
Asistencia al cliente
5

4
Publicado el 11/7/2022

¡Una plataforma orientada a la experiencia!

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

Desventajas

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

Matthew
  • Sector: Servicios financieros
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante 6-12 meses
  • Fuente de la opinión
Relación calidad-precio
5
Funciones
5
Facilidad de uso
5
Asistencia al cliente
3

5
Publicado el 15/11/2018

99% Sunny and Hot with the odd occasional downpour

The overall experience we have had is a great one with a few niggles I would say to describe the downsides. The main experience moving past the building and testing stage into full BAU was another great experience as the support during the early stages was nothing less than exemplary. The issues that abounded with our previous dialler software supplier have now been remedied by our decision to align our business with the Genesys product Purecloud. We are now investing our time and efforts to implement Pureclouds growing functionality to unify our communications Chat, Email, SMS and Social and integrate these with the voice channel to improve the customer journey everytime they wish to communicate with us.

Puntos a favor

The ease of use when building the infrastructure to run all the different brands and departments here at Grove & Dean, the stability of the Platform as we are open 24/7 and have only a small team in support of the system. The ease of use, for the agent with the simple yet full featured agent interface and desktop environment. The roll out of new features or improvement of existing ones, the visionary updates from the Genesys senior team and the ability for the users to influence the shape of the platform through the ideas Lab and the fact that they "LISTEN" to the users. Lastly, which is not really a software benefit, the community of users that are sharing their experiences for the greater good for all.

Desventajas

The support post "LIVE" - Processes too long, lack of knowledge and experience in the first line support team, no immediacy, solutions not always valid and some of the Self Service referral techniques support attempt to use to justify their solutions.

Terry
  • Sector: Servicios financieros
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la opinión
Relación calidad-precio
5
Funciones
4
Facilidad de uso
4
Asistencia al cliente
5

5
Publicado el 27/8/2022

Breath of fresh air vs historical telephony systems

The software uptime is an industry leader, with no consistent downtime problems since starting with the service. Which is worlds away from our previous experiences with downtime being seen at least once a month with a large agent / customer detriment because of this.

Puntos a favor

Ease of use. The GUI is clear and concise on both and agent and Administrator level.

Desventajas

The workforce management side of the software still requires a lot of work. There is too many interweaving layers to be able to produce an easy to use schedule for our agents.

Alternativas consideradas

8x8 X Series, Microsoft Teams y Cisco Jabber

Razones para elegir Genesys Cloud CX

The historical system was clunky, unreliable with a very sub-par support channel. This was culminated with the system owners choice of decommissioning the telephony platform we had used with them shortly after our contractual obligations had ended.

Razones para cambiar a Genesys Cloud CX

The cost benefit analysis and uptime SLAs could not be matched against any of the other products at hand.
Usuario verificado
  • Sector: Automoción
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la opinión
Relación calidad-precio
3
Funciones
2
Facilidad de uso
2
Asistencia al cliente
3

3
Publicado el 5/9/2018

Not a Big Fan

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.

Desventajas

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.

Respuesta de Genesys

Thank you for sharing your experiences of using PureCloud and I'm sorry you have had some issues. We cannot contact you directly as you have posted anonymously but we really would like to connect to drill down further into the points you have highlighted and see what can be done to improve matters. Please contact me directly at [email protected] (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth

Respondido el 6/9/2018
Murat
  • Sector: Banca
  • Tamaño de la empresa: 10.000+ empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la opinión
Relación calidad-precio
4
Funciones
4
Facilidad de uso
4
Asistencia al cliente
4

4
Publicado el 29/4/2020

Genesys Pure Cloud

Puntos a favor

It is easy to use this product it is like a rock

Desventajas

Price policies are not flexible and scalable.

Alternativas consideradas

Avaya OneCloud UCaaS

Razones para cambiar a Genesys Cloud CX

We use also genesys onprime we have also know how about the genesys.

Categorías relacionadas