Genesys Cloud creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Designed to provide exceptional experiences for your customers and employees, it deploys quickly, is intuitive to use, and continuously innovates with upgrades each week.
Genesys Cloud simplifies how you connect with customers by providing all the context you need to deliver more personalized experiences. The all-in-one application empowers your teams with an easy-to-use tool to boost performance. Real-time dashboards and up-to-the-second analytics provide the insights you need to run your business—no matter where your agents are located or which channels they handle. Build stronger relationships with your customers by employing the latest innovations in AI, digital channels, voice, and workforce engagement — and transform your contact center into an experience center.
Matthew C. Especialidad: Servicios financieros Número de empleados: 51-200 empleados
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.
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.
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.
Altaf G. Especialidad: Servicios financieros Número de empleados: 501-1000 empleados
The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for. We have lots of potential and it's just a matter of taking advantage of the aspects that make sense for our business.
I really like not having to perform maintenance. I also like that there are new features on a weekly basis, the ease of use of the UI, and how just about everything you need is already built into the platform.
A true mobile app is missing, but is on the roadmap. I also wish there was a built-in way to grab all our reporting data without needing our dev team to build their own solution using the API.
Usuario verificado Especialidad: Automoción Número de empleados: 51-200 empleados
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.
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.
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: Genesys 6/9/2018
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
Murat A. Especialidad: Banca Número de empleados: 10.001+ empleados
It is easy to use this product it is like a rock
Price policies are not flexible and scalable.
Usuario verificado Especialidad: Hardware informático Número de empleados: 10.001+ empleados
My overall experience is a with Genesys has been great. The cloud is the future of landlines.
The system is fairly easy to use and it appears to have good security features. The calls are very clear and you have activity history stored in the system. You also have access to voicemail, which can be accessed at any time.
It is sometimes difficult to understand the menu. For example, I was not sure how to call someone without asking first. I see room for improvement in making this product easier to use.