17 years helping British businesses
choose better software
Genesys Cloud CX
What is Genesys Cloud CX?
Genesys Cloud is the next-generation, all-in-one cloud contact centre solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, social and more. An intuitive interface makes it easy to use. Rapid innovation ensures you'll exceed customer expectations today and tomorrow. Genesys Cloud is simply powerful and powerfully simple.
Who Uses Genesys Cloud CX?
Genesys Cloud is for everyone! Progressive IT and contact centre operations that prefer rapid delivery, all-in-one, cloud contact centre solution.
Not sure about Genesys Cloud CX?
Compare with a popular alternative
Genesys Cloud CX
Other great alternatives to Genesys Cloud CX
Reviews of Genesys Cloud CX
Feature Rich, easy to use Telephony Systemz
Comments: Genesys Cloud has been amazing for our company since moving across from PureConnect. In this new "Work from Home" world we live in, it has been a massive contributor and backbone to our strategy and has allowed us to continue operating successfully during the Covid period.
Pros:
It is very easy to find my way around, make quick changes on the fly and administer from anywhere in the world. The amount of new features coming out weekly was also a huge selling point for us and watching the system grow and evolve has been fantastic.
Cons:
I would like a few more fine-grained features such as being able to customize the hold experience per flow and being able to take some of the global features and making them IVR/queue based due to requirements of different brands that I manage.
Alternatives Considered:
Great Software
Comments: Its been a great experience and business is really happy so far.
Pros:
Great feature filled product with most of the bells and whistles you need to run contact center and meet your customer needs. Access from anywhere
Cons:
WFM and WEM needs little more lift to compete with industry leaders
Not a Big Fan
Comments: 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.
Pros:
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.
Cons:
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.
Genesys Response
6 years ago
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
Alternatives Considered:
Pleasantly Satisfied with Genesys Cloud CX
Comments: We have has a positive experience with Genesys from a technical perspective.
Pros:
This system have massive potential for customization and reasonable API coverage.
Cons:
The post sale support is not the best, we often need struggle to bring Engineers up to speed before they can troubleshoot issues.
Alternatives Considered:
Genesys Cloud delivers
Comments: As we are still in the grip of a pandemic, using a cloud-based UC and CC solution, as Genesys Cloud, is invaluable to allow our people to work from home or anywhere with internet. As everyone is provided with a laptop and headset, we can guarantee 100% uptime of our Contact Center.
Pros:
Combined with other solutions, it provides us with PCI Compliance, agent development and evaluations, work-from-anywhere, in-depth call routing via ACD and IVR, in-depth reporting and stats, scalability and resilience.
Cons:
More ringtones needed - only one provided and it gets very irritating when in an office. Email interactions function needs refining.
