Genesys Cloud CX

What differentiates Genesys Cloud CX from other similar products?

Genesys Cloud CX ia different in that it aims at bettering customer experience by offering features such as phone, chat, social channels, and text. In addition, this software ensures the agents are busy and everything is flawless no matter where they are.

What is your favorite aspect of this product?

I like the availability of Genesys Cloud CX. The software is affordable and ensures a better customer experience. It provides features such as emails, chat, call, and social channels all of which betters customer experience. Using this software is effortless for both agents and customers

What do you dislike most about this product?

Genesys Cloud CX is just flawless. No bad encounters

What recommendations would you give to someone considering this product?

I recommend Genesys Cloud CX as an auto dialer and contact centre because it has it all. What's more it's affordable and easy to use

What differentiates Genesys Cloud CX from other similar products?

I'd like to highlight a couple of its main features, which are implemented as standard functions: Salesforce connection and calls from phone numbers registered in Salesforce. Single sign-on is supported by Genesys Cloud. Salesforce activity objects save call time, AHT, ACW, call recording link, and so on automatically. Another fantastic feature is the option to work from home, which includes remote phone access via WebRTC and cell phones, as well as internal chat features. Because these are fundamental functions, you are free to work from home. It is useful to be able to collect pertinent statistics, such as conversation time or standby time

What is your favorite aspect of this product?

We were able to provide protection for sales employees answering the phone in the Corona, BCP, and other catastrophes by letting them begin working from home at a cheap cost, as previously indicated. Despite the fact that the query answer log is left in Salesforce as text, the call time and AHT are instantly linked to the Salesforce activity object, providing for accurate analytics on the content of each inquiry, such as call time. More complex analytics can now be implemented. If the smartphone is registered, the phone may be answered even while the user is at home, which I want to employ in future work techniques.

What do you dislike most about this product?

When call waiting happens, it is helpful if the target company's user has a function to create a POPUP notice when call waiting occurs.

What recommendations would you give to someone considering this product?

It is recommended if you wish to enhance the efficiency of answering calls since you may obtain a large number of numbers at once. Because the version is updated on a regular basis, new features will be added. Provides a cloud solution; due to internal constraints, only a cloud solution is permitted to be installed. Applicable to commercial cabins with 1,000 seats or more that can adjust swiftly to future base and cabin growth. Furthermore, you may assess and analyze previous months' performance to increase efficiency. It is tremendously useful to be able to compare the current with the past in real time.

What differentiates Genesys Cloud CX from other similar products?

We integrated the software into our dialing system that provides us sustainable information, script. We manage our call through this system that we can correctly communicate with our clients.

What is your favorite aspect of this product?

It is quite compact that includes many features which are essential for this type of software. We managed to continue our work from home as we were able to communicate and talk with foreign institutions. The customer service is the nuance that directed me to go with Genesys Cloud CX as they are responding to our calls and they came back with the solutions.

What do you dislike most about this product?

Reporting is not working properly as I was expecting to have. Besides the price is too expensive that is a side which makes the software uncompetitive with other rivals. I would be happy to have a more user-friendly interface as it was a little bit complex when I started to use it. The error happens often although the customer support informed me that it is regarding my network. The implementation team is needed to effectively use the software.

What recommendations would you give to someone considering this product?

Consider that there could be some crashed but it is one of the best of the marketplace