Genesys Reviews

Heena P.Project Manager

5.0

New improvements to WEM will also make it easier for our agents and contact center to manage schedules and deliver process efficiency. Review collected by and hosted on G2.com.

Francisco G.Enterprise(> 1000 emp.)

3.5

ha elevado nuestra capacidad para ofrecer un servicio al cliente excepcional, mejorando la eficiencia operativa y proporcionando herramientas valiosas para la toma de decisiones estratgicas Review collected by and hosted on G2.com.

David B.Enterprise(> 1000 emp.)

3.5

Destaco la versatilidad, la capacidad para familiarizarse con el producto y su adaptabilidad a las diversas personas en el mbito empresarial, teniendo en cuenta los permisos, entre otros aspectos. Review collected by and hosted on G2.com.

Verified User in Hospital & Health CareMid-Market(51-1000 emp.)

0.0

Constant enterprise level crashes and it takes an extended amount of time (an hour plus) for support to resolve the issue. Review collected by and hosted on G2.com.

Verified User in TelecommunicationsMid-Market(51-1000 emp.)

0.0

Everyday usage. I've used multiple phone systems over the years, this is particular system is subpar in comparison. The system lags and freezes allot. Not good at handling multiple incoming/outgoing calls. Sometimes won't let you hang up, other times won't let you make a call, sometimes won't answer (while clicking answer), sometimes non-responsive. Review collected by and hosted on G2.com.

Verified User in Hospital & Health CareSmall-Business(50 or fewer emp.)

0.0

Their customer support is terrible. You are forced to submit your requests through whoever sold you the product and are at the mercy of both them and the Genesys customer support engineer interpreting your information correctly. They never do on the first try. They assume they know what the problem is without verifying and come back with completely irrelevant answers. That is if you can even get them to respond without first asking for logs that are also not relevant to the issue. If customer support matters to you, DO NOT CHOOSE GENESYS!!!! Review collected by and hosted on G2.com.

Paula b.Telecommunications

5.0

Fcil de usar, muito simpres de entender e rpida

Saskia M.Restaurants

5.0

Genesys cloud cx has been an invaluable asset to our company as the industry's leading cloud contact center platform. The fact that it may be easily modified to meet your specific needs is another plus. It's constantly up-to-date, and it takes very little time and work to put into deployment. I'm satisfied with its overall performance, and I must say that it's unusual to come across such a fantastic, bug-free, and straightforward platform.

Margot P.Internet

5.0

Logiciel intuitif, facile d'utilisation et ractif

Verified UserManager

10.0

We needed to move off our legacy platform Genesys Engage, into a newer cloud based solution. Genesys Cloud CX won out in all our criteria categories. It allowed us to move off-prem and eliminate a large portion of our physical infrastructure. Moving us into a managed AWS cloud solution, that brought all the security and reliability we needed. Also moving away from a product that always required professional services or specialized implementation partners, to simple low code / no code design and configuration reduced our ongoing IT requirements significantly. With Genesys Cloud CX continuous improvement process (think Apple or Microsoft), we're always up to date and there is no down time to upgrade or get new features, you simply choose to turn the features on when it suits your business best with a tick of a box, there is so much out of the box ready to go to fast track you into features like speech and text analytics, workforce management, sentiment analysis. We wish we had switched over sooner
IVR / Call Flow / Routing Speech & Text Analytics Workforce Management Workforce Engagement Reliability

Verified UserTechnician

10.0

While we initially implemented Genesys Cloud for our IT Service Desk team, we've not also rolled it out to several teams across our organisation with much success. While it's primarily used for incoming and outgoing voice calls, our IT Service Desk also uses it to receive tickets from ServiceNow and customer Chats. We've also implemented a chatbot for the IT Service Desk team so customers can self-help first, then go through to an agent if required. Additionally, our IT Service Desk is also trialling Genesys's built-in Gamification platform. Coming from nGUVU, it was an easy adjustment and we've found that having the features baked into the platform instead of adjacent to it provides our agents with a much better user experience. Several teams across the organisation are also using the Workforce management features, which has been very successful.

Murilo Paimsupport analyst

10.0

In our company, we have several customers who use Genesys Cloud CX as their communication tool, always fulfilling their obligations as a dialer and the like. Always very easy to observe any problem and easy to solve. We can easily configure an ura or even create a flow of the zero with a very intuitive process. Because it is a consolidated tool, there are not many new unknown errors, which makes the service for support much more agile and effective. Genesys Cloud CX can be easy to use both on the part of the agent and on the part of the supervisors and admins of the tool.

Verified UserManager

1.0

We use Genesys Cloud throughout our organization: for traditional call center agents, for traditional business phone users and for some "hybrid" users. This enables all of our users to be on the same company directory, the simple transferring of phone calls, and a way to see the availability status of other team members.
Their entire onboarding process was terrible. Poor planning, poor execution, poor communication. Basically, they said, "Hey, read our online articles and good luck!" We had different project managers several times over a couple of weeks, none of whom could or would create an implementation or project plan. They refused to provide any technical or implementation assistance on site. We continued to have call quality issues for months, with no solutions from their team. So much of what is now working is ONLY because we sat down and read and researched and read and researched the articles, and by trial and error. I also don't like that there is a web browser version, a desktop app version, and a Salesforce CTI version, all of which have different capabilities and limitations. The reports are not very customizable: very restricted unless an outside developer is used. Sales as performance dashboards.

Heather RauchHealthcare Software Developer

1.0

My organization is new to Genesys Cloud CX. We went live at the end of December 2021. We use this as our primary communication platform and contact center. We use a number of disparate systems and are working to integrate them and streamline some of our human processes. Genesys Cloud's data actions have been amazing for this purpose, allowing us to quickly pull in or push out whatever information we need using their well-documented API. Edit: Their customer support is a joke. I have had several critical tickets open for months with no progress. It does not help that, as a customer, you are not actually allowed to submit tickets. You are at the mercy of whoever sold you the software to appropriately communicate the issue to Genesys. Even when the issues do make it to the customer support engineer with all the information intact, they will ask you to produce network/console logs regardless of whether they are relevant to the issue at hand. The entire experience has been destroyed by their complete lack of vision when it comes to supporting the users.

Richard OberleConvergence Engineer

1.0

I work for a VAR. We use Genesys Cloud for testing but we sell and implement it for customers. The customers who use it at this point use it for their call centers only.
The PureCloud interface is a little sluggish when switching from item to item. I know this is partly to do with the data coming across the web, but customers want it to be fast like their premise systems There is a significant lag which causes disparity between statistics like number of agents "On Queue" vs the Queue showing agents that are available for calls. Constantly off by a few iterations. The administration interface is not intuitive. Hard not to compare it to PureConnect premise systems that have been full featured for 15 years and PureCloud cannot do what the 15 year old system can. In my opinion, the decision to move so many normal customization points into industry standard programming languages was bad because suddenly there is a need for software developers writing in C+ or Java when telecom support departments do not have those people sitting around. PureCloud support is a disaster. More often than not, they do not help but just read from a KB script. We find more help on the web and when we present those web links to support and tell them we need more info, more than once they sent us back the very same weblinks with no additional info

Saskia M.Verified LinkedIn UserSenior Director Sales Marketing

5.0

Overall: Our five insurance companies now employ a multichannel marketing strategy that combines inbound and outbound efforts to reach new and existing clients. In order to increase efficiency and boost customer satisfaction, we migrated from a purely voice-based system and a third-party Livechat to one that incorporates chat, SMS, and email. The downtime problems of the previous system were also addressed by Genesys.

Verified ReviewerVerified LinkedIn UserManager - Systems and Workforce Management

4.0

Overall: Overall we have been pretty happy with the Genesys Cloud application. When we find things that are lacking, we are able to put in ideas for enhancements and some of those ideas have already been implemented.

Verified ReviewerVerified LinkedIn UserAnalyst

3.0

Overall: 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.

Verified ReviewerVerified LinkedIn UserWorkforce Manager

4.0

Overall: I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future

Song Kean T.NOC and SOC Manager

5.0

Overall: A telephony tool that works and delivers

fabio M.Consultor IT

5.0

"spectacular"