En savoir plus sur Genesys Cloud CX

Genesys Cloud crée des conversations fluides sur les canaux numériques et vocaux au sein d'une interface simple et tout-en-un. Conçue pour offrir des expériences exceptionnelles à vos clients et employés, la plateforme se déploie rapidement, est intuitive et innove continuellement avec des mises à niveau chaque semaine.   Genesys Cloud simplifie la façon dont vous communiquez les clients en fournissant tout le contexte dont vous avez besoin pour offrir des expériences plus personnalisées. Cette application tout-en-un offre à vos équipes un outil facile à utiliser pour améliorer leurs performances. Les tableaux de bord en temps réel et l'analytique constamment actualisée fournissent les informations dont vous avez besoin pour gérer votre entreprise, peu importe la localisation de vos agents et quels que soient les canaux qu'ils traitent. Renforcez vos relations avec les clients en employant les dernières innovations en matière d'IA (intelligence artificielle), de canaux numériques, de fonctions vocales et d'engagement de la main-d'œuvre, pour transformer votre centre d'appels en centre d'expérience.
Genesys Cloud CX Logiciel - 1
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Vidéo de Genesys Cloud CX
Genesys Cloud CX Logiciel - 1 - aperçu
Genesys Cloud CX Logiciel - 2 - aperçu
Genesys Cloud CX Logiciel - 3 - aperçu
Genesys Cloud CX Logiciel - 4 - aperçu

Genesys Cloud CX - Prix

Genesys Cloud CX n'est pas disponible en version gratuite mais propose un essai gratuit. La version payante de Genesys Cloud CX est disponible à partir de 75,00 $US/mois.

À partir de :
75,00 $US/mois
Version gratuite :
Non
Version d'essai gratuite :
Oui

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Genesys Cloud CX - Avis

Évaluation des fonctionnalités

Rapport qualité-prix
4,1
Fonctionnalités
4,1
Simplicité
4,3
Support client
3,9
Sam
  • Secteur d'activité : Compagnies aériennes/Aéronautique
  • Taille de l'entreprise : 201-500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
4
Support client
4

5
Publié le 04/06/2021

Feature Rich, easy to use Telephony Systemz

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.

Avantages

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.

Inconvénients

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.

Amanda
  • Secteur d'activité : Assurance
  • Taille de l'entreprise : 1 001-5 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
4
Support client
4

4
Publié le 11/05/2021

Genesys Cloud Implementation

Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users. We have seen good movement with new capabilities since we moved over to the platform and have confidence that we will continue to be partners with Genesys to continue enhancing the product for years to come.

Avantages

The fact that we could move all of our telephony (agents and non-agents) off of an on-premise solution and to the cloud in a very fast period of time was tremendous. The ability to shift all of the support out of IT and into the business has allowed us to optimize our customer's experience in a very agile manner. The buildout of each of the channels has been slow for us due to internal reasons, but we have many capabilities that we never had before moving to Genesys Cloud.

Inconvénients

WEM and reporting are not ideal in Genesys Cloud. Genesys has continued to invest and enhance in these areas, but they have a way to go.

Pure Voice and how calls get routed through our virtual edges causes some issues from time to time. We rely on Genesys to help us dive into those issues so that we can understand what causes them and learn to optimize our processes to avoid them in the future. Going through some pains here has taught us a lot but the issues themselves aren't ideal.

There have been some data lags when we have tried to access our data through the UI or APIs. This happens more frequently than we would hope for and causes some issues with managing our agents/call centers.

Alternatives envisagées 

NICE CXone

Pourquoi choisir Genesys Cloud CX 

To move away from on premise inflexible solutions to a cloud solution that could retire many different solutions and consolidate us to one. Additionally, to shift the support and ownership of the application out of IT and into the Business.

Pourquoi passer à Genesys Cloud CX

There were a few reasons in regards to security, general functionality, and pre-sales communication/relationships.
Tim
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 501-1 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5
Publié le 05/05/2021

Genesys Cloud delivers

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.

Avantages

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.

Inconvénients

More ringtones needed - only one provided and it gets very irritating when in an office.
Email interactions function needs refining.

Alternatives envisagées 

8x8 X Series, NICE CXone et RingCentral MVP

Pourquoi choisir Genesys Cloud CX 

Old, unreliable

Pourquoi passer à Genesys Cloud CX

When looking to replace our aging Avaya system, we looked at various different solutions but a cloud-based one was a must. From the three we evaluated, Genesys Cloud was chosen over the other two as it was an all-in-one solution (not separate UC and CC, no matter how much we were told it was integrated by the vendor) and they didn't use heavy-handed sales techniques
Kymberli
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 501-1 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
3

4
Publié le 25/08/2020

G Cloud

Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G Cloud is not as "self sustaining" as we were lead to believe but as we move through the learning curve we see less struggle.

Avantages

Everything inside G Cloud is very user friendly. The features and integrations that are available have helped our organization grow and develop to be more productive and innovative.

Inconvénients

There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail. Specific configurations are not always playing nice with each other.

Alternatives envisagées 

Five9

Pourquoi choisir Genesys Cloud CX 

We needed more multi-channel forms of communication with our clients/members/customers.
Altaf
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 501-1 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
5
Support client
4

5
Publié le 02/06/2020

A Cloud like no other

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.

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

8x8 X Series et NICE CXone

Pourquoi choisir Genesys Cloud CX 

It wasn't a contact center solution and there were also reliability issues.

Logiciel antérieur 

8x8 X Series et NICE CXone

Pourquoi passer à Genesys Cloud CX

It offered a more well-rounded set of features. The outbound dialer was also superior on the Genesys Cloud offering.

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