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
4,0
Fonctionnalités
4,1
Simplicité
4,3
Support client
3,9
Matthew
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 51-200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
3

5
Publié le 15/11/2018

99% Sunny and Hot with the odd occasional downpour

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.

Avantages

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.

Inconvénients

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.

Terry
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 51-200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
4
Support client
5

5
Publié le 27/08/2022

Breath of fresh air vs historical telephony systems

The software uptime is an industry leader, with no consistent downtime problems since starting with the service. Which is worlds away from our previous experiences with downtime being seen at least once a month with a large agent / customer detriment because of this.

Avantages

Ease of use. The GUI is clear and concise on both and agent and Administrator level.

Inconvénients

The workforce management side of the software still requires a lot of work. There is too many interweaving layers to be able to produce an easy to use schedule for our agents.

Alternatives envisagées 

8x8 X Series, Microsoft Teams et Cisco Jabber

Pourquoi choisir Genesys Cloud CX 

The historical system was clunky, unreliable with a very sub-par support channel. This was culminated with the system owners choice of decommissioning the telephony platform we had used with them shortly after our contractual obligations had ended.

Pourquoi passer à Genesys Cloud CX

The cost benefit analysis and uptime SLAs could not be matched against any of the other products at hand.
Utilisateur vérifié
  • Secteur d'activité : Automobile
  • Taille de l'entreprise : 51-200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
3
Fonctionnalités
2
Simplicité
2
Support client
3

3
Publié le 05/09/2018

Not a Big Fan

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.

Avantages

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.

Inconvénients

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.

Réponse de Genesys

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

Répondu le 06/09/2018
Osman
  • Secteur d'activité : Banque
  • Taille de l'entreprise : 5 001-10 000 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
5

4
Publié le 11/07/2022

¡Una plataforma orientada a la experiencia!

Excelente plataforma. Flexible, permite movilidad y adaptabilidad a las necesidades de una organización.

Avantages

Probablemente mi mejor experiencia ha sido con IVR-Architect

Inconvénients

Compartir pantalla, ya que únicamente la experimentamos en video llamada.

Murat
  • Secteur d'activité : Banque
  • Taille de l'entreprise : 10 000+ 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

4
Publié le 29/04/2020

Genesys Pure Cloud

Avantages

It is easy to use this product it is like a rock

Inconvénients

Price policies are not flexible and scalable.

Alternatives envisagées 

Avaya OneCloud UCaaS

Pourquoi passer à Genesys Cloud CX

We use also genesys onprime we have also know how about the genesys.

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