About Genesys Cloud CX
Genesys Cloud CX pricing
Genesys Cloud CX does not have a free version but does offer a free trial. Genesys Cloud CX paid version starts at US$75.00/month.
Alternatives to Genesys Cloud CX
Genesys Cloud CX Reviews
Feature rating
- Industry: Financial Services
- Company size: 51-200 Employees
- Used Daily for 6-12 months
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Review Source
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.
Pros
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.
Cons
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.
- Industry: Automotive
- Company size: 51-200 Employees
- Used Daily for 1+ year
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Review Source
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.
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.
Response from 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
- Industry: Financial Services
- Company size: 5,001-10,000 Employees
- Used Daily for 1+ year
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Review Source
Great Journeys begin at Home.
Customer experience is improved and and marketing is working better.
Pros
Remediating our on premise legacy aging PBX & Call recording suites of applications and hardware.
Cons
Some of the integration points were weaker and more difficult than the Genesys Connect solution, as GC was getting up to speed 2 years ago.
Reasons for Choosing Genesys Cloud CX
Business cloud strategy was fulfilled by the product.Reasons for Switching to Genesys Cloud CX
Feature delivery was better with GC.
- Industry: Banking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Genesys Pure Cloud
Pros
It is easy to use this product it is like a rock
Cons
Price policies are not flexible and scalable.
Alternatives Considered
Avaya OneCloud UCaaSReasons for Switching to Genesys Cloud CX
We use also genesys onprime we have also know how about the genesys.- Industry: Higher Education
- Company size: 1,001-5,000 Employees
- Used Daily for 1+ year
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Review Source
Great Contact Center Software
Genesys solved the problem of excessive call volume by providing more options to communicate with our customers. Also has assisted greatly with reporting and analytics.
Pros
The user friendly layout, and easy to navigate dashboard, makes for an easy user experience and very easy to train and assist when questions arise.
Cons
Salesforce integration is not the most intuitive.
