Was ist Genesys Cloud CX?
PureCloud von Genesys ist die All-in-one-Cloud-Kontaktcenter-Lösung der nächsten Generation, mit der du Omnichannel-Interaktionen in einer nahtlosen Customer Journey verwalten und verstehen kannst. Gib deinen Mitarbeitern ein einziges Tool an die Hand, das alle Kommunikationsmöglichkeiten – Sprache, Chat, E-Mail, SMS und vieles mehr – beinhaltet. Eine intuitive Nutzeroberfläche erleichtert die Verwendung – egal, ob du ein Agent, Supervisor oder IT-Administrator bist. Wöchentliche neue Funktionsversionen sorgen dafür, dass du die Erwartungen deiner Kunden sowohl heute als auch morgen übertriffst.
Wer verwendet Genesys Cloud CX?
Bei PureCloud ist für jeden etwas dabei! Progressive IT- und Contact-Center-Vorgänge, die eine schnelle Lieferung bevorzugen, Komplettlösung für Cloud-Contact-Center.
Wo kann Genesys Cloud CX bereitgestellt werden?
Cloud, SaaS, webbasiert, Mac (Desktop), Windows (Desktop), Windows (On-Premise), Linux (On-Premise), Android (mobil), iPhone (mobil), iPad (mobil)
Genesys Cloud CX – Videos und Bilder
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Genesys Cloud CX
Genesys Cloud CX Funktionen
- Alarmfunktion / Benachrichtigungen
- Archivierung & Aufbewahrung
- Aufzeichnung bei Bedarf
- Automatische Anrufverteilung
- Automatische Antworten
- Automatische Outbound Dialer
- Automatisches Telefonwahlgerät
- Automatisiertes Routing
- Berichterstattung / Analyse
- Chat / Messaging
- Computer Telephony Integration
- Echtzeit-Chat für Kunden
- IVR / Spracherkennung
- Mehrfache Skripts
- Mobiler Zugriff
- Negatives Feedback Management
- Power Dialer
- Proaktiver Chat
- Prädiktive Wähler
- Self-Service Portal
- Text in Sprache (verwandeln)
- Transfer / Weiterleitung
- Transkripte / Chatverlauf
- Umfragen & Feedback
- Umleitung der Anrufe
- Verfolgung von Interaktionen
- Warnungen / Eskalation
- Weiterleitung von Anrufen (Call Routing)
- Werkzeuge zur Zusammenarbeit
- Überwachung der Beschwerden
Alternativen für Genesys Cloud CX
Bewertungen über Genesys Cloud CX
99% Sunny and Hot with the odd occasional downpour
Kommentare: 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.
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.
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.
A good product that is getting better
Kommentare: 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.
We love that the Genesys system provides us with a single system for all our customer interactions. We can handle inbound and outbound calls, chats, emails, and SMS. In addition, all the call recordings and call evaluations are in the same system (or will be when we are done rolling it out).
I think Genesys has some work to do on enhancing the sorting and filtering capabilities with the various views. I also think there are some issues to work through on the workforce management side, like being able to see a forecasted service level without publishing schedules, or having time off buckets to name a few.
A nice upgrade from our previous on-premise solution
Ease of maintenance by our IT team and reliability compared to our previous on-premise phone system.
We are a seasonal with more employees during the spring and fall (compared to winter and summer) and it would be nice to be able to have our license pool ramp up or down by month.
Not a Big Fan
Kommentare: 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.
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.
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.
Antwort von Genesys
vor 4 Jahren
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 firstname.lastname@example.org (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth
Best All-in-One CCaaS solution for businesses -- small or large
Kommentare: Genesys Cloud was easy to deploy and agents picked up the interface quickly. Integration with back-end data and systems was simple using web services and the Architect allowed call flows to be created in days.
Genesys Cloud CX has it all. Never do I have to wonder about integrations, added costs, or extra training when Genesys has all the features that a contact center of any size has all built into a single, web-based product with super reliability and ease of use unmatched in the market.
While WFM has come a long way, there are still features that Genesys needs to add and is working on those. Also, reporting needs more visualization and trending data.