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Why Genesys Cloud CX matter
What do you like best about the product?
Excellent innovation with revenue driven features which enabled best customer experience
What do you dislike about the product?
Cost management could be done better which can help customer to decide quickly on migration
What problems is the product solving and how is that benefiting you?
Genesys Cloud CX is providing Omnichannel solution which help agent to interact with custgomer accross chanel using single platform
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Long time user
What do you like best about the product?
Reachable fron anywhere, work everywhere.
What do you dislike about the product?
Not all on premise functionality is yet available
What problems is the product solving and how is that benefiting you?
Getting the interacties to the correct agent
Great Company, Highly Stable Communication Products
What do you like best about the product?
Streamline multiple communication channels under one umbrella.
Administration of the product is easy to facilitate.
Administration of the product is easy to facilitate.
What do you dislike about the product?
The Chat product is very rigid in design and does not lend well to custom use cases.
What problems is the product solving and how is that benefiting you?
We needed a streamlined call center communication platform integrated with our Salesforce instance. We began with one team and now have six different departments utilizing phone and chat support for our customer base. We use several automation tools, including Workforce Management scheduling and forecasts and the latest Copliot AI product to help with Tier 0 and live AI assistance for our agents actively engaging with customers.
Wonderful product, packaged in a robust system.
What do you like best about the product?
The capability it has to fulfil all of our needs and more. I am constantly learning about new amazing features. We use it hundreds of times a day for our calls and there is minimal issues.
What do you dislike about the product?
The learning curve may be high, but once you get into it, it is very easy to use and tailor to your business. User learning curve is our biggest hurdle.
What problems is the product solving and how is that benefiting you?
Various feature updates, such as sending to voicemail when someone is in the middle of a call.
The future is here!
What do you like best about the product?
All in one platform that is very user friendly.
What do you dislike about the product?
At the moment there is nothing that I do not like.
What problems is the product solving and how is that benefiting you?
Bringing multiple systems into one.
Instant improvement
What do you like best about the product?
The ability to have all communication methods in one centralized location.
What do you dislike about the product?
Trouble getting email to function the way our business needs it to.
What problems is the product solving and how is that benefiting you?
Helping us be available for our customers.
Good Cloud experience, although somewhat restrictive
What do you like best about the product?
The speed of deployment, does not require software installation on agents' PCs, the flexibility
What do you dislike about the product?
The reports are basic, you cannot make personalized dashboards, how easy it is to exceed the use of licenses. There is no control of this. The outbound service has a lot to improve in the detection of mailboxes, silent calls, dialing errors
What problems is the product solving and how is that benefiting you?
Ease of deployment in external centers, advanced routing management, ease of use.
A powerful workforce management tool
What do you like best about the product?
I really love the API platform and the handy user interface.
What do you dislike about the product?
The lack of functionnality in comparison with other solutions.
What problems is the product solving and how is that benefiting you?
We need to train our agents with a knowledge database to correctly respond to our customers.
Mostly suits our business needs
What do you like best about the product?
A lot of consolidated tools in one program
What do you dislike about the product?
The transcription needs more work. Either the word is incorrect or there are too many ellipses.
What problems is the product solving and how is that benefiting you?
We can see agent activity - real time and historical as well as their productivity. We can track topics and trends of our customers, we can put people on the queues they need to be on.
Pleasantly Satisfied with Genesys Cloud CX
What do you like best about the product?
I like the ease of customization and integration. We were able to integrate with our CRM and other systems in house without consulting.
What do you dislike about the product?
The post-sale and ongoing support leaves much to be desired. For every issue, an engineer needs the same long lead time to get up to speed on our environment.
What problems is the product solving and how is that benefiting you?
Omnichannel communications is 100% enabled with Genesys, including all the data integration points for our entrprise.
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