기업의 더 효율적인 소프트웨어
선택을 위한 18년 지원 경험

Genesys Cloud CX

Genesys Cloud CX

Genesys Cloud CX은(는) 무엇인가요?

Genesys Cloud CX 플랫폼은 원활한 고객 여정에서 옴니채널 상호 작용을 관리하고 이해할 수 있게 해주는 차세대 올인원 클라우드 컨택트 센터 솔루션입니다. 직원이 음성, 채팅, 이메일, 문자 메시지 등 모든 커뮤니케이션을 처리할 수 있는 단일 도구를 제공합니다. 에이전트, 감독자 또는 IT 관리자 모두 쉽게 사용할 수 있는 직관적인 인터페이스를 지원합니다. 주간 기능 발표를 통해 현재 및 미래의 고객 기대를 뛰어넘을 수 있습니다.

Genesys Cloud CX은(는) 누가 사용하나요?

획기적으로 간편한 올인원 클라우드 컨택트 센터 솔루션을 찾고 있는 모든 규모의 기업을 대상으로 합니다.

Genesys Cloud CX 소프트웨어 - 1
Genesys Cloud CX 소프트웨어 - 2
Genesys Cloud CX 소프트웨어 - 3
Genesys Cloud CX 소프트웨어 - 4

Genesys Cloud CX에 대해 확실하지 않으세요? 인기 있는 대안 제품과 비교

Genesys Cloud CX

Genesys Cloud CX

4.3 (246)
US$75.00
무료 버전
무료 체험판
152
11
4.4 (246)
4.1 (246)
4.0 (246)
시작 가격
가격 옵션
특징
통합
사용 편의성
비용 대비 가치
고객 서비스 소프트웨어
US$4.00
무료 버전
무료 체험판
87
17
4.4 (9,855)
4.4 (9,855)
4.2 (9,855)
녹색 등급 막대는 평균 등급과 리뷰 수에 따라 결정되는 최우수 제품을 보여줍니다.

Genesys Cloud CX의 다른 적합한 대안

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실시간 채팅
화면 공유

Genesys Cloud CX 리뷰

평균 점수

종합
4.3
사용 편의성
4.4
고객 서비스 소프트웨어
4.0
특징
4.2
비용 대비 가치
4.1

회사 규모(직원 수)별 리뷰

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Lizandro
Lizandro
멕시코의 Sales Development Specialist
검증된 LinkedIn 사용자
마케팅 및 광고, 501~1,000 직원
소프트웨어 사용 목적: 6~12개월
리뷰어 출처

Perfect for call centers

4.0 작년

주석: I'd say it was overall an 8 out of 10. It's important to have call recordings but the use of it was easy.

장점:

How easy and quick it is to dial numbers in just one click. Also the transfer tool was friendly and very optimal. Easy to use.

단점:

The call quality and the recording of the calls were sometimes not heard.

Oliver
영국의 Journalist
미디어 제작, 자영업
소프트웨어 사용 목적: 6~12개월
리뷰어 출처

Better than most CX softwares so definitely a must try.

5.0 6개월 전

주석: One of the best and most widely used Customer Experience products for a 360 customer service software.

장점:

Has a dense set of features and applications for customer facing solutions.

단점:

It can become very easy to overly rely on Genesys without integrating it even when integrations are currently being implemented. This is because it has so much to offer it becomes distracting.

Daniela
아르헨티나의 Sales manager
원격 통신, 51~200 직원
소프트웨어 사용 목적: 1년 이상
리뷰어 출처

A Robust Tool for Modern Businesse

3.0 6개월 전

주석: In short, is a powerful tool that, despite its complexity, can significantly enhance how businesses interact with their customers.

장점:

It integrates everything seamlessly, making customer interactions smooth and efficient. The built-in AI is a game-changer, predicting customer needs accurately. Plus, the user interface is super intuitive

단점:

It can be a bit overwhelming at first. There’s a lot to learn, and the sheer number of features can feel daunting. It’s powerful, but it definitely has a learning curve.

Andreea
루마니아의 CX Manager
인적 자원, 201~500 직원
소프트웨어 사용 목적: 1년 이상
리뷰어 출처

All the reasons to continue to be a leader in Gartner's Magic Quadrant

5.0 3개월 전

주석: We used the solution to consolidate and improve efficiency across channels. we have improved both internal and external stakeholders experiences and we automated quite a few of our flows. The platform is very intuitive to use and powerful but at the same time it is missing some basic features, especially in the area of quality monitoring or reporting on chatbot interactions.

장점:

User friendly interface (intuitive and easy to use). Implementation was not difficult. More indicators available (than previous solution we were using). Overall, it is a very powerful platform for omni-channel.

단점:

Reporting is below expectations, especially for quality monitoring. The backlog for new developments is continuously delayed.

Song Kean
말레이시아의 NOC and SOC Manager
원격 통신, 10,000+ 직원
소프트웨어 사용 목적: 2년 이상
리뷰어 출처

Smooth Operator

5.0 10개월 전

주석: A telephony tool that works and delivers

장점:

Features rich tool to enable smooth customer service operation, inbound call recording and phone queues management. Configurable dashboard set-up

단점:

No notification to the users when it is disconnected due to network instability

Sabrina
미국의 Systems Developer
병원 및 의료, 1,001~5,000 직원
소프트웨어 사용 목적: 1년 이상
리뷰어 출처

Detailed and Suitable Customer Assisting Platform

5.0 10개월 전

주석: The determination that Genesys Cloud CX has in allowing customers give their mind effective and useful.

장점:

Genesys Cloud CX has established accurate customer help, which brings an immediate live chat for customers.

단점:

Genesys Cloud CX has nothing compromising in matters customer help.

William
미국의 Omnichannel Services Engineer
자동차, 1,001~5,000 직원
소프트웨어 사용 목적: 1년 이상
리뷰어 출처

Simplify the Stack with a Multifunction Replacement

5.0 10개월 전

주석: Working day to day in Genesys Cloud has been wonderful, most functions are straight forward and logical.

장점:

Genesys Cloud provides so many features that are very easy to dive into.

단점:

There isn't a lot of 3rd party guides or learning materials (yet).

Kyle
미국의 Team leader
보험, 10,000+ 직원
소프트웨어 사용 목적: 2년 이상
리뷰어 출처

Genesys Workspace user

2.0 6개월 전

장점:

The program itself is accurate for the most part

단점:

times out and difficult to initially use

Jon
미국의 Manager
정보 기술 및 서비스, 10,000+ 직원
소프트웨어 사용 목적: 1~5개월
리뷰어 출처

Genesys is powerful, but difficult integration

3.0 3개월 전

주석: Overall, it was quite a challenge integrating Genesys to our sites, but they did over support to help us through our integration challenges

장점:

A powerful live chat too to integrate with your sites so your customer can get quick support

단점:

Difficult to integrate on to your site, documentation was lacking for us

NINA
오스트레일리아의 FL Administrator
금융 서비스, 10,000+ 직원
소프트웨어 사용 목적: 1~5개월
리뷰어 출처

Genesys Cloud CX

3.0 3개월 전

주석: okay but not too great ... CX can def improve their features buttons

장점:

I was able to use the functions all in all

단점:

Features and functions can improve for call operators and admin users

Nicole
미국의 Director, Omnichannel Services
자동차, 5,001~10,000 직원
소프트웨어 사용 목적: 2년 이상
리뷰어 출처

Genesys CX brings incredible value

5.0 2년 전

주석: We've seen incredible value with migrating to the platform. Able to consolidate multiple omnichannel platforms into one. API integration is easy. Reporting is excellent

장점:

Ease of use, innovation speed, true omnichannel suite

단점:

Operational support is terrible, Professional Services tries to fit you into their mold for how to implement

vijay
인도의 consultant
회계, 201~500 직원
소프트웨어 사용 목적: 1~5개월
리뷰어 출처

MYGenesys

4.0 2년 전

주석: Overall i liked the call routing features and easy usage to Business as well.

장점:

I liked the User Interface and feature search .

단점:

User interface needs to be added with little colors, to look more interesting

검증된 리뷰어
검증된 LinkedIn 사용자
정보 기술 및 서비스, 10,000+ 직원
소프트웨어 사용 목적: 1년 이상
리뷰어 출처

Best on premise to cloud transformation of contact center application

5.0 2년 전

주석: Over 1.6 years of experience in Genesys cloud. Also worked with Amazon connect but the most user-friendly and easy-to-use Genesys is the preferable one.

장점:

Genesys cloud has both architect and agent desktops it depends on the license. It is easy to build and test the flow. Scheduling and agent desktop view is best to experience. Inbound, outbound, Bot flow, Web messaging, Secure flow and email, etc. its like omnichannel supporting

단점:

Still, there is a lag on the architect's side. Example: Genesys support only limited languages so other than the non-supported language we have to select Google TTS. Sometimes it doesn't work properly

Amanda
미국의 Manager, Business Technology Solutions
보험, 1,001~5,000 직원
소프트웨어 사용 목적: 1년 이상
리뷰어 출처

Genesys Cloud Implementation

4.0 4년 전

주석: 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.

장점:

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.

단점:

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.

검증된 리뷰어
검증된 LinkedIn 사용자
원격 통신, 501~1,000 직원
소프트웨어 사용 목적: 1년 이상
리뷰어 출처

8/10 product for now, as this product gets better will easily be a 10/10 product in the future

4.0 4년 전

주석: I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future

장점:

It was easy to implement and start up. For my company as we had multiple software for our CRM, Genesys Cloud really made it easy as it is all in one software

단점:

Some areas still need to be developed, such as the reporting and the Workforce Management addon

Russell
아일랜드의 Infrastructure Specialist
금융 서비스, 5,001~10,000 직원
소프트웨어 사용 목적: 1년 이상
리뷰어 출처

Great Journeys begin at Home.

4.0 3년 전

주석: Customer experience is improved and and marketing is working better.

장점:

Remediating our on premise legacy aging PBX & Call recording suites of applications and hardware.

단점:

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.

Hao
미국의 CTI and Reporting Program Manager
정보 기술 및 서비스, 1,001~5,000 직원
소프트웨어 사용 목적: 1~5개월
리뷰어 출처

Genesys Cloud CX Does Not Disappoint!

5.0 2년 전

장점:

Our contact center infrastructure is complex. Genesys Cloud CX integrates with existing legacy applications and is used by agents in several divisions within our organization.

단점:

Chat bot was not easy to develop and deploy as we would like. Also, Genesys Cloud CX out-of-box reporting and dashboard is robust, but reports are limited to a certain number of rows.

검증된 리뷰어
검증된 LinkedIn 사용자
컴퓨터 소프트웨어, 501~1,000 직원
소프트웨어 사용 목적: 1년 이상
리뷰어 출처

Omnichannel capabilities

4.0 2년 전

장점:

Genesys Cloud CX offers seamless integration across multiple channels, including voice, email, chat, social media, and SMS.

단점:

Genesys Cloud CX is a comprehensive platform with various features and functionalities, which may require some time for users to fully understand and utilize.

Phatana
미국의 Omni Channel Engineer
자동차, 1,001~5,000 직원
소프트웨어 사용 목적: 1년 이상
리뷰어 출처

Quick Review of Genesys Cloud CX

4.0 2년 전

주석: This telephony platform is great!

장점:

what I like about Genesys Cloud CX is newer updates are automatically updated for you in the Cloud version.

단점:

There are features that need to be automated and needs improvement.

Victoria
우간다의 Digital Administrator
원격 통신, 10,000+ 직원
소프트웨어 사용 목적: 1년 이상
리뷰어 출처

Genesys Cloud CX

4.0 2년 전

주석: Customer Service is simplified through use of the effective helpline.Reporting on agent performance.

장점:

The application allows you to make clear outbound calls to customers. You can also put on hold a customer or add another participant on the call(conferencing).Customer service agents are able to receive call and emails from customers, this has improved customer service and experience since there issues are attended to in time.

단점:

So far the application service right and nothing negative about it.

Peter
미국의 Sr. Director Customer Payment Support
정보 기술 및 서비스, 1,001~5,000 직원
소프트웨어 사용 목적: 1~5개월
리뷰어 출처

Recently onboarded, off to a great start

5.0 2년 전

장점:

Moved from ININ. Within a week, close to unanimous feedback that the solution is already 'better'. That is very surprising considering how the acclimation period often takes months. We are very pleased so far with the software and the ease of use - including improved call quality.

단점:

There are some features that weren't 'brought over' from previous solution... mostly having to do with out of the box visibility for agents, in terms of what is going on in their respective queues. The information that was visible on the agent level is now only visible on the manager level. We'll see if that can be adapted or adjusted by our administrators.

Brian
미국의 Senior Specialist, Technology
병원 및 의료, 10,000+ 직원
소프트웨어 사용 목적: 2년 이상
리뷰어 출처

Happily Migrating From Genesys PureConnect To Genesys Cloud

5.0 2년 전

주석: As the Ascension Technologies contact center standard, Genesys Cloud equips Ascension with an industry-leading, flexible, reliable all-in-one omnichannel contact center and communications solution. Our Genesys application has been positioned to provide our lines of business with full interaction (call/callback/voicemail/email/chat/SMS) queuing, self-service, & recording capabilities, as well as automated outbound dialing, CRM/EHR/EMR integration, workforce management/engagement tools, end-to-end reporting/analytics, and 24x7 technical support & consulting. By unifying communications & data availability across Ascension, we are reducing complexity, simplifying administration, improving efficiency, and reducing total cost of ownership--all without disrupting existing systems. This has proven key to delivering a consistent associate/patient experience for our users.

장점:

The application is much easier to administer, manage call flows, and expand to other lines of business. We really enjoy the the Ideas Lab/Community, which allows us to recommend and promote/upvote new features/functionality. The Beta Community has been equally as fantastic given it provides us an opportunity to test drive new features before GA.

단점:

As with any product, there are some lacking features/functionality, but the roadmap seems promising. We still struggle a bit with the Support process, and would suggest more live hands-on troubleshooting upfront rather than relying solely on uploading log files and videos of the replicated issue.

James
James
미국의 Director, Business Optimization & Integration
검증된 LinkedIn 사용자
마케팅 및 광고, 51~200 직원
소프트웨어 사용 목적: 2년 이상
리뷰어 출처

Amazing business interaction system with mobility and flexibility

5.0 3년 전

주석: The experience with Cloud CX has been amazing. The backed end (architect) is very easy to use and if you can work a visio diagram you can create a call flow. The baked in skill based routing and time of day route decisions is setup very well.

장점:

Our ability to run our entire phone system in the cloud and connect from any device with an active internet connection kept us in business through the initial pandemic shutdown. Not being tied to a physical location while having such a complete suite of features has been paramount to our success as an organization over the past couple of years.

단점:

I really do enjoy everything about the software including the new feature releases each month.

Ye
태국의 Technical Specialist
정보 기술 및 서비스, 10,000+ 직원
소프트웨어 사용 목적: 2년 이상
리뷰어 출처

Ye Yi

5.0 4년 전

장점:

Easy to implement, easy to use, and user-friendly.

단점:

- Dashboard is missing the flexibility for shorting agent status. - Historical reports should add more customizable for users.

검증된 리뷰어
검증된 LinkedIn 사용자
은행, 1,001~5,000 직원
소프트웨어 사용 목적: 2년 이상
리뷰어 출처

Genesys service & product review

4.0 6년 전

주석: Its providing and outsourced to the bank which we can rollout new call centre very quickly

장점:

Pros: Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, We moved to a third part for 1-2 line support service ( Kaptec) to provide a good all around support services.

단점:

Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, but I was not resilient for the first year or so, The service rap was also very poor, with Genesys SDM not flexible in dealing with major incident and provided root cause of these issues back to the customer, If we want any changes customisation to the product everything was a project and prolong delivery timescales with genesys consultants. The license model for the agents is quite confusing and the license model for the genesis product is expensive and at time hard to understand