Genesys Cloud Reviews & Product Details

Not only is this system is very easy to learn and use, it has a large amount of integrations available. This allows us to empower our customer service agents with having data readily available when the call comes in. We continue to expand our business use case and have included nearly every feature offered by Genesys. The system and its resources are very well documented and are often built out by administrators who have limited development background. Review collected by and hosted on G2.com.

We do not have to many issues with the system or its support. It is significantly more stable than other providers we have used in the past and their improvement rollouts are pretty fast. It can be a little hard to get through to support via phone if there are widespread issues. However we do recieve a very prompt response via any support website submitted issues. We would love after call surveys not in email without using a third party tool. Review collected by and hosted on G2.com.

Easy set up of users/queues/phone numbers. Great knowledge base - I've taught myself how to build mostly everything in our system (after we changed things post-implementation) just by using the free online resources. Standard reports give you about everything you need. It is easy to pull recordings of calls and make notes right inside the call area. Review collected by and hosted on G2.com.

- Some of the way data is categorized doesn't always line up with how I would like to see it. I can manipulate in excel to get what I want in those scenarios; it's just a bit more difficult.

- You are encouraged to use email/online support rather than calling in. Sometimes you just need a phone call to get through something though. Review collected by and hosted on G2.com.

The connectivity between colleagues has been beneficial. The consult option for call transfers could come in clutch when other means of communication are not as readily available. It also aids in the client feeling heard and taken care of. I also really like the ability to forward calls when I am out of the office or if calls routed to my number have been directed incorrectly. Review collected by and hosted on G2.com.

Queues can be finicky at times but are also a very valuable resource. Genesys was supposed to provide better reporting, better oversight, but the licenses are not cheap so administrative type users where minimized. This is one thing that any company should keep in mind when evaluating their switch to Genesys. Review collected by and hosted on G2.com.

GENESYS is a friendly tool that makes it easy to keep in touch with our colleagues as clients for work reasons. Genesys has its details but it is understandable because I want to imagine that it is a new tool which will provide us with great updates in the future. Review collected by and hosted on G2.com.

Now being part of the quality assurance area I can say that I found a detail which when I want to download a call I get that lasts 20 hours when the truth is that it lasts much less than 20 seconds. especially that the calls can be downloaded in .mp3 format since as they are part of a .WAV file they weigh more than 100 MB. Review collected by and hosted on G2.com.

It's straightforward and friendly. It's easy to understand and it actually helps with team integration through the ability to customize the profile.

Statuses are easy to understand and easy to track.

Profiles are easy to understand and helps users know where to find the person they need to find.

Voicemails are easily transferred and calls are equally easy to transfer.

Roles and tiers are clearly defined. Review collected by and hosted on G2.com.

Reporting is tedious, if I am listening to a call and would like to listen to a new interaction, instead of taking me back exactly where I was, I have to start all over again.

Calls are in WAV format which means downloading calls for audits take very long. I'd recommend MP3.

Being able to listen to a call without the sales rep noticing is unavailable or not easy to find.

Calls are not always tracked on my activity tab.

I would change ANI and DNI for To: and For: Review collected by and hosted on G2.com.

The speed, the clarity. I like the Chrome plugin, reporting, agent visibility. I think the API for 3rd party software providers like Bright Metrics. Review collected by and hosted on G2.com.

The phone routing system for sales could use some improvement. For example, there is no "Ring All" setting. The call has to ring and bounce from agent to agent.

Also, finding and listening to a recorded conversation is cumbersome. It's takes a while to find it.

Same with listening in on a live call. You have to find the interaction. There should be a better way to quickly listen in on a call. Review collected by and hosted on G2.com.

I think Genesys is a very useful tool, as it allows me to connect with my clients quickly and nearly without any delay. This platform also has many functions I use on an everyday basis. I can talk to many clients at the same time, keep my records on check and the activities of my queues easily. I also can keep many calls active at the same time, check the information available of every client even before I take the call and also be in contact with my network, as we all have profiles on Genesys that we use to know when we're available and act accordingly. Review collected by and hosted on G2.com.

Sometimes the interface is a little confusing, as there seems to be many hidden tools and tricks that might be useful, but doesn't seem available at a first glance. It also sometimes has some delays and the interface for profiles, setting up profiles and also selecting them can be confusing at times. Sometimes, as I'm browsing through functions it can get a little slower, and sometimes I need to refresh many times to fix issues. Other main issue is that sometimes it doesn't keep track of my calls and I seem to have less calls than in reality. Review collected by and hosted on G2.com.

Working with phone systems since 2018 and this one is by far my favorite. It has all the built-in features needed as a phone system would related to calls, as well as logs and daily tracking of the time spent working and away from the computer in detail by the minute. The Genesys-Cloud CRM add-on for the platform we use for calls is also a great addition because it's all in the same window so we don't have the need for 2 monitors or split the screen one for the CRM and the other being Genesys itself, unless you like to have one tab being the phone and the other the case. The Genesys phone has the option to open that case or lead either manually but it's already set to automatically open the case for you so you really don't have to worry about it. All in all it's super productive to use this platform for calls. Review collected by and hosted on G2.com.

Thus far I have found nothing that I dislike about the platform or it's features. Review collected by and hosted on G2.com.

I love that there is an app that allows you to connect with your mobile phone. Before using Genesys, I was using an online phone platform that would constantly disconnect. That was a real issue as most of much of my jon involves speaking to the IRS and the hold times are long enough without tech difficulty! Genesys PureCloud is reliable and top quality and has drastically improved my remote user phone experience. The sounds quality is awesome too! Review collected by and hosted on G2.com.

Sometimes, the sound settings need reset without reason. Otherwise, I have no complaints about Genesys PureCloud! Review collected by and hosted on G2.com.

audio and reliability perspective and easy to use, Great features. I love the ability to easy transfer calls and also to do blind and consultative transfers. I also love how it looks. The directory is also a great feature, I love the ability to see all employees but also their status if I am going to transfer a call to them and also see what department they work in. The picture icon is also a feature I like. I like to the ability to put the face to the person I am talking to.

I like the ability to be able to track my own performance, it breaks it all down. The ability to schedule calls back via the phone system is great as well, makes it impossible for me to forget about calling a client. Review collected by and hosted on G2.com.

I honestly could not say once thing I dislike in regards to this phone system. I have used many other systems and by far this has been the most reliable and user friendly. Review collected by and hosted on G2.com.

it is easy to use since the interface is totally friendly and there's no way you can get lost there it has everything organized. Review collected by and hosted on G2.com.

it doesn't update all the call records, outbound or inbound. if sometimes it takes time to get it updated, also if you are talking to a client by call sometimes another call can get in and the phone starts ringing no matter if your are already in a call. Review collected by and hosted on G2.com.

The platform is very smooth and simple. It's very easy to learn to use it, and all information is readily accessible, without further issue. Also, call quality is excellent, it's very rare to have a lag on conversations. I like that the configuration is easy, and the voice recognition makes it easy to use. Another useful feature is that we can check on our performance, we can see already what was our behavior on the day.

The voicemail features are also very good, since we can access them right away from the inbox, and also and email is sent, which works as a reminder in case we were not present at the moment.

Learning to use the platform was also very easy, it took me 1 or 2 days at most to fully understand it and use it without issue to do my work. Review collected by and hosted on G2.com.

I do not dislike anything. It has been an improvement from the previous service we used. The platform is useful and easy to use. May be only that sometimes, when opening for the first time in the day, the app suddenly closes for no reason, but opening it again fixes the problem and doesn't happen anymore. Sometimes, there may be a glitch on the internet connection, and then the service doesn't work, but I would not blame the service for that, That is easily fixed closing the app down and restarting it. Review collected by and hosted on G2.com.

Intuitive and attractive user interface that makes answering and interacting with calls easy. The idea of not having to spend time and money in the maintenance of aging infrastructure. Review collected by and hosted on G2.com.

Lack of detailed configuration and reporting options we were used to with our previous CX (Avaya). Less control and visibility with the underlying infrastructure. Keeping up with applications updates/changes while mitigating impact to a large user environment. Review collected by and hosted on G2.com.

Very easy to use remotely, and IVR is very easy to setup. Also both of our reps (Jared Cox and Alex Verkamp) have been great to work with. Any issue that has been presented to them they have responded very quickly back, and have done everything they can to help overcome any obstacle that we have faced. Overall a very accommodating team. Review collected by and hosted on G2.com.

Some features are missing that were on the on premise version. We use "greetings" for our agents, and this feature is not available out of the box. THere is a work around for this and the staff at Genesys worked with us to get this implemented as soon as possible. Also wish the reporting allowed more fine tuned reports to be run. Review collected by and hosted on G2.com.

I like the ability to make a receive calls, is pretty self intuitive and I found that the desktop app is very reliable, I have never had any issues with calls dropping or cutting in and out. Review collected by and hosted on G2.com.

I am a supervisor that needs to look for other agent's calls from time to time and It is a bit tedious to go over all the filters and having to match the exact phone number format, once you find the recording sometimes takes a very long time to load it, also the download format is very big, it would be better if it was a smaller file. Review collected by and hosted on G2.com.

The amount of documentation that is available Review collected by and hosted on G2.com.

There is nothing that comes to mind at this time. Review collected by and hosted on G2.com.

The API gives us the ability to automate most of our tasks in managing Genesys Cloud.

We are able to Create and remove accounts, modify user settings, change queue statuses, modify permissions and pull important information by script.

The architect is very straight forward and logical. it makes for easy building of call flows. The use of Divisions allows for the separating of different groups, and allows us to scope Management access by division. Review collected by and hosted on G2.com.

Some of the API documentation is a little vague.

Some users have complained that they must delete voicemails one at a time.

As with most VOIP systems there is an issue with users who have high latency. Review collected by and hosted on G2.com.

Genesys is a complete package and it can meet and exceed the companies business requirements. It gives businesses complete control of their contact center experience. Easy to set up, easy to use. All-in-one contact centre solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, text message and more. An intuitive interface makes it easy to use, whether you're an agent, supervisor or IT admin. Review collected by and hosted on G2.com.

It's a bit difficult to get a comprehensive analysis on some of our tickets these past few weeks from the new support engineers. But it's understandable as they still need time to adjust and learn the product. Review collected by and hosted on G2.com.