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Genesys is a one stop shop for omni channel orchestration
What do you like best about the product?
Designing customer service journeys is made seemless with an intuitive interface and robust training/certification program.
What do you dislike about the product?
Support provided by a 3rd party vendor is often lacking and requires multiple requests for follow up information.
What problems is the product solving and how is that benefiting you?
Genesys provides a 360 view of our organization's customer interactions in a single user interface. Genesys solves the problem of a fractured experience for both customers and employees.
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Diverse product
What do you like best about the product?
There is a lot of information that you can utilize in your reports, and you can filter out what is necessary for each department, creating different views depending on your needs.
What do you dislike about the product?
The disconnect information is more complicated than it needs to be.
What problems is the product solving and how is that benefiting you?
By using Genesys Cloud, we were able to integrate 2 instances that were separated previously, and now we can transfer clients between them.
Genesys Cloud
What do you like best about the product?
What I like best about Genesys Cloud CX is its ability to seamlessly integrate multiple communication channels, enhance efficiency through AI and automation, provide deep insights through advanced analytics, and offer a user-friendly, scalable, and reliable platform. These features collectively contribute to a superior customer experience and optimized contact center operations.
What do you dislike about the product?
While Genesys Cloud CX is a powerful and versatile contact center solution, its high cost, complex initial setup, steep learning curve, occasional performance issues, limited customization for smaller businesses, and integration challenges are areas where there is potential for improvement. These factors can affect the overall user experience and may require businesses to invest in additional resources and support to fully leverage the platform's capabilities.
What problems is the product solving and how is that benefiting you?
Advanced Analytics and Reporting. The powerful reporting and analytics tools provide deep insights into customer interactions, agent performance, and overall contact center metrics. These insights are invaluable for making data-driven decisions, identifying areas for improvement, and optimizing operations. The ability to generate detailed, customizable reports helps in continuously enhancing the customer experience.
Genesys, the platform that brings Omnichannel capability and brings AI to Contact Center
What do you like best about the product?
Genesys brings to their CCaaS solution AI powered solutions like Predictive Engagement, Predictive Routing and Sentiment Analysis that is a step beyond compared to other solutions on the market. Another aspect that I can mention is the ease of integration since Genesys has a large amount of out-of-the-box "add-ons" that can be found in the Genesys AppFoundry website.
What do you dislike about the product?
- Genesys conversational bot: the solution itself lacks of innovative items like Generative AI embedded support while generating utterances and a built-in test suite.
- Limitations on analytics markups on chat/voice flows
- The rollout of an Architect flow to production environment could be problematic if the appropriate care was not taken while developing Architect flows (ID mismatch)
- Limitations on analytics markups on chat/voice flows
- The rollout of an Architect flow to production environment could be problematic if the appropriate care was not taken while developing Architect flows (ID mismatch)
What problems is the product solving and how is that benefiting you?
Genesys is dealing with voice interactions and third-party bot integration while providing the interaction transcription and sentiment analysis. With the platform we can also leverage the Active Directory integration, the quality monitoring, reports and realtime capabilities to follow the business operation
Comprehensive and User-Friendly Contact Center Solution
What do you like best about the product?
Our company has been using Genesys Cloud for around 7 years, our experience has been positive. Some of the main featurs that stand out for us are,
The Ease of Use, Genesys is with its user-friendly interface allows ours agents to naviagte with ease, from running reports, to transfering to agents, ACD queues.
Genesys also have weekly releases, with features that allow us to use their built in features as opposed to building our one custom intergrations. We currntly do have a couple of custom intergrations due to our business requirments.
Integrations with third party vendors is a stand out, we currently use Twilio SMS functions with Genesys cloud, this was a very easy deployemnt that allowed us to utlise more of the digital chanels.
We also seamlessly integrated it with our Salesforce orgs and other third-party applications such as AWS (event bridge, cloud watch, s3 and lambda) .
Overall, Genesys Cloud has proven to be an excellent choice for our contact center.
The Ease of Use, Genesys is with its user-friendly interface allows ours agents to naviagte with ease, from running reports, to transfering to agents, ACD queues.
Genesys also have weekly releases, with features that allow us to use their built in features as opposed to building our one custom intergrations. We currntly do have a couple of custom intergrations due to our business requirments.
Integrations with third party vendors is a stand out, we currently use Twilio SMS functions with Genesys cloud, this was a very easy deployemnt that allowed us to utlise more of the digital chanels.
We also seamlessly integrated it with our Salesforce orgs and other third-party applications such as AWS (event bridge, cloud watch, s3 and lambda) .
Overall, Genesys Cloud has proven to be an excellent choice for our contact center.
What do you dislike about the product?
While the current built in reporting capabilities are robust, there is room for improvement in terms of customization and ease of use.
What problems is the product solving and how is that benefiting you?
A primary issues was managing customer interactions across multiple channels efficiently, such as chat, voice and email before adopting Genesys.
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.
Genesys Cloud CX Platform
What do you like best about the product?
It's easy migrate to from other platforms, omnichannel CCaas solution, upcoming AI makes life easy at CC
What do you dislike about the product?
New to this platform. Nothing as of now, may be able to answer this after 6 months.
What problems is the product solving and how is that benefiting you?
It's stable solution so most os the issues we faced with previous platform are no more exist
Genesys vs everyone
What do you like best about the product?
We completed a year-long RFP process comparing multiple vendors. We found the Genesys account team to be the most ethical and honest, often scoring themselves lower or marking features as not available, even when they had them. In contrast, other vendors typically scored themselves higher or took credit for features that you could build yourself using an API but did not inherently have.
The other four reasons include their API-first approach, which we found to be the most developer-friendly with the most customizable features.
The other four reasons include their API-first approach, which we found to be the most developer-friendly with the most customizable features.
What do you dislike about the product?
The reporting package in Genesys is very lacking by default. It wasn't until we were far into the project that we learned about A3S. This should be the default reporting package, not an add-on solution. A3S has all the features you'd expect from the base reporting platform for a major enterprise-sized contact center platform.
What problems is the product solving and how is that benefiting you?
Our current contact center platform is aging and needed to be replaced with a more modern solution. Primarily, Genesys' focus on an API-first approach is the greatest benefit. Their API-first approach, which exposes all features internally, ensures that we can not only deliver immediately but also customize down to the most intricate level.
Great product
What do you like best about the product?
Compared to others, turnkey and easy to deploy
What do you dislike about the product?
Not much challenges so far.. more growth on crm side?
What problems is the product solving and how is that benefiting you?
Ease of going to cloud
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