Genesys Cloud CX | Workflos AppStore

Genesys Cloud CX

4.2

176

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Genesys Cloud CX is a cloud call center solution and customer experience platform that connects insights across teams, tools, and interactions to transform the customer experience. It offers smart automation across the entire customer journey, a suite of digital capabilities, and the ability to easily extend the suite with third-party integrations and applications. With real-time dashboards, simple management tools, and analytics, Genesys Cloud CX provides the insights needed to run a business and innovate with upgrades each week.

Website

https://www.genesys.com/genesys-cloud

Strengths

Scalability

Ability to handle large volumes of customer interactions
Omnichannel support

Support for multiple communication channels
AI-powered automation

Automated workflows and intelligent routing

Weaknesses

Complexity

Steep learning curve for new users
Limited customization

Limited ability to customize workflows and interfaces
Reliance on internet connectivity

Service interruptions due to internet connectivity issues

Opportunities

Opportunity to integrate with other business systems
Opportunity to expand into new geographic markets
Growing trend towards cloud-based software solutions

Threats

Competition from other cloud-based CX solutions
Growing concerns around data privacy and security
Potential impact of economic downturns on customer demand

Ask anything of Genesys Cloud CX with Workflos AI Assistant

https://www.genesys.com/genesys-cloud

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Review Distribution

👍

High - rated users

Reporting dashboards, admin interface and agent UX are easy to use. WFM and QA portions work great.N/A.
🤔

Average - rated users

Single screen for agents to support voice, chat, email and SMS contacts. Increased email productivity and made reporting much more effortless.Cherry-picking of emails and visibility to the entire email queue is limited. Chat is not PCI compliant for accepting credit cards. Architect is complex and requires developers to set up queues.
👎

Low - rated users

Terrific analytics that are easy to access. Easy to add/remove or change users instantly when needed.Limited chat platform. Poor email ticketing system. Doesn't allow viewing/assigning of email tickets. Frequently buggy.