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Companies of all sizes looking for a radically easy, all-in-one cloud contact centre solution.
Best for small, medium, and enterprise businesses who want to onboard customers, sell their products/services, and offer faster support on social messaging apps.
Very easy to use, master of unified communications. Easy to deploy and helps improve sales, provide better customer experience and track agent performance & share feedback with the team.
Prone to outages and glitches, though admittedly some of these could be due to network errors within the company.
Overall I am excited to continue to use this product I do think it’s going to have a lot of great assets.
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.
Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users.
G Cloud is not as "self sustaining" as we were lead to believe but as we move through the learning curve we see less struggle.
Great product with very comprehensive and flexible functionality Easy to use.
A Step Up From Previous Call Center Software, But Prone To Errors.
It has been a very helpful tool to the customer experience team, more than 7 agents are currently handling our WhatsApp channel because of the help of ebanqo, we are very grateful for this.
The Mobile App closes each time a chat has been ended and then I will need reopen it which takes a few moments. This is inconvenient when we are busy and dealing with several chats at one time.
It's been a great experience, it has also helped to improve our customer's experience and increased customer satisfaction.
The frequent updates and error responses that come after.
The analytics and reports available have been the best feature so far. Also, the Ebanqo Team has been supportive through the on boarding process of the software.
Its consumes much network, and also makes the platform slow and drags alot.
It's a good platform which helps to aggregate and streamline all customer communication channels.
Although escalations are attended to in a timely manner, there seems to be a time lag in the resolution of such which sometimes lead to service disruption.
Bernard G.: Hello, I'm Bernard, business cloud communications consultant reviewing the Genesys Cloud which I would give a five out of five. For more information, click below. Prior to using Genesys Cloud, an on-premises aspect call center was being used. With the recent COVID situation, it wasn't ideal for remote agent solutions, and as such, the Genesys Cloud solution was the perfect answer. Genesys Cloud was selected after reviewing several different providers with the main criteria of being a complete provider of both call center contact center and unified communication solutions. The Genesys Cloud solution provides a complete portfolio for the business, and for that reason, it was the perfect solution for the organization and that's why we implemented it. Getting started with Genesys Cloud was relatively easy, but it did take some preparation work to get things started. By mapping out the user profiles and the routing logic, we're able to implement it. It took a little bit of time, but nothing that really prevented us from having a clean cut-over and having this solution go live. For those evaluating Genesys Cloud, I would recommend working with a value-added reseller that has experience in your vertical industry. For our industry, it helped having a value-added reseller that really knew the intricacies of integrating with solutions such as salesforce.com that we use. By taking advantage of their experience and the Genesys Cloud, it resulted in a smooth implementation that ultimately makes the callers and the employees use the solution effectively, and as a result, truly a success.
Prioritize real-user-identified key features according to your needs to find your best fit.
Genesys Cloud CX
Top FeatureseBanqo
eBanqo
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