Compare Genesys Cloud CX и Next Best Activity

Benefits:

It is very easy to find my way around, make quick changes on the fly and administer from anywhere in the world. The amount of new features coming o... Read more

It is very easy to find my way around, make quick changes on the fly and administer from anywhere in the world. The amount of new features coming out weekly was also a huge selling point for us and watching the system grow and evolve has been fantastic.

Drawbacks:

I would like a few more fine-grained features such as being able to customize the hold experience per flow and being able to take some of the globa... Read more

I would like a few more fine-grained features such as being able to customize the hold experience per flow and being able to take some of the global features and making them IVR/queue based due to requirements of different brands that I manage.

Summary:

Genesys Cloud has been amazing for our company since moving across from PureConnect. In this new "Work from Home" world we live in, it has been a m... Read more

Genesys Cloud has been amazing for our company since moving across from PureConnect. In this new "Work from Home" world we live in, it has been a massive contributor and backbone to our strategy and has allowed us to continue operating successfully during the Covid period.

Benefits:

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 ti... Read more

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.

Drawbacks:

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 Voi... Read more

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.

Summary:

Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users. We have seen good mov... Read more

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.

Benefits:

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

Drawbacks:

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

Summary:

Benefits:

Once you are familiar with the best way to search for calls and how to utilize a call page to get information then the software is easy enough to u... Read more

Once you are familiar with the best way to search for calls and how to utilize a call page to get information then the software is easy enough to use. In terms of profile information for agents it works well. I think the Queue activity is a good function of the software and allows me to monitor the status of inbound calls easily enogh.

Drawbacks:

I feel like I get inaccurate info with this product. For instance, the duration of calls is never accurate (I mean never). Many times the agent who... Read more

I feel like I get inaccurate info with this product. For instance, the duration of calls is never accurate (I mean never). Many times the agent who actually conducts the call does not appear on the list when searching for a call and the timeline can be inaccurate too (not all the time though). My main issue with Purecloud's system is just how often it crashes. I rely on this system daily in order to monitor my agents and I will sometimes need to quickly jump into a call in order to gather info, only to ve given a message that the call data could nto be loaded. I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.

Summary:

Overall, my experience with this software is mostly negative and I don't know if I'd recommend it to other companies who are looking for a reliable... Read more

Overall, my experience with this software is mostly negative and I don't know if I'd recommend it to other companies who are looking for a reliable piece of software they can use everyday.