Likelihood to Recommend Ad testing:
PTS: needed to bring a new senior marketing team member up to speed on how we got to our current TV campaign Solution: Series featuring consumer insights, why specific spokesperson, agency brief, the entire creative process - scrips, animatics, rough cuts, feedback, and testing at each step. Including the actual creative from each step. Total time to build: 1 hour Concept testing:
PTS: things get lost, findable but version control Solution: everything in one placeConcepts, testing, IHUTs, verbatims, videos with transcripts. Reduces the possibility of missing something, helps with any builds (reuse), but gives us a the chance to dig deeper. Example: search on terms like "indulgent", or "crispy" or "share" much faster Total time to build: 1 hour Read full review As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
Read full review Pros Quickly reach out to whatever employee segment you want to reach by posting a topic and it will send a notification to everyone in that group with a link to the posting. Bloomfire saves all of the previous posts so in your free time you can go to the site, and explore the various range of topics others have posted. The information on there will only be as good as the person posting it, but it will be people within your company and industry posting it. So it will always be helpful. Bloomfire is a place to be noticed by your peers. Have a great topic you want to express, my company allows all to post there as long as we keep it professional. So you can share your ideas or experiences in a safe and productive manner. But we do have some fun on there too! Read full review One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it. Read full review Cons I would recommend adding a feature to combine different posts/series by job title (so in addition to the Revenue Ops category, there could be a structured walkthrough for Revenue Manager). Live Q+A sessions for group onboarding initiatives. Ability to label bookmarks by priority/job type. Read full review Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better. I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing. Read full review Likelihood to Renew Most likely we will renew, our team needs a refresher on possible opportunities to advance our usage and learning of opportunities to move this answer to a 10, can't live without it.
Read full review The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
Read full review Usability Bloomfire is an easy-to-use platform for posting information and asking questions of my peers. It also has a user-friendly search capability. Yet like any other CMS, the secret to success rests in such items as the ability to use metadata to tag content or posts, and Bloomfire provides a wide range of options to make posting content and subsequently searching for it.
Read full review Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
Read full review Reliability and Availability We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
Read full review Performance The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
Read full review Support Rating I have not needed to pose questions to the support team yet, as it is a very simple piece of software to use, however, its help documents and the bot ready to answer questions let me know I am in good hands. The help center could load a little quicker, but that's my only complaint.
Read full review Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
Read full review In-Person Training Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
Read full review Online Training I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
Read full review Implementation Rating The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
Read full review Alternatives Considered I like Bloomfire because it is more concise with the work I do whereas Google search engine would provide broader information. It has just been so user-friendly, and easier to use [than] I could have imagined. I would use this program over any other that I have tried in the past.
Read full review We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
Read full review Contract Terms and Pricing Model Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
Read full review Scalability We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Read full review Professional Services Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
Read full review Return on Investment Feedback from users in being able to perform transactions for members has greatly improved. There has been an increase in engagement of material presented in posts by learners in training classes. Reps and agents say they feel confident they can easily locate information if ever there is a need on the front line. Read full review That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances. Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing. In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing. Read full review ScreenShots Genesys Cloud CX Screenshots