Frame.io in New York offers a video collaboration platform, supporting the video editing process by providing creative teams with time stamped comments, annotations and hashtags, and an accelerated sharing and approval process, as well as integrations with popularly used editing tools (e.g. Final Cut Pro) to enhance the editing and collaboration process.
$15
per user/per month
Genesys Cloud CX
Score 8.5 out of 10
N/A
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
The best thing about frame.io (and the reason we subscribed to the service in the first place), is it is very easy for clients to give notes when reviewing videos we produce for them. It allows them -- forces them, actually -- to give frame specific notes, so there is no confusion about what shot they are talking about. The one thing that would be nice would be another area for clients to make more global, general notes, so that both the global and specific notes could all be referenced in one place. But overall, had this service for about three years and still very happy with it.
As mentioned above, Small & Mid level contact center make use of Genesys Cloud CX features well. The predictive routing is one useful feature for them. However Large Scale businesses require segregation & multiple routing & queueing options in Genesys Cloud CX. Some customers has budget constraints as the platform's most comprehensive features come at an extra cost.
Simple UI. Its drag and drop interface makes uploading and organizing something that happens inherently. Versioning is a huge issue when reviewing videos and frame allows you to keep old versions while prioritizing updated edits on the same link.
Frame.io allows you to make accurate notes on a video down to the frame - including drawing on a frame to indicate exact details your notes refer to. This allows for your post team to know exactly what the note-maker is referring to.
Privacy settings. Frame has an easy way to manage sharing by providing a "review link" and a "presentation" - this allows you to limit whether a reviewer has access to provide notes or just to review an edit. Simple password protection is an option for any review as well as the option for allowing a file to be downloadable.
We have a project, for example, in a solar energy company, where we do all the customer support services of the solar energy platform from contracting, new products, SAC, and so on. With Genesys Cloud CX, we are able to put the service platform into operation on the contractor's website, where the customer enters the site and he already starts the interaction, he can finish a contract and everything, all on the same platform. For example, if he enters by chat and he comes back by email, it doesn't matter, he can follow and continue with his interactions in the same way.
Though I love the integration with After Effects, it's a tiny bit buggy from time to time. You'll need to re-sign in once a week (at least, this is what my tests have determined) and there is an issue with timeline jumping. If you click onto a comment, the timeline takes you to the problem area, but if you move the playhead elsewhere and click onto the same comment, it will not return you to the location. You must first click onto a different comment, then back onto the original. It's silly, and to me, a bug that will be resolved eventually.
Frame.io does not provide an archiving feature, so it's a bit of sore spot to delete old videos. When running into storage problems, which you might depending on your plan, you'll need to remove old videos.
Video links play natively at 560p. I don't understand this, as 720p or 1080p should be the standard playback resolution. This means some clients might not be as technologically-savvy, and won't think to click onto the resolution button to upgrade the resolution playback. I've had clients ask why the video was "low-quality" when they needed to change the resolution. This feels like boneheaded development to me.
We can see the bot and the digital side is growing at the moment, but there are still a couple of gaps that we think about. So as I say, every customer comes through our bot, but we don't have an easy way of exporting what they're actually telling us. We can see a snippet throughout the day and we can retrieve, I believe, 250 of the most recent things, but we get about 3,000 calls a day. It's a snapshot of what we're actually getting. It's the analytics piece that we'd like to see enhanced a bit.
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
I've used other video review systems, Frame was the only one I didn't question how they allowed you to review - I just started reviewing. It's that simple. It's easy to set up projects, invite collaborators, and then provide a final cut for download. It's naturally built for the kind of work that TV/Film & video production companies do.
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.
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.
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.
I've only reached out to Frame.io a few times but they responded quickly and offered achievable solutions. The fact that I haven't had to reach out to them more is proof that the platform is easy to use, reliable, and can run on its own. The only issues we have had were related to uploading issues on our end.
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
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
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.
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.
Frame.io is better when being compared to the Google Drive as a platform just because of the usability. Frame.io has a more simple design format, that makes organizing projects and file structures much more readily available when doing a quick search. The ability to review and comment on the different projects is also better in Frame.io as it shows who said what and at what timecode they are referring to.
So we came from Avaya where we were using their Oceania PR platform, which was similar to this but nowhere near as good. It was actually very poorly run when we started looking at moving away. We had to narrow down between Genesys and NICE. So I like both platforms but Genesys, as an overall platform, just made more sense for us.
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.
Genesys Cloud CX is designed to provide organizations with flexible and scalable software which can be deployed across multiple departments and sites as needed. Great approach
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.
Cost savings-wise, I think our abandonment rate has actually gone down drastically with moving to Genesys Cloud CX.
First-call resolution has gone up quite a bit by using Genesys Cloud CX. Even the number of tickets, to be honest, has come down. We have to handle on a day-to-day basis, which is cost savings by itself, which which leads to agent productivity. So all of those are beneficial.
