Yes, Genesys Can
Updated March 10, 2022
Yes, Genesys Can
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Multicloud CX (formerly Genesys Engage)
As an Akbank, we are using Genesys Engage with almost all components other than EWD solution. Akbank is the leader company for the new call center technologies. Therefore, if there's a new application or new Genesys module showed up, we're insisting on learning and loved-to-use for our customers. We're launching Proactive Chat and Vidyo solutions in order to increase customer experience for customers. Since we've launched ClicktoCall (voice, chat) feature in our mobile bank application, we got positive feedback from our customers. Create proper and less supervisor process in order to manage Agent's shifts via using Genesys WFM. Other than this, Social Engagement has been integrated first at Akbank in Turkey. Our customers contacted us via Twitter and Facebook channels easily. So that using Genesys Engage, we have received a good portion of the customer interaction via non-media channel. Agent or Call based issues is solved via using InfoMart reporting. Using Genesys IVR for enhanced capabilities in order to design dynamic IVR functions. Using powerful routing capabilities for voice and non-voice media channels. Genesys Engage is being used by CallCenter side (Inbound, Outbound, SocialMedia, Chat, Video), however, it's not being used in our bank branches.
Pros
- Using Genesys IVR for enhanced capabilities in order to design dynamic IVR functions.
- Using powerful routing capabilities for voice and non-voice media channels.
- WebEngagement module as we used ClickToCall in our mobile bank application along with chat session. So that when our Customer(s) are authenticated in the mobile app, they can easily connect with our Customer representative without waiting in the queue for a long duration. It helps to decrease average waiting time and increase Service Level.
- Support team; especially e-Services segment of support which provides an immediate solution and detailed information for the specific problem. They're really taking care of the cases and provide WebEx session without asking.
- Genesys Customer Advocacy Program would also be effective way to get in touch with customer
Cons
- Other than product defects or bugs, we've seen that Genesys documentation can include more specific information about installation, deployment, and administration. New documents/release notes should include the previous DOC information as well. Sometimes, I've recognized that I couldn't find useful info in the new document/release note, cause it's been deleted.
- In urgent cases, Genesys should provide WebEx session and chat immediately without asking logs and other information.
- Need to improve Social Engagement module by adding new social channels. Nowadays, customers have lots of alternative channels to complain such as Instagram, YouTube, Google+. Therefore, we would like to see more alternative social media plugins in Genesys PureEngage.
- Need to improve Reporting. Real-time and Historical. Default call center statistics should be prepared as Avaya do. No need for extra configuration. Also, real and historical values should be identical.
- More technical tutorials and courses can be released on support site.
- Genesys and Vidyo integration isn't easy and need to have professional services from both sides. Therefore, it's better to have well constructed documents in order to handle integration better.
- ININ and Avaya
ININ is an all-in-one solution, however, Genesys has a modular structure. Therefore, it has a good opportunity on the technical side, such as maintenance and upgrade/downgrade. You don't need to do maintenance on all solutions, it's just the related module that needs to be upgraded via Genesys Engage. It has B2B compatibility with its components. Avaya is more liked and known as a hardware-based CallCenter product, whereas Genesys Engage is software-based and there's no OS dependency which provides a good opportunity for us to use whatever OS for installation as we like.
- Retail Sales Representatives may use Genesys in Bank branches.
- New integrations for the new solutions provided by Genesys Engage
- More cloud solutions for us to use.
- the regulatory and supervisory board to act more transparently on the cloud and to set the necessary infrastructure and permissions for transition
Do you think Genesys Multicloud CX (discontinued) delivers good value for the price?
Yes
Are you happy with Genesys Multicloud CX (discontinued)'s feature set?
Yes
Did Genesys Multicloud CX (discontinued) live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Genesys Multicloud CX (discontinued) go as expected?
Yes
Would you buy Genesys Multicloud CX (discontinued) again?
Yes
Genesys Multicloud CX (discontinued) Feature Ratings
Genesys Multicloud CX (formerly Genesys Engage) Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Support understands my problem Support cares about my success | None |
Not Sure
Yes - We reported a bug which is related to TServer for Cisco. TServer installed in Linux environment. Mainly the issue happens in between jtapi and Cisco.
Actually resolution took time, because of Cisco or Jtapi version and the environment factor reflect to the time of resolution. New versions have been tried but Genesys never give up for solution and at last the issue was resolved.
Actually resolution took time, because of Cisco or Jtapi version and the environment factor reflect to the time of resolution. New versions have been tried but Genesys never give up for solution and at last the issue was resolved.
I don't remember and don't know to get an exceptional support from Genesys directly but our Genesys Partner are always wşth us if any issue arouse or if we reported. Therefore, we may say that Genesys indirectly give us exceptional support. Other than this there would not be any other example in my mind.
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