An excellent contact centre platform

What are the best aspects of this product?

Genesys is a stunning contact center platform that leverages the upsides of utilzing a single system rather than opting for different silos. The obvious one is the 360-degree ominchannel customer interaction history that makes you forget all about hotline amnesia.

What aspects are problematic or could work better?

Newer products require careful attention and a bit of time for them to mature. But it's all set up, it functions well. But there have been instances where varying configurations are needed to achieve what's favorable. Not many recommendations area available.

What specific problems in your company were solved by this product?

We were able to route a handful of contact on multiple channels to agents in over 40 cities. It's dependable and stable. With the right guys on board it can be simple to operate. We made it possible to take things to the next level with customer service.

Are you a current user of this product?

Yes