Complete and efficient system for contact centers

What are the best aspects of this product?

Efficiently addresses various call center concerns through meaningful solutions such as voice calls, chats, messages and social media. Genesys allows seamless routing of interactions with the use of various resources too, while applying factors such as agents, agent teams and business line among others. It comes with cool configurations that meet the demands of our company amazingly.

What aspects are problematic or could work better?

Learning materials for using Genesys are not easily accessible, such as their eBooks that cannot be accessed remotely. Video guides about using the platform seem outdated and don’t have enough interaction as well. On a different point, Genesys is popular for its excellent customizability, but that is because a Genesys expert is needed to make quick changes to customer profiles.

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

The platform easily handles various modes of interaction that comes in different file formats. This lets our company make use of such interaction efficiently.

Are you a current user of this product?

No