![]() They are usually able to resolve my issue in a day or so and that is greatly appreciated. I run in to issues periodically and need to open a support ticket. This takes reporting metrics to a whole new level. For example, iWD can be used to route back office work. They have the traditional voice routing, but now they have much more complex ways to route work to employees. Like I started in the Title of the review, they really are an all in one solution. I also really enjoy the variation in products they provide. This kind of central integration leads to a better picture of how the customer interacts with our business. Or to associate a Workitem with someone who has emailed us before. It is very easy to associate a chat with a voice customer. One of the things I love most about Genesys is how their products interact with each other so well. AIRCALL COMPETITOR FULLAlong with those we have the full reporting suites as well for real time and historical reporting. The VoIP system allows you to create numbers in 100+ countries so you can reach your customers wherever they are in the world. You can start customizing as you start onboarding your team members. It allows your team to start right away with easy set-up. We have inbound voice, outbound, chat, email, iWD, and WFM. Aircall is a modern phone system solution for modern businesses. Our company is fortunate to use many various products that Genesys has. My job is to program and develop for our in house Genesys applications. Overall, our company as a whole has had a great experience with using Genesys Cloud CX. We have the ability to build chat, email, SMS, and call flows all from this single platform which helps keep our systems consolidated and familiar. We have been on the Genesys Cloud CX platform for over a year now and it's made our capabilities to serve our customers much easier than before. Once we launched the platform to our agents, it was a seamless cutover and the Genesys implementation team was on standby for the next couple of weeks to make sure everything stayed smooth with the cutover. They even held "train the trainer" sessions to ensure our admins and department leaders were able to learn the new platform and that was also a huge help during training time. It started with discovery calls, process/flow diagrams, and reviews, then working sessions. The implementation team was very structured in their project management approach. Sure enough, the Cloud CX implementation team built, trained, and ensured our launch in 62 days of starting the project. They claimed they could also migrate and onboard our company into Cloud CX within 60 days. The pricing was competitive to the feature set that other CCaaS providers were offering and Genesys had several integrations that met our requirements and goals of a new platform. The discovery process was very thorough, and quick to present a solution from the sales team. AIRCALL COMPETITOR UPDATEWhen we started looking to update our call center software, we used a technology partner that helped us find the best solution for us. Everyone at Genesys is professional, knowledgeable, and prompt when working with them in any capacity. Partnering with Genesys for our call center needs has been great overall. ![]()
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