キャプテラ - 日本企業の最適な
ソフトウェア選びをサポートし18年
Genesys Cloud CXとは？
Genesys Cloud CXプラットフォームは、シームレスなカスタマー・ジャーニーにおけるオムニチャネル・インタラクションの管理と理解に役立つ次世代のオールインワンのクラウド・コンタクトセンター・ソリューションです。音声応答、チャット、メール、テキスト・メッセージなどに対応できる単一のツールを従業員に提供することができます。直感的なインタフェースであるため、エージェント、スーパーバイザー、IT管理者のいずれの場合にも簡単に使用することができます。週1回の機能リリースにより、現在だけでなく将来の顧客の期待に応えることができます。
Genesys Cloud CXの対象ユーザー
非常に簡単なオールインワンのクラウド・コンタクトセンター・ソリューションを求めているあらゆる規模の企業。
Genesys Cloud CXをご存知でしょうか？
別の人気製品との比較
Genesys Cloud CX
Genesys Cloud CXの他のおすすめ代替製品
Genesys Cloud CXの評判・レビュー
Improving the quality of service provided to customers.
製品を使ってみた感想： Our five insurance companies now employ a multichannel marketing strategy that combines inbound and outbound efforts to reach new and existing clients. In order to increase efficiency and boost customer satisfaction, we migrated from a purely voice-based system and a third-party Livechat to one that incorporates chat, SMS, and email. The downtime problems of the previous system were also addressed by Genesys.
良いポイント:
Genesys cloud cx has been an invaluable asset to our company as the industry's leading cloud contact center platform. The fact that it may be easily modified to meet your specific needs is another plus. It's constantly up-to-date, and it takes very little time and work to put into deployment. I'm satisfied with its overall performance, and I must say that it's unusual to come across such a fantastic, bug-free, and straightforward platform.
改善してほしい点:
We finally found a means to communicate without breaking the bank with Genesys cloud cx. It's something I'd suggest for companies of any size.
Contact center Migration Experience
製品を使ってみた感想： Over migration experience and operation is good, Product is reliable.
良いポイント:
UI, Reporting, IVR capabilities, Compliance
改善してほしい点:
Work force engagement and Management Solutions
A Robust Tool for Modern Businesse
製品を使ってみた感想： In short, is a powerful tool that, despite its complexity, can significantly enhance how businesses interact with their customers.
良いポイント:
It integrates everything seamlessly, making customer interactions smooth and efficient. The built-in AI is a game-changer, predicting customer needs accurately. Plus, the user interface is super intuitive
改善してほしい点:
It can be a bit overwhelming at first. There’s a lot to learn, and the sheer number of features can feel daunting. It’s powerful, but it definitely has a learning curve.
All the reasons to continue to be a leader in Gartner's Magic Quadrant
製品を使ってみた感想： We used the solution to consolidate and improve efficiency across channels. we have improved both internal and external stakeholders experiences and we automated quite a few of our flows. The platform is very intuitive to use and powerful but at the same time it is missing some basic features, especially in the area of quality monitoring or reporting on chatbot interactions.
良いポイント:
User friendly interface (intuitive and easy to use). Implementation was not difficult. More indicators available (than previous solution we were using). Overall, it is a very powerful platform for omni-channel.
改善してほしい点:
Reporting is below expectations, especially for quality monitoring. The backlog for new developments is continuously delayed.
Good system for overall use
製品を使ってみた感想： Largely positive. We have been disappointed with lack of sophistication for outbound dialling campaigns. Given our previous software could deliver this with ease
良いポイント:
Modern features and omnicentre. Frequent patch updates.
改善してほしい点:
Lacks sophisticated outbound dialling. We require reverse priority so newest contact is highest priority but the system struggles with this.
