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Genesys support is very good.
Customer service varies as sometimes I receive a good response, and other times I need to escalate issues and involve engineers from Oracle in an OWC session.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
The scalability of Genesys is excellent.
Initially, we had ten ERPs, and I have added more since.
Genesys is brilliant concerning stability.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
Simpler integration capabilities.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
The integration of CTI within the IT system is a particularly valuable feature.
There are ERP connectors available for Oracle middleware, enabling seamless integration through a drag-and-drop interface.
There is also a focus on maintaining efficiency, and it is a significant time saver.
Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.
With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.
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