Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users.

The user interface is instinctive and so user friendly.

There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail.

I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.

I least like the customer support and change management. We have had issues during normal working hours with no warnings because changes were made and were not communicated.

Mine overall experience pretty good and i have learnt lot of new things in this platform, so its really helping me to grow in my career in technical front.

MOS scores for every call built in (intelligent analysis tool). Concurrent model allows to scale at lower additional costs compared to named model.

Genesys pure cloud side, we generally use social media integration, which is good to have Twitter and facebook to use it.

Lack of basic functionality such as copy and paste. Java can be slow to respond.

Self serviced, easy to use SaaS solution for your customer care environment.

To have all this without having to have an on premise environment is amazing.

Layout, very nice to look at and relatively user friendly. Combination of staffing outlook when viewing a timeline.

The Beta Community has been equally as fantastic given it provides us an opportunity to test drive new features before GA.

The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for.

So, far we can't fault it and have seen an uplift in sales, customer experience and internally the learning curve is a breeze and our users find it easy to use. Which saves time and money overall.

It is difficult to determine where calls are going. The system does not currently record calls between users.

Email search - Unable to search emails by any text or subject. Unable to resign emails.

Customer service is not good in my experience, their responses were always delayed. They had  several site outages that impacted production.

Some of our employees will work 1 day a week and the return on an employee for working such minimal time is difficult to see how the Agent pricing model works for us.

Amazing integration with several applications like salesforce, chat bot, emails, whats app.

They provided dedicated personalized support during our roll out/go live and have continuing to support us through our ongoing business as usual operations ever since.

It is sometimes difficult to understand the menu. For example, I was not sure how to call someone without asking first.

Everything inside G Cloud is very user friendly. The features and integrations that are available have helped our organization grow and develop to be more productive and  innovative.

I liked this software because of its ease of being modified to meet our specific needs but on the other hand it needs to review its cost.

Intuitive to use, powerful capabilities with built-in worforce management (scheduling) and quality management.

We really enjoy the the Ideas Lab/Community, which allows us to recommend and promote/upvote new features/functionality.

The best thing is, it is really ready to go software for the contact centres, you can even start to work on day 2 with a simple integrations.

It is easy to use this product it is like a rock.

I like the ability to have so many features all in one solution. This allows us to operate with minimal 3rd party vendors and helps minimise costs.

As this is a SAAS platform, the updates from Genesys also really important and it seems they are doing this really good.

The interface is easy to use and there are several reports templates to provide historical information for the interactions, performance, queues, etc.

Process automation and technical testing. It has allowed me to grow professionally and improve costumer experience.

The menu icons make it easy for you to identify the tools you need. The live chat functions while on calls are extremely useful and easy to access.

Seamless integration, great product and feature rich under continual development - all in one place resouce.

The phone tree has a few glitches to be aware of, and is difficult to learn so mistakes are inevitable if you make changes in house.

My overall experience is a with Genesys has been great. The cloud is the future of landlines.

The local product support and channel in Africa is lacking or Genesys have not exposed this to us. Very frustrating having to deal with an offshore direct relationship in EMEA.

PureCloud offers terrific analytics that are easy to access. It's also easy to add/remove or change users instantly when needed.

Overall it has been a learning curve without any formal training, but after a month I had a pretty good idea on what I was looking at.

More ringtones needed - only one provided and it gets very irritating when in an office. Email interactions function needs refining.

It's an expensive product that struggles with concurrent licensing models and mixed license types.

Based on UK and yet their pricing is very attractive.

Really fast and friendly customer support and easy to use software.

There is also a well build mobile application available.

It has to be removed from the apps libraries, you can't have an app that can't be used it gives a really bad image to the company, in our case we have simply forgotten that Jitbit has an app.

There's not a lot because every time I find a challenge or a missing feature, the Jitbit team is quick to review and address it.

Enterprise-class helpdesk app, so many features. Love the automation module, we use it to manage our SLA rules and automatic notifications.

This helpdesk has the best UI in the niche, cool automation features, some nice integrations (we needed JIRA), but it definitely misses Twitter/Facebook integrations.

I find the JitBit helpdesk application to be a very easy to utilize. The web interface is very clean and quick.

Easy to follow tracking of tickets & updates. Ability to easily add custom fields, categories and ticket types.

The interface is clean, and simple to use both from a tech and end user perspective. Unlike other helpdesk software on the markets the message thread is clean and easy to read.

We can handle our helpdesk perfectly with jitbit, keep our knowledgebase and everything works as smooth as silk, our customers are happy with it, so it's a great helpdesk platform.

With the logging problem above, reporting doesn't handle tracking tech calls very well as they are logged on behalf of another user. We had to write custom reports to handle this.

It is great ticketing system, that gives us the full visibility of IT workload.

Low cost, does everything I needed it for. Ease of use and easy to administer.

JitBit is a great tool for teams with a lot of techs.

Flexibility, speed and ease of use are what make this software the premier application for a Web based HelpDesk.

The layout works well as far a workflow goes. I really like all of the integrations Jitbit has built in to everyday tools I use.

Email-to-ticket integration work flawlessly, but the UI design is what we appreciate the most. Not cluttered, not overloaded with tons of checkboxes etc.

SAML single sign on to Active Directory is flawless. We hooked up both ICT and Facilities.

Really responsive to our crazy feature requests. And the on-premise version option is a nice addition, we might decide to move to it some day.

Low price, responsive customer support, very nice UI.

It reminds me of a system that has all the strengths of Zendesk, without any of the weaknesses. It's easy to use, easy to read, and you can teach a new employee to use it in a day.

Customer service is excellent and friendly. The product is really easy to use and a great price for the value.

Lack of social media integration, but you hack your own using Zapier.

Scripting/Automation/SLA tools makes automating jobs easy. Integrated knowledge base capabilities.

Worst customer service ever, The App doesn't work.

The ability to change an email into a Ticket saved hours of support.

US Dollar

Genesys Cloud CX™ cloud contact center software transforms your customer experience. It connects data across teams, tools, interactions so you have actionable insights to address customers problems with ease on any channel, at any moment, beyond just the call center.     Genesys Cloud CX is trusted by thousands of small, medium and large enterprises and recognized as an industry leader across the globe.
With pervasive automation, you can take the right action at the right time to create the best outcome. 
Give your employees the information they need in one application built to engage your employees and boost your team’s performance and is intuitive to use. 
Use Genesys Cloud CX™ as an all-in-one application, easily add hundreds of packaged integrations, or customize the platform and make it your own. 
It deploys in days and continually innovates with upgrades each week. With real-time dashboards and up-to-the-second analytics, Genesys Cloud CX™ provides the insights you need to run your business—no matter where your agents are located. 

LongDescription

Real-Time Analytics

Call Transfer

Online Voice Transmission

Quality Management

Surveys & Feedback

Multi-Channel Management

Text Analysis

Performance Management

Document Storage

Access Controls/Permissions

Activity Tracking

Transfers/Routing

Customer Segmentation

SMS Messaging

Real-Time Monitoring

Customer Service Analytics

IVR/Voice Recognition

Automatic Call Distribution

Voice Mail

Auto-Dialer

Blended Call Center

Communication Management

Customer Database

Call Recording

Call Logging

Calendar Management

Collaboration Tools

Automated Routing

On-Demand Recording

Call Center Management

Call Disposition

Progressive Dialer

Data Import/Export

VoIP

Call List Management

File Transfer

Call Routing

Process/Workflow Automation

Email Templates

Self Service Portal

Text to Speech

Customer Experience Management

VoIP Connection

Help Desk Management

Outbound Call Center

Screen Sharing

Mobile Access

List Management

Proactive Chat

FCC Compliance

Survey/Poll Management

Real-Time Data

Transcripts/Chat History

Call Scheduling

Performance Metrics

Inbound Call Center

Call Scripting

Phone Key Input

Hotkeys

Call Reporting

Multi-Channel Communication

Complaint Monitoring

Queue Management

Role-Based Permissions

KPI Monitoring

Social Media Integration

Unified Communications

Multiple Scripts

Predictive Dialer

Email Management

Caller ID

Ticket Management

Campaign Specific Caller ID

File Sharing

Activity Dashboard

Alerts/Notifications

Computer Telephony Integration

Reporting & Statistics

Predictive Analytics

Knowledge Base Management

Telemarketing Management

Website Visitor Tracking

Real-Time Chat

Chat/Messaging

Real-time Consumer-facing Chat

Macros/Templated Responses

Interaction Tracking

Dashboard

Manual Dialer

Multiple Parties

FTC Compliance

Alerts/Escalation

Real-Time Reporting

Conferencing

Power Dialer

Open Database Design

Reporting/Analytics

Contact Database

Cloud 1: $75USD per user, per month (annual payment available)

Cloud 2: $110USD per user, per month (annual payment available)

Cloud 3: $140USD per user, per month (annual payment available)

For enterprise-level planning, please contact Genesys for more information.

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

11-50

51-200

201-500

501-1000

1000+

Genesys Cloud CX

In Person

Live Online

Webinars

Documentation

Videos

JitBit Helpdesk is an IT help desk management solution designed for companies of any size that offers automated routing, incident management, inbox management, ticket management and self-service portal functionalities within a suite. The product is available both in cloud-based and on-premise deployment options and features a mobile app for both iOS and Android devices.


JitBit Helpdesk features ticket management which allows users to manage requests from multiple sources by assigning them customized tags and categories. These queries are then routed to the most appropriate support team based on their availability and areas of expertise.


JitBit Helpdesk features mobile apps that allow users to track the status of their requests using their mobile devices and ensures that agents are aware of their pending requests.


With the help of customized reporting and dashboards to track and monitor KPIs, users gain a complete view of all their help desk activities.



Support Ticket Management

IT Asset Management

Workflow Configuration

Customizable Fields

Support Ticket Tracking

Workflow Management

Network Monitoring

Service Level Agreement (SLA) Management

Customizable Templates

Customizable Branding

Monitoring

Remote Access/Control

Windows 7

Monthly plans:

Freelancer: $29 mo
Startup: $69 mo
Company: $129 mo
Enterprise: $199 mo

Genesys Cloud CX vs Jitbit Helpdesk

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