Genesys Cloud CX Reviews

Pros

Genesys Cloud CX has it all. Never do I have to wonder about integrations, added costs, or extra training when Genesys has all the features that a contact center of any size has all built into a single, web-based product with super reliability and ease of use unmatched in the market.

Cons

While WFM has come a long way, there are still features that Genesys needs to add and is working on those. Also, reporting needs more visualization and trending data.

Pros

Software is good easily to handled with portal

Pros

PureCloud allows fluid communication either across the call center floor, across town, or even across the state or country. It allows multiple utilities that previous software such as Presence did not allow for, such as callback and voicemail functionality, chat features and built in email clients. It becomes a one-stop shop for a call center looking to offer more outreach for customers. Having the ability to work from home, especially in times of crisis, is crucial and this is what PureCloud does best.

Cons

Prone to outages and glitches, though admittedly some of these could be due to network errors within the company. The email client is less than intuitive, and frequently seems to block out valuable attachments, which are important when working in a tech support role.

Pros

As a company that makes lots of outbound dials on a daily basis to its clients and prospects, I have found the different calling methods offered to be very beneficial and the call recording software to be useful as well. We are starting to use the speech analytics tool and have been able to already see improvements in call quality.

Cons

I do wish there was a way we could help to improve or teach the speech to text tool common phrases that we use. It has gotten a little better than when we started, but still has trouble identifying common phrases we use in conversations.

Pros

- Ease of implementation & configuration- Workforce Management- Pre-built Integrations

Cons

- Agent Scripting needs a rebuild, it's old and hard to work with- Importing new agents is old and hard work with, needs to keep up with the features and functionality- The Salesforce External Routing feature isn't well documented or understood

Pros

The software has a decent feature set but prices to high when compared to other companies in the same market

Cons

Support is not good, often takes too long to find solutions. Cost is high for what you get

Pros

We use this program at my company to make sure agents taking calls in the call center are in adherence. We also use it to see deviations in our call volume. The adherence part is color coded and is fairly easy to interpret. The call volume part is a lot of data and unless you've been formally trained in the program it can take some time to figure out what you are looking at.

Cons

It is almost overwhelming with data, I would recommend getting trained if possible to maximize your potential in the program.

Pros

So many features all in one solution and clear calls have system activity history. And have good security features.

Cons

Sometimes it's hard to read when extracting data and have had some issues with delay.

Pros

Moved from ININ. Within a week, close to unanimous feedback that the solution is already 'better'. That is very surprising considering how the acclimation period often takes months. We are very pleased so far with the software and the ease of use - including improved call quality.

Cons

There are some features that weren't 'brought over' from previous solution... mostly having to do with out of the box visibility for agents, in terms of what is going on in their respective queues. The information that was visible on the agent level is now only visible on the manager level. We'll see if that can be adapted or adjusted by our administrators.

Pros

flexible but daily user for work for daily event

Cons

complicated but daily user for work and

Pros

I really like not having to perform maintenance. I also like that there are new features on a weekly basis, the ease of use of the UI, and how just about everything you need is already built into the platform.

Cons

A true mobile app is missing, but is on the roadmap. I also wish there was a built-in way to grab all our reporting data without needing our dev team to build their own solution using the API.

Alternatives Considered

8x8 X Series and NICE CXone

Reasons for Choosing Genesys Cloud CX

It wasn't a contact center solution and there were also reliability issues.

Switched From

8x8 X Series and NICE CXone

Reasons for Switching to Genesys Cloud CX

It offered a more well-rounded set of features. The outbound dialer was also superior on the Genesys Cloud offering.

Pros

Expansion capabilities, broad knowledge base, and possibilities to grow with few requirements if needed.

Cons

Integrations with other legacy products have been an inconvinience.

Alternatives Considered

AWS CloudFormation

Reasons for Choosing Genesys Cloud CX

-Technical evolution -Overall cost -Strong user community -Product functionality and performance

Switched From

Avaya UCaaS

Reasons for Switching to Genesys Cloud CX

Integration performance. Drive innovation Reduce time to market Cost management

Pros

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

Cons

Nothing really comes to mind at present, the Dev environment is a little cumbersome

Pros

Contact Center Routing using Architect, Implementation of contact center components and for supervisors it is easy to use to check on agent status, reporting and analytics and recordings, integration from existing Genesys Engage & Avaya to Genesys Cloud is smooth

Cons

API integration, Custom Routing solutions, and Desktop sharing options not available

Alternatives Considered

Cisco AnyConnect

Reasons for Switching to Genesys Cloud CX

We are already using Genesys Engage setup in our environment and decision take to use Genesys Cloud for smooth migration of our contact center

Pros

Cloud based solution with WebRTC client works perfectly when all agents need to work from home.

Cons

Reporting needs to be improved, because it's rigid and hard to customized.

Pros

The software was easy to configure, but powerful enough to handle significant customization for our groups. Interface is intuitive for our agents, and the features for call routing have allowed us to streamline the call-handling process. We have a half-dozen different teams using the platform, and each has unique features to meet their needs.

As an administrator, changes can be made quickly to almost any aspect of the configuration allowing me to rapidly respond to any requests. The interface to make changes is entirely web-based, so only an internet connection is needed to do so.

Further, having a cloud-based service has allowed us to quickly respond to service outages of our internet and phone systems. Situations that might have otherwise stopped operations entirely now require only a brief outage before agents can begin working again in a new location or with new devices.

The provided API is flexible and powerful, which has allowed for further automation and functionality to be built in.

Cons

Supervisor and administrator interfaces are not as well designed as the agent experience. Simple and common tasks are often inconvenient, or difficult to find.

Reporting capabilities are sufficient but inflexible. A relatively small number of out-of-box reports are available, and there are some key measures missing from those provided. Access of the raw data through the API allows more flexibility, but with significant additional work.

External chat (customer to agent) is currently poor, with a very basic and limited experience. The internal chat is much more feature-rich, but is only used between system users.

Support response is quick for Tier 1, but complex issues requiring escalation can be slow to be resolved, this is partially helped by the availability of a priority line for emergencies.

Pros

The user interface reminds me of Apple software in it's simplicity of design and features. The flow of options is easy for new agents to adopt and creates an inviting environment for customer support. The reporting tools are fantastic and the "live" queue overviews is a nice touch. The ability to make changes, publish, and "go-live" all in one screen streamlines call center operations and improves efficiencies and productivity. The overview of user profiles, showing availability, background. skillset, and more improvise time needed to support customers as we have a birds eye view of where everyone on the organization is.

Cons

I hope in time reporting mechanisms can be changes. When pulling queue specific reports i.e. queue summary for a specific week can become challenging if month end is included in that week; example - if pulling a weekly report for week of November 30, 2017 the end of week is December 3, 2017. The report will not show you summary information for the whole week as it breaks it apart into November and January (by month). This make is a manual process to see weekly service levels, abandon rates, and offered calls amongst any other metrics needed. Also, another area for improvement is real time agent performance - you cannot currently see how long an agent has been sitting in after-call-work. Additionally, the availability to have voicemails auto-routes like calls would be a nice feature.

Pros

Pros:
Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank,
We moved to a third part for 1-2 line support service ( Kaptec) to provide a good all around support services.

Cons

Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, but I was not resilient for the first year or so,
The service rap was also very poor, with Genesys SDM not flexible in dealing with major incident and provided root cause of these issues back to the customer, If we want any changes customisation to the product everything was a project and prolong delivery timescales with genesys consultants.
The license model for the agents is quite confusing and the license model for the genesis product is expensive and at time hard to understand

Pros

Powerfull Platform and the most important you can add many features from the appfoundry in order to incorporate any kind of service or technology and offer the best customer service.
Easy to integrate to our CRM, Web pages.
The Genesys Team help us to enhance the functionalities that we want implement in our company.
Time to implement was very short 6 months.

Cons

We have problems with the integration with our SAP, because the version wasn't compatible with the solution.

Pros

We implemented Genesys to solve for the following areas:

Social Bridge for Digital Support: new digital channels
Internal Communication tool: replacing Skype
Integrated WFO suite: Speech Analytics and QA Scorecards, replacing two 3rd party vendors
WFO/WFM agent dashboards built in 
Chatbots built in
AWS architecture
3 layers of redundancy (3A – Active, Active, Active) 
Redundant Edges in LAX and BER (VoIP)
MOS scores for every call built in (intelligent analysis tool)
Concurrent model allows to scale at lower additional costs compared to named model
Micro Services
Direct to developer(s)  
Agile deployment(s) (multi/week)

Cons

We don't like how we have to use on site Edges for VoIP traffic.

Pros

The ease of use for our Team Members to use the product has been very beneficial for us. Training our Team with the product is very minimal as they are able to answer calls with a simple click of the button.

Cons

We have been starting our Call Centre for the benefit of our Customers and our Retail Store locations. Due to the shopping patterns of our customers, we are finding the pricing model requiring some attention as we do not have employees working full time. 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.

Pros

Genesys Cloud allows our staff to make and receive calls from anywhere. The call quality is great and with the WebRTC , we just need a web browser to be online and available for our customers. The interface is easy to use and there are several reports templates to provide historical information for the interactions, performance, queues, etc.

Cons

Genesys Cloud could provide an option to allow users to send the reports by email and also I would like to have more tools for troubleshooting interactions.

Pros

First and foremost i like the ease of use, second comes the functionality and all the options.

Cons

I haven't encountered yet anything to dislike about it.

Pros

Liked most the simplicity of use and integration.

Cons

Relatively slow delivery of solutions to main painpoints reported by business via idea portal.

Pros

flexibility of deployment. especially most of the things are pre-build and just enable with very less effort

Cons

limited features when access to through mobile devices