Genesys Cloud CX Reviews

Pros

Genesys Cloud provides a live platform where we can take immediate action in a fast-paced environment, which is something we haven't had the ability to do in the previous telephony system we had. And the insights that it provides is invaluable.

Cons

Some metrics can be hard to find, however this space is constantly improving. Also we found calling people internally (both users having Genesys Cloud), means we are not able to retain a recording.

Pros

Our Contact Center is uniquely complex in that we have hundreds of queues. Genesys has allowed us to better manage those queues in a cost effective manner. We have the tools we need to operate our business successfully, we've realized improvements in workforce management and therefore customer satisfaction since the switch.

Cons

We launched Genesys in 2020, so our experience at setup is likely the exception, we struggled to get the support and education necessary to fully realize the benefits of this powerful software. It set us behind and we've been playing catch up to update and restructure.

Pros

Modern features and omnicentre. Frequent patch updates.

Cons

Lacks sophisticated outbound dialling. We require reverse priority so newest contact is highest priority but the system struggles with this.

Pros

Forecasting capabilities. Robust reporting system.

Cons

Isolated applications. Clunky interface. Not user friendly.

Pros

The alignment of multiple communication channels makes managing our call center staff and monitoring customer interactions easily manageable in real time.

Cons

The chat product is very rigid and not easily adapted to different business needs.

Pros

UI, Reporting, IVR capabilities, Compliance

Cons

Work force engagement and Management Solutions

Pros

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.

Cons

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.

Pros

Great feature filled product with most of the bells and whistles you need to run contact center and meet your customer needs. Access from anywhere

Cons

WFM and WEM needs little more lift to compete with industry leaders

Alternatives Considered

NICE CXone and Amazon Connect

Reasons for Choosing Genesys Cloud CX

Needed to move to the cloud instead on-prem to a system with more features and avoid upgrades every so often

Switched From

Aspect Unified IP

Reasons for Switching to Genesys Cloud CX

features, ease of build and support.

Pros

As a Workforce Management Analyst, Genesys CX has been a solid tool for managing our team. The AI-driven forecasting is generally accurate, helping us keep staffing balanced. Scheduling is efficient, with automation and self-service options that save us a lot of time. The reporting and analytics provide valuable insights into team performance, making it easier to communicate metrics to management. While the platform has a learning curve and could improve on integrations, overall, Genesys CX is a reliable choice for streamlining workforce management.

Cons

What I like least about Genesys CX is its learning curve and the complexity of customization. While it offers powerful tools, setting everything up initially can be overwhelming, especially for new users. Also, the platform’s integration capabilities could be more flexible—it’s strong with popular CRMs, but we occasionally hit limitations when working with more specialized tools.

Pros

I was able to use the functions all in all

Cons

Features and functions can improve for call operators and admin users

Pros

Ease of use, innovation speed, true omnichannel suite

Cons

Operational support is terrible, Professional Services tries to fit you into their mold for how to implement

Alternatives Considered

NICE CXone, Avaya Experience Platform and Twilio Flex

Reasons for Switching to Genesys Cloud CX

Ease of use, innovation speed, true omnichannel suite, industry experience

Pros

We love that the Genesys system provides us with a single system for all our customer interactions. We can handle inbound and outbound calls, chats, emails, and SMS. In addition, all the call recordings and call evaluations are in the same system (or will be when we are done rolling it out).

Cons

I think Genesys has some work to do on enhancing the sorting and filtering capabilities with the various views. I also think there are some issues to work through on the workforce management side, like being able to see a forecasted service level without publishing schedules, or having time off buckets to name a few.

Pros

Our contact center infrastructure is complex. Genesys Cloud CX integrates with existing legacy applications and is used by agents in several divisions within our organization.

Cons

Chat bot was not easy to develop and deploy as we would like. Also, Genesys Cloud CX out-of-box reporting and dashboard is robust, but reports are limited to a certain number of rows.

Alternatives Considered

NICE CXone, Five9 and Amazon Connect

Reasons for Choosing Genesys Cloud CX

We wanted a stable contact center solution that can support agents across the globe with minimal down time and a platform that is scalable to future demands and can be easily maintain.

Reasons for Switching to Genesys Cloud CX

We looked at solutions from Amazon, five9, and Nice. We ultimately went with Genesys Cloud CX because Genesys' product roadmap aligns with our organization's roadmap and can integrate with MS Teams, ServiceNow, and Salesforce CRM. Genesys Cloud CX architecture and interface make it easier for our internal teams to maintain and update before contacting Genesys support for assistance. Additionally, Genesys periodically update Genesys Cloud CX with new releases and enhancements, many of which we are looking to implement once available.

Pros

what I like about Genesys Cloud CX is newer updates are automatically updated for you in the Cloud version.

Cons

There are features that need to be automated and needs improvement.

Pros

As an administrator, I find Genesys Cloud CX easy to use application. It can connect with real time attributes. The capability and scalability of this tool is flawless. Some of the other features that I like includes the call logging, predictive engagement, blind transfers, etc.

Cons

One of the features which I like the least is it's limitation on a number of segments that can be added for a given license. The configuration flow if a user is live with multiple markets is very complex at times which requires a lot of additional support.

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

Being a cloud solution, it supports work anywhere anytime.

Cons

Inability to filter information at team level.

Pros

It is easy to set up an IVR using Architect. User creation is simple and bulk imports are available. You can separate areas of your organization using Divisions which is beneficial. If you utilize Genesys Cloud Voice as your carrier, setting up and provisioning phones is simple. Also, this is a cloud based application, they are always updating it. Genesys has an ideas page, where you can submit changes you would like to see to the application and vote on other changes that have been suggested.

Cons

The reporting when it comes to segments of the calls and where they are transferred to could be better. It is difficult to determine where calls are going. The system does not currently record calls between users. We have several scenarios where an agent calls for assistance that we would like to be recorded.

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

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

What I like the most with this software is that it is a contact center technology that is readily available in the cloud. Agents, Supervisors, Admins or any user can access the software anytime anywhere.

Cons

There are still some features that are available in other platforms but still not available in Genesys. Some of these are:
1. Play Agent Greeting
2. Multiple Wrap up codes
3. Multi - tier wrap up codes

Pros

Simple interface. Easy for all users on phone. It can be attach with others easily. This is very user-friendly . This comes with new feature regularly.

Cons

Good for solving all cloud problem in no time.

Pros

Easy to implement, easy to use, and user-friendly.

Cons

- Dashboard is missing the flexibility for shorting agent status.
- Historical reports should add more customizable for users.

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