Genesys Cloud CX

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

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.

Cons

Reporting is below expectations, especially for quality monitoring. The backlog for new developments is continuously delayed.

Pros

A powerful live chat too to integrate with your sites so your customer can get quick support

Cons

Difficult to integrate on to your site, documentation was lacking for us

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

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

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

Reasons for Switching to Genesys Cloud CX

Pros

I liked the User Interface and feature search .

Cons

User interface needs to be added with little colors, to look more interesting

Alternatives Considered

Reasons for Choosing Genesys Cloud CX

Reasons for Switching to Genesys Cloud CX

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

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.

Cons

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. Specific configurations are not always playing nice with each other.

Alternatives Considered

Reasons for Choosing Genesys Cloud CX

Switched From

Pros

Genesys Cloud CX offers seamless integration across multiple channels, including voice, email, chat, social media, and SMS.

Cons

Genesys Cloud CX is a comprehensive platform with various features and functionalities, which may require some time for users to fully understand and utilize.

Alternatives Considered

Switched From

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

The application allows you to make clear outbound calls to customers. You can also put on hold a customer or add another participant on the call(conferencing).Customer service agents are able to receive call and emails from customers, this has improved customer service and experience since there issues are attended to in time.

Cons

So far the application service right and nothing negative about it.

Pros

Software is good easily to handled with portal

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

The ease of use when building the infrastructure to run all the different brands and departments here at Grove & Dean, the stability of the Platform as we are open 24/7 and have only a small team in support of the system. The ease of use, for the agent with the simple yet full featured agent interface and desktop environment. The roll out of new features or improvement of existing ones, the visionary updates from the Genesys senior team and the ability for the users to influence the shape of the platform through the ideas Lab and the fact that they "LISTEN" to the users. Lastly, which is not really a software benefit, the community of users that are sharing their experiences for the greater good for all.

Cons

The support post "LIVE" - Processes too long, lack of knowledge and experience in the first line support team, no immediacy, solutions not always valid and some of the Self Service referral techniques support attempt to use to justify their solutions.

Pros

The best about genesys is it's clarity of calls through VoIP. The auto call recording feature helps a lot in auditing the client calls for future references, at the same time all the calls are automatically stored in the cloud, we can download them if required. Good customer support with immediate response.

Cons

The server line is busy sometimes. The DID extensions failed often, so we have to work with new DID frequently.