Overall Satisfaction with Genesys Cloud CX
Genesys Cloud was implemented to offer a contact center solution and to displace an on premise PBX. The premise was to migrate to a full cloud solution, to mitigate lengthy upgrades, and to offer a seamless solution end-to-end which with a feature-rich product.
- Seamless Upgrades.
- Feature-Rich Contact Centre Solution.
- User-Friendly Experience.
- Email Channel functionality is a little limited at present.
- Has provided an excellent solution to WFH due to COVID.
- Integrated a new PCI DSS solution to decouple us from PCI.
It plays a great role, the ability to offer automated bot services to help with FAQ is a great addition and feature rich!
We migrated from an onprem Avaya Contact Center elite platform to Genesys cloud with ease, the system was setup like for like and the ability to switch features on and trial functions on CX3 license level with no additional costs was an added bonus
Genesys is an end-to-end solution developed in-house - at the time of evaluating Ring Central it was coupled with Nice In Contact, and did not work seamlessly.
Do you think Genesys Cloud CX delivers good value for the price?
Yes
Are you happy with Genesys Cloud CX's feature set?
Yes
Did Genesys Cloud CX live up to sales and marketing promises?
Yes
Did implementation of Genesys Cloud CX go as expected?
Yes
Would you buy Genesys Cloud CX again?
Yes
Genesys Cloud CX Feature Ratings
Using Genesys Cloud CX
200 - Retail and Consumer Contact centre, Financing, Internal and technical support
3 - IT Support Engineers, Telephony background since migration from an Avaya on Prem solution
- Contact Centre Voice solution to our customers
- Internal Communication tool between our teams
- Inbuilt features between our CRM data
- The ability to add transcriptions to assist with our customer fault resolutions
- Inbuilt chat channels
- Inbuild email channels
Evaluating Genesys Cloud CX and Competitors
Yes - Avaya Contact Center Elite, this was due to be upgraded and we needed a SAAS based solution to help with our migration from the data centers
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
The feature set needed to be equal or better than what we had. The fact it is continually being developed and improved is excellent.
We were happy with the process we followed, we had a list of requirements and vetted various systems.
Genesys Cloud CX Implementation
- Implemented in-house
Yes - We rolled this out on a per team basis and placed intergrations between our existing PBX and Genesys
- User onboarding and training - it takes time to adopt some of the users
Genesys Cloud CX Training
Configuring Genesys Cloud CX
Setup like for like if migrating and then turn on additional features afterwards for simplicity of migration.
Some - we have added small pieces of custom code - Used to integrate with our custom on prem CRM - the implementation worked perfectly.
Not at this time
Genesys Cloud CX Support
Pros | Cons |
---|---|
Quick Resolution Knowledgeable team Kept well informed Immediate help available Support cares about my success | Poor followup Problems left unsolved Escalation required Need to explain problems multiple times Slow Initial Response |
No we went with standard support given that the system had an excellent SLA in place.
When I have raised queries around our flows they have been answered quickly and in an informative and simple manner to understand.
Using Genesys Cloud CX
Pros | Cons |
---|---|
Like to use Easy to use Well integrated Quick to learn Feel confident using | Unnecessarily complex Requires technical support Inconsistent Cumbersome Lots to learn |
- The flows are very initiative and easy to use
- The integration elements and Actions tabs are simple to follow
- The dev tools and the ability to seek some elements of information.
Yes, but I don't use it
Genesys Cloud CX Reliability
Integrating Genesys Cloud CX
- File import/export
Work with the professional team, they are knowledgeable on most aspects
Relationship with Genesys
Just contractual terms as per the business requirements.
Not at this time
Upgrading Genesys Cloud CX
Yes - Simple without fault!