3CLogic supports customer and employee experiences with its Cloud Contact Center and Voice AI capabilities purpose-built to enhance CRM and Customer Service Management platforms.
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Genesys Cloud CX
Score 8.8 out of 10
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Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
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Salesforce Agentforce Service
Score 8.6 out of 10
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Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
I supported the PureConnect system before and felt the setting of the system is not as easy as the Genesys Cloud. Also the function of the Genesys Cloud is much stronger than the PureConnect . Finally, the PureConnect not have the using of Bot and AI which are currently very …
Genesys Cloud CX offered a high degree of connectivity within our existing framework. We were also assured by the lack of outages in the past, which brought us comfort that we will always be able to support our customers.
on the QA Feature, Genesys stacks like a 6 against Callminer based on our heavy dependency of data granularity and in depth speech analytics needs for reporting
I was not involved in the process of tech discovery and evaluation so cannot comment on other products that are knowledge bases. We have other tools that have knowledge bases such as D2L brightspace. It's an 'FAQ' tool that is in addition to the main features so is not a …
Genesys Cloud CX is much easier to manage than PureConnect - all from one system rather than needing separate components to install and validate. The ease of use when utilising all of the functionality really brings us to present day technology. Where it falls down is in its …
I think Genesys Cloud CX is superior to these products in basically every way, makes them seem very old fashioned immediately on first use. It does all that these products do combined, and more besides.
Genesys Cloud CX stands out among outdated call center platforms by allowing the ability to customize to your needs. When upgrading it was a no brainer to choose the best of the best. Genesys allowed us to combine our chat, email communication, and phones into one platform.
Before fully migrating to Genesys Cloud CX, we relied on Zendesk Talk and Chat as our primary contact for our customers to manage interactions. While we used Zendesk in our early stages and it goes well for us, but it did outgrew some capabilities. Unlike Genesys Cloud, we …
I don't think it can even compare. Genesys Cloud CX is a whole different level. The biggest advantage was that Genesys cares about its customers, regardless of size; it listens to feedback, encourages customers to get involved with its roadmap, and provides so many educational …
They are also capable of providing the services required in the market at the moment, unlike Genesys Cloud CX, which is an all-in-one, well-managed platform. Starting with open-source API documentation and the resource center, you get help in all forms, and learning is never …
While both are industry leaders, Genesys Cloud CX stands out for its superior ease of use and all-in-one integration, avoiding the "disjointed" feel often found in NICE's complex setup. We selected Genesys for its intuitive interface and significantly lower administrative …
Genesys Cloud CX offers the most mature all‑in‑one, cloud‑native microservices platform with strong AI, orchestration, and omni‑channel depth. Webex Contact Center is improving rapidly but remains relatively new, with strengths in Cisco ecosystem integration and enterprise UC …
There really is no comparison between Genesys Cloud CX and other vendors we considered. We worked with two other products and neither came close to offering the sophistication, end-user interface or reliability that Genesys offers.
Genesys provided top-level service and responsiveness. They go above and beyond constantly to ensure we are aware of new offerings and getting the most out of their services.
Genesys is vendor-agnostic product. Genesys integrates more flexibly with Microsoft Temas, Zoom and various CRM systems. Genesys is a much more robust in Agent Desktop, better managing human agent's workday, quality scoring and complex voice routing. Also, Genesys has a mature …
Genesys far outstrips Q Master, our previous Contact Centre technology which was outdated by decades. Genesys brings our contact centre needs into the 21st century allowing us to support our students in new ways previously inaccessible to us. The efficiency gains have been …
The major advantage Genesys has over these platforms is in its code nocode user interface. It empowers the end user to deliver most of the functionalities on their end without the dependency on the vendor. The app foundry is also vast with lots of reliable tools which can be …
Zendesk - I think it's not exactly user-friendly for the final user, but it's user-friendly for the configuration. So it's easier to manage when we have these amounts of data we're going through and it's more AI prepared. So by far Salesforce is more ready for what we want as …
We selected this product because we already had some competencies in Salesforce. We own a Salesforce partner with expertise in this area, and on top of that, Salesforce purchased it — it was originally called Velocity. When Salesforce decided to acquire it, that finalized the …
I evaluated ServiceNow also, but we didn’t see much customization kind of thing compared to Salesforce Service Cloud. And yeah, that’s it — I didn’t evaluate many other products because I’ve been working on this one for the last 14 years. I just evaluated a few things in that. …
I think Agentforce now got a lot of, I mean it will make our lives easier because there's a lot of automation going on at the same time. We're excited about Salesforce voice as well. That will help us in Service Cloud. So it's more of unified service for us that say a Service …
Evaluated ServiceNow. Evaluated Zendesk. We selected it primarily because we already had the Salesforce ecosystem and we didn't want to bring in another vendor. For us it was important to make sure that our data is only in so many different systems and so many different cloud …
Oh, now see, I forget the names of the other ones I've done. I mean I've used C4s, I've used some lower end ones too for local small business and I'd even recommend Salesforce for small business. Say pricing strategy for small businesses is harder for them to keep up with the …
Going back when this product was selected, they went through probably a two year evaluation process. We weren't personally a part of that obviously because we were on the implementation side, but they evaluated many products. Microsoft and Pega were the two main front runners …
I wasn't by the evaluation for years, so not that, but historically I've been here for 13 years, so not a lot, but previous company had a home built solutions for it, so they designed their own and built their own. But that was a big telco in the UK we had our own data centers …
I honestly prefer Zendesk to Salesforce Service Cloud. I find that Zendesk is easier to manage both on the support ticket side, as well as the knowledge center side. It looks and feels easier to use than Salesforce Service Cloud. Salesforce Service Cloud is fine, but it is …
Zoho is not very real-time, it has limited integration capabilities, and the UI is not very satisfactory for any incoming customer. The performance is slow and impacts the overall customer journey. The data stored in the backend is slightly scattered and needs to be cleaned …
Salesforce is a really great case management tool. Made things a lot easier for our team. Wanted something fairly simple that had a variety of capabilities we could customize.
We used Salesforce for years, Left for Hubspot, and then came back to Salesforce (SF). As they say, don't fix it if it's not broken. Salesforce and customizing were better for us.
Salesforce Service Cloud offers deep integration with our current and expanding CRM data, along with numerous pre-built features that didn't exist in Kayako when we used it. (We used to use an instance Kayako installed in a private cloud environment.) Salesforce Service Cloud …
Zendesk has it's own challenges in terms of Administrator difficulties and a completely different back-end than Salesforce Service Cloud. I would recommend Salesforce Service Cloud if you need a clean database of Companies and Contacts. Zendesk does not excel in overall CRM …
I'm not at the level where I would be part of the decision making process for choosing a vendor or product for the organization. Every position I've held, I've come into a company that has already implemented or is in the process of implementing Salesforce. Honestly I would not …
3C has allowed us to implement new clients quickly and efficiently with IVR's that are easy to maintain and support. The Global Support Desk is always just a call away should any issues arise
We have been able to use Genesys Voice AI conversation BOT to address customer standard queries like check upcoming appointment schedules, reschedule appointments, payment status, bill copy. All these use cases were handled by agents earlier and now this has been completely automated. We are now able use agents for complex tasks and provide standard services 24/7 which earlier had agent dependency.
Probably where you have a number of service teams that all contribute to a knowledge base is one area that's really useful. AI response, it looks like with AgentForce, that's going to be one of our next deployments. So they're AI based on the trust layer is, I like that it has the trust layer because it's already got some built in safeguards around privacy and security controls for AI, which is very important right now. Where it's probably less useful:gain, round robining a very email heavy conversation, so it's not the best email tool. A lot of our team still uses Gmail and logs to the case rather than actually emailing directly out of Salesforce. Email signatures are not great because you can only have plain text email signatures, you can't have HTML.
There is a limit of 5 Audiohook monitor integrations for Genesys, which could have been more.
Genesys customer support could have been more proactive and helpful, similar to other major companies like Salesforce and AWS. However, whenever I raised a concern, in most cases, they would directly tell me it was a custom requirement, so I should post in the dev community or contact their Professional Services (PS) team.
In the Genesys Dev community, if you post any of your problems, it's unlikely that they will be noticed, and you will likely not receive a resolution to this issue. Moreover, if no one replies to you within 30 days, that post of yours will also be closed.
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
I love that the Salesforce Service cloud provides all of the functionality that I need when implementing business processes for our customer support representatives. It even has enough functions and features that allow us to customize and expand upon our current processes, giving us the ability to go above and beyond what we've thought we could ever do. Using cases coupled with Salesforce's automation tools help ease the workload and keeps our data integrity intact.
The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.
Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.
Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.
Load times can be slow, but this is also based on how much customization you have done. We added a lot of custom fields which could cause additional slowness in loading. This was never anything that affected our overall efficiency. I did not notice that Service Cloud slowed down any of the systems we had it integrated with
There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.
In general, it gives a description and can help to understand what to do and how. but: Sometimes, it does not keep up with changes in the system (for example, in the GUI changes, additional features and so on). Sometimes, much easier and helpful to read the documentation (https://help.mypurecloud.com/) that gives the "better" explanations and takes less time.
Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.
My Team was involved in the discussion before implementing the application. We had a whole walkthrough of this product and during the demo itself we were very impressed with type of service we were getting. The integration of the product into our system was very quick and seamless.
I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations
Genesys Cloud CX is much easier to manage than PureConnect - all from one system rather than needing separate components to install and validate. The ease of use when utilising all of the functionality really brings us to present day technology. Where it falls down is in its Outbound systems, currently we are still using pureconnect as an outbound platform and shortfalls in the Cloud CX system has meant we must look elsewhere for our future operations.
Zendesk - I think it's not exactly user-friendly for the final user, but it's user-friendly for the configuration. So it's easier to manage when we have these amounts of data we're going through and it's more AI prepared. So by far Salesforce is more ready for what we want as the next level of hyper-personalization in sales and for sales.
I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.
Our Idle time for agents decreased by up to 30% compared to the previous system. Agents who are idle and not accepting calls are placed in a not responding status, which is a significant addition to our idle time.
35% of our customers are able to complete their queries in the IVR. Integration with Salesforce made this possible, as the data is retrieved directly from the platform and accessed in real time. This helped us reduce the Agents' workload and significantly increase revenue.
Gamification is a huge plus; our Agents are actively tracking the weekly scores and working toward them to achieve them.
Positive, absolutely the speed to market and being able to get the product out there. The continuous improvement that we've been able to deliver in terms of small incremental developments, moving from basically a more rigid homegrown solution that they had where the turnaround time was about six monthly releases. We've got it down to three monthly releases of hoping to go to one month releases very soon. So just that whole speed to market being government, I mean that is just a major improvement in terms of what they've been able to do.
I think the negative part was integrating it and the complexity we had in terms of integrating DevOps as a concept and being able to use the Salesforce DevOps tools to be able to get that all rolled out in their existing current, very structured and rigid environment. And that probably took us a solid year to get those processes up and running. But yeah, now that it's working, it's absolutely fabulous.
