Agilysys InfoGenesis vs. Oracle Simphony POS Systems

The terminals themselves don't seem to be well designed and have the appearance of being put together with off-the-shelf components. Hiding cables can be challenging. The design is slim and svelte enough, but it has the appearance of being more fragile (although it doesn't appear be particularly so). These terminals are best when left in a single location, at least in our implementation as switching revenue centers requires IT involvement.

Incentivized

In my experience, there has not been a resolution on outstanding tickets opened two years ago during the initial implementation. Simple things like time reporting, creating buttons, and marking items as "unavailable" have issues. The system has a lag when servers log out of checks that prevents them from opening the checks on another terminal without a wait that feels like an eternity in the restaurant industry and with direct impact to the guest. Good luck calling support. Most of my experience involves the person I spoke with having no idea how to fix my issue and having to "escalate the ticket." This escalation process will last weeks, months, and in our case, years with no resolution.

• Screen layout/design for various outlets is pretty good and also flexible.
• There are several modules that interact with the platform, making integration easier.
• Stability in the environment is very good and we have very little downtime with the terminals.
• Management of multiple outlets is excellent and there are a lot of options.
• Add-on/value add features are robust.

Incentivized

• Micros' hardware has above average longevity, so long as you don't have a touchscreen in the kitchen.
• Micros has a number of companies that allow integration into the POS, allowing you to add on pieces as you see fit.

Incentivized

• Integration with rGuest Seat is terrible, and it's a companion product. This definitely never lived up to its promise.
• The boot process for the terminals is long and ridiculously unprofessional looking. There are some sloppy defaults for the boot process and the initial setup is needlessly complicated.
• Shift management is confusing for staff, particularly when signing out at the end of a shift. Would like to see more work on this area.

Incentivized

• Difficult to learn "coding" screen setup.
• Outdated back of house operating system.
• Hardware space - We always seem to run out of space on our back of house computer due to the size of the MICROS files.
• Customer service is subpar. Reps on the phone never seem to know who I need to be transferred to to resolve my issue.
• Hold time on customer service phone line. Every time I've called MICROS for help the call never takes less than 30+ minutes.
• Customer service operations consistency. There's always a different solution for an issue when I call.

Incentivized

Support is hit or miss with this platform. If you get a tech that knows the system, the experience is excellent. There have been more instances of escalated tickets going unanswered, which I deem unacceptable. Even if the answer is "I don't know" or "we can't do that" I expect an answer. Contrast this with VMware, who will file a bug report if they can't resolve the immediate issue and then will follow up with you. When it comes to IG support, I don't have confidence that they'll pursue a concern very far and they've been lax with follow-up

Incentivized

InfoGenesis had a great implementation team and worked with us closely on the rollout to ensure minimal disruption. Micros terminals had better design overall and looked like they'd have lasted for 100 years, but Oracle was not fun to work with. IG's reporting options have made our Finance people happy as well. We were concerned with multiple integrations on the platform it replaced, but all of these turned out to be non-issues and we were able to work with IG staff to get what we wanted out of it. I'd prefer the hardware to be thought out more thoroughly, as it's weak in appearance by comparison despite being very usable.

Incentivized

CenterEdge is the point of sale we replaced 5 years ago and it was not by choice. I could get into specifics as to why the change was made to Micros but for our type of business, it is just not a good fit. I've said this countless times and I will say it again, Micros is great for restaurants and bars just not for our business model. If you have one of those types of businesses where you just sell food and drink, go for it! But if you need something that will tie multiple attractions, food and beverage, and entertainment into one point of sale. Look elsewhere like CenterEdge, which I have reviewed on here and is great for FECs. We have moved back to as it works with our type of business.

Incentivized

• Our previous platform required more than occasional love and care and was hard to develop solutions for. InfoGenesis terminals don't have a lot of trouble in operation, which leads to more uptime and happy customers.
• I previously mentioned rGuest Seat integration. We never got this to work as promised and got different answers from different resources when asked the same question.
• Server sprawl began almost immediately. We went from a two server design to five in the end and still have occasional problems with kitchen printers.

Incentivized

• Moderate cost; less experience than our previous software Peachworks
• Streamlined integration from 2 programs to one
• Entering employee information is easy and quick
• Payroll reporting and fixing errors is easy and quick

Incentivized