Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.
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Genesys Cloud CX
Score 8.5 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.
My company resells both Genesys Cloud and Cisco Webex Contact Center (CJP). When comparing the two solutions, the Genesys Cloud solution has more included features, such as WFM, and is more open on its telephony interaction availability. Cisco Webex Contact Center is …
Today, companies that can properly use artificial intelligence in their products are more successful than others and Genesys Cloud has great Ai and nice chatbots.
- Well suited in managing a large staff base in a call centre environment. The real time data is incredibly insightful and useful - Gathering statistics for both customers and staff habits has large benefits towards creating an efficient workplace for all involved - Allows us to help staff grow in areas they might lack in with the was we can see and understand their habits
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
More on premise features integrated into the cloud solution.
Better documentation for pebble templates.
Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
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
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.
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
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
I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
They all have the niche, but I feel Webex is the most well rounded complete suite. It provides exactly what a business would need, from an onboarding, training, security, updates, road mapping all the way to great user experience and beyond.
We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances.
Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing.
In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing.
