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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Google App Engine
Score 8.2 out of 10
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Google App Engine is Google Cloud's platform-as-a-service offering. It features pay-per-use pricing and support for a broad array of programming languages.
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.
App Engine is such a good resource for our team both internally and externally. You have complete control over your app, how it runs, when it runs, and more while Google handles the back-end, scaling, orchestration, and so on. If you are serving a tool, system, or web page, it's perfect. If you are serving something back-end, like an automation or ETL workflow, you should be a little considerate or careful with how you are structuring that job. For instance, the Standard environment in Google App Engine will present you with a resource limit for your server calls. If your operations are known to take longer than, say, 10 minutes or so, you may be better off moving to the Flexible environment (which may be a little more expensive but certainly a little more powerful and a little less limited) or even moving that workflow to something like Google Compute Engine or another managed service.
There is a slight learning curve to getting used to code on Google App Engine.
Google Cloud Datastore is Google's NoSQL database in the cloud that your applications can use. NoSQL databases, by design, cannot give handle complex queries on the data. This means that sometimes you need to think carefully about your data structures - so that you can get the results you need in your code.
Setting up billing is a little annoying. It does not seem to save billing information to your account so you can re-use the same information across different Cloud projects. Each project requires you to re-enter all your billing information (if required)
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
App Engine is a solid choice for deployments to Google Cloud Platform that do not want to move entirely to a Kubernetes-based container architecture using a different Google product. For rapid prototyping of new applications and fairly straightforward web application deployments, we'll continue to leverage the capabilities that App Engine affords us.
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 had to revisit the UI after a year of just setting up and forgetting. The UI got some improvements but the amount of navigation we have to go through to setup a new app has increased but also got easier to setup. Gemini now is integrated and make getting answers faster
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.
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.
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
Good amount of documentation available for Google App Engine and in general there is large developer community around Google App Engine and other products it interacts with. Lastly, Google support is great in general. No issues so far with them.
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
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.
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.
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.
We were on another much smaller cloud provider and decided to make the switch for several reasons - stability, breadth of services, and security. In reviewing options, GCP provided the best mixtures of meeting our needs while also balancing the overall cost of the service as compared to the other major players in Azure and AWS.
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.
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.
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.
For a product-based company like ours, we have existing Genesys customers who can use our product, as we have already integrated our product & solution into Genesys.
By viewing Genesys as a contact center, we generate numerous ideas about what features need to be implemented.
Genesys is the best choice for big, enterprise-level businesses as it can handle multiple calls simultaneously seamlessly.
Effective integration to other java based frameworks.
Time to market is very quick. Build, test, deploy and use.
The GAE Whitelist for java is an important resource to know what works and what does not. So use it. It would also be nice for Google to expand on items that are allowed on GAE platform.
