Likelihood to Recommend
Overall, the platform is good and provides different channels and collaborative functionalities. The interface is modern and intuitive the users tend to like it. Regarding the technical part, it's overall good support and has great training, however, as with any tool, there's always room for improvement.
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Grasshopper is well suited for basic needs of texting in and out as well as calling out if you would like to avoid using your personal line. It also eliminates the need to have a dedicated land land in your office or business. You can obtain a vanity number and forward calls through grasshopper.
Read full review Pros Documentation is stellar, and I am able to search Beyond training or the knowledge base for anything I need. Call flows and IVR is stupid easy to build and work in. End users (CSRs) like the interface and seem to be able to navigate easily in the system. Read full review I like that there are differing voicemails for each extension, to keep up with the image of calling a separate line. I love the voicemail text emails. I believe we pay a little extra, but worth every penny for those urgent calls while I am in a meeting. The cost is very reasonable for the value added to our company. Read full review Cons Client customization Help articles are lacking in detail, sometimes contain broken links or have out dated and/or are lacking information Features are missing that were in PureConnect, e.g. Drag-and-drop to transfer "Too many clicks" is often a complaint, e.g. to transfer a call. Read full review It would be nice to have the ability to transfer some calls to another Grasshopper IVR, for those customers who mistakenly dial the wrong number (we have two incoming numbers, one for corporate and one for sales). Likewise, it would be nice to have the ability to forward to a toll-free number, which would have allowed us to work around the inability to transfer between IVRs (see above). Lastly, it would be great to have an 'emergency' switch setting (default off but could be toggled on) that would let us override all IVR settings and transfer all incoming calls elsewhere (either to a direct dial or toll free number) for those rare times when we cannot take any calls (such as a weather emergency OR the one time each year we take all of our staff on a retreat) - that would allow us to send all calls to a backup answering service rather than just voicemail. Read full review Likelihood to Renew
Genesys Cloud CX is a solid product and deserves to be in the upper right quadrant in Gartner. They are true innovators in the customer experience space and based on the innovation taking place monthly, they will likely stay in this spot. The product gains new features every time you blink your eyes.
Read full review Usability
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.
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The admin functions are kind of confusing in the old interface which was my most recent experience on the admin side.
Read full review Reliability and Availability
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.
Read full review Performance
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.
Read full review Support Rating
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.
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When I was setting up my account I contacted support a couple of times. They were also very professional, personable, and helpful. Their response is prompt and thorough. I'm confident I can get any question answered as well as help with any issue I might have. That's pretty important to me.
Read full review In-Person Training
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
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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.
Read full review Implementation Rating
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.
Read full review Alternatives Considered
I worked in a much larger company when I used
and it had been heavily customized for them (over 10 000 employees) so the comparison is a bit lopsided. I found
quite intuitive but the features of Genesys Cloud CX certainly outweigh that one thing.
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I have not used any other phone services like Grasshopper. I know that there is another option out there called Ruby, which is more like a virtual receptionist but since I did not try it out I cannot compare the two. When I started my company I found the services that Grasshopper offers to be perfect. It still works for us and we have no need to change to anything else right now.
Read full review Contract Terms and Pricing Model
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.
Read full review Scalability
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Read full review Professional Services
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.
Read full review Return on Investment SLA improvement (thanks to better overview during real-time scheduling). Better/easier work with multiskilled users which offers more possibilities to work with FTEs (less FTE needed). One time big investment was needed for hardware (laptops, headphones) as we used to work on desktops previously. Read full review It's allowed us to keep cost down. Other phone systems can seriously get outrageous in implementation and monthly fees! It's allowed our team the confidence to work in locations outside of the office and still be seen as professionals. It's decreased the amount of time spent on unwanted sales calls via the call screening application. Read full review ScreenShots Genesys Cloud CX Screenshots