Genesys Cloud CX vs. Help Lightning

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.

Incentivized

I think that there are different scenarios where the platform can be used, an example is the realization of remote consultancies, individually or in the group. In this sense, I must highlight that it is great whenever you need to work with other people while sharing information, videos, or specific content.

Incentivized

• 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.

Incentivized

• Sharing graphics, images and other resources.
• Connect remotely with different experts.
• Favors team work, even remotely.

Incentivized

• 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.

Incentivized

• It needs a strong network or signal connection.
• Nothing else.

Incentivized

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.

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.

Incentivized

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.

Incentivized

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.

Incentivized

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.

Incentivized

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

Incentivized

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.

Incentivized

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.

I worked in a much larger company when I used TotalView and it had been heavily customized for them (over 10 000 employees) so the comparison is a bit lopsided. I found TotalView quite intuitive but the features of Genesys Cloud CX certainly outweigh that one thing.

Incentivized

I think it is very important to make it clear that most of these tools compliment and complement each other rather than oppose or surpass each other. In this sense, it is important to know when to apply one or the other, in addition to taking the time to get to know them thoroughly and master their functionalities. However, the different tools that Help Lightning contain put it above most platforms used for remote conferencing.

Incentivized

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.

Incentivized

We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.

Incentivized

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.

Incentivized

• 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.

• Makes work team better, even remotely.
• Allows to share important information and get constantly retro alimentations.
• Helps us to respect the Covid-19 prevention measures, while continue working.

Incentivized