Genesys Cloud CX vs. Lumen Next-Gen Voice

Genesys Cloud CX is particularly well suited for organizations looking to consolidate customer interactions across multiple channels into a single platform. In our experience, it works very well for omnichannel customer service, especially when voice, digital channels, routing, reporting, and customer experience need to be managed together. The flexibility of its routing capabilities and the ability to integrate with other business systems are especially valuable for more complex customer journeys.

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CenturyLink SIP is an acceptable solution if you have an on-prem PBX (ShoreTel, Mitel, etc) that accepts SIP. I have found a better solution is to run two different carriers through SD-WAN (such as Bigleaf or Velocloud MSR) and use a provider like BCMOne (formerly NexVortex) to manage the SIP.

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• From an administrator point of view Genesys Cloud CX provides a drag & drop omni channel flow building option using Genesys Architect tool. The interface is very intuitive and provides flexible options to design call flows
• Genesys Cloud CX has deep integration with Salesforce & ServiceNow
• Genesys Cloud CX provides native Workforce Engagement Management. This reduces the dependency to unnecessarily procure products from other vendors for quality assurance auditing, screen recording or agent scheduling
• We can also deploy BYOC (Brin Your Own Carrier) for telecom SIP trunk deployment. This is a big bonus when we want to reuse our existing DID's with our SIP trunk providers

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• Reliable service
• Supports wide range of key features
• They do have high levels of support where you can receive real answers

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• Reporting - the removal of the basic reporting tab, which was available earlier. We can bring something like that back to Genesys CloudCX. Just have a standard out of box reports.
• Log analysis: Difficulties sometimes arise when an issue cannot be resolved with the basic information available. We can enable a log analysis tool that collects data from multiple components over time and can be reviewed in case of issues or failures. Similar to logs available in Genesys Engage.
• Last Routed Agent - We can bring back the LRA to Genesys cloud cx for voice as an option or a function that can be enabled at the Architect or Queue level. Which will help many customers as they have used it previously.

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• Lumen-Centurylink has suffered from many noticeable outages in the last few years - this is a blow to their reputation that they still have to recover from.
• Lumen-CenturyLink does not peer well enough with OTHER carriers - they depend on their own network to give you SIP, which means less true redundancy.
• Lumen-CenturyLink needs a better customer portal/interface to handle failover, see the real-time status, etc.

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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

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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 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

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SIP service support is definitely improving. A few years ago I would have rated them a 2. Now a 7. But, Lumen still needs a better portal experience to report and see a real-time status. Also to manage SIP failover functions in a WYSIWIG/GUI interface. When Lumen's network breaks in a larger outage, there are long hold times and support is not good.

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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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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.

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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.

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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.

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CenturyLink [Enterprise Voice SIP] was the incumbent, so switching providers, particularly for our HQ was an overwhelming task for our small team. We did migrate from the legacy CenturyLink voice product EIPT to the new Voice Complete solution as well as upgrade our US and UK circuits along with a hardware upgrade of the managed PE routers in each location. We also decided to implement RingCentral in one of our very small international branches but the lack of features is problematic. We still have T1 service in our other international branches but are looking to go full cloud SaaS PBX there, likely through Microsoft Teams, which we already use for messaging. There are some complexities, as we can't port our numbers directly yet and need to set up an additional CUBE router for SIP. Eventually we hope to get to fully SaaS via Teams.

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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.

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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.

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• 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.

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• Faster learning
• Increased numbers of calls
• Organization of calls

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