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.
$75
per month
RingCentral Contact Center
Score 7.7 out of 10
N/A
RingCentral Contact Center is an AI-first contact center offers a set of cloud-based software plans with basic features including support for inbound and outbound call centers and IVR and ACD capabilities. Advanced features include analytics, real-time call reporting, workforce optimization analytics, and omni-channel integration with SMS, email, and social media platforms.
Genesys is an end-to-end solution developed in-house - at the time of evaluating Ring Central it was coupled with Nice In Contact, and did not work seamlessly.
Genesys Cloud CX wins hands down for all the interaction support and the multitude of interaction types. Switching from RingCentral to Cloud Cx was an obvious choice in terms of efficiency and effectiveness. We had better day-to-day operational support and guidance. That was …
Ring Central is one of the most simplified contact centre solutions in the market. They have multiple contact centers including one in partnership with Nice CXOne. One difference I have seen in all these solutions is the level of support. Cisco leads in support but they have …
As mentioned above, Small & Mid level contact center make use of Genesys Cloud CX features well. The predictive routing is one useful feature for them. However Large Scale businesses require segregation & multiple routing & queueing options in Genesys Cloud CX. Some customers has budget constraints as the platform's most comprehensive features come at an extra cost.
The ease of use and file retention/retrieval is key. The adjustment from an e-mail-focused workflow to the RingCentral Contact Center was easier with the organization. Recall and search features mimic Outlook and allow me to quickly find what I’m looking for. RingCentral Contact Center is not ideal for communication with external partners, so we still have to rely on Outlook e-mails for that.
We have a project, for example, in a solar energy company, where we do all the customer support services of the solar energy platform from contracting, new products, SAC, and so on. With Genesys Cloud CX, we are able to put the service platform into operation on the contractor's website, where the customer enters the site and he already starts the interaction, he can finish a contract and everything, all on the same platform. For example, if he enters by chat and he comes back by email, it doesn't matter, he can follow and continue with his interactions in the same way.
Reliability: Our previous service was prone to outages, RingCentral Contact Center has been rock solid as long as we've used it.
Integration: Our IT team was able to build a custom RingCentral Contact Center dashboard on our website for our salespeople to manage inbound/ outbound calling. From there we were able to send call data directly into activities in our ERP (Acumatica).
Ease of use: It works well whether in the office or WFH (which many employees do regularly.
We can see the bot and the digital side is growing at the moment, but there are still a couple of gaps that we think about. So as I say, every customer comes through our bot, but we don't have an easy way of exporting what they're actually telling us. We can see a snippet throughout the day and we can retrieve, I believe, 250 of the most recent things, but we get about 3,000 calls a day. It's a snapshot of what we're actually getting. It's the analytics piece that we'd like to see enhanced a bit.
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
We have no intention of renewing our contract with Ring Central. We have had multiple outages in the past 2 years. We have been without an account manager for the past 4 months and the resolution of open issues takes 2-3 months. We were being misbilled for cancelled services for almost 12 months. We are not satisfied with the quality, support, or price of the service
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.
RingCentral Contact Center is not just only an app or platform which allows the company to manage the telephone calls, messaging functions, social media and emails, but also allows advanced features like the possibility of easy integration with other industrial systems, and customer/call analysis functions as well. It also supports and included with AI technology as well into some extent.
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.
So we came from Avaya where we were using their Oceania PR platform, which was similar to this but nowhere near as good. It was actually very poorly run when we started looking at moving away. We had to narrow down between Genesys and NICE. So I like both platforms but Genesys, as an overall platform, just made more sense for us.
RingCentral Contact Center's application is much more intuitive than Nextiva's application. It's also easier to configure. It also has a lot of functionality that Nextiva does not. For example, RingCentral will transcribe Voice mail messages for us, whereas Nextiva does not. RingCentral also sends us notifications when a customer sends us a text message, whereas Nextiva does not.
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.
Genesys Cloud CX is designed to provide organizations with flexible and scalable software which can be deployed across multiple departments and sites as needed. Great approach
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.
Cost savings-wise, I think our abandonment rate has actually gone down drastically with moving to Genesys Cloud CX.
First-call resolution has gone up quite a bit by using Genesys Cloud CX. Even the number of tickets, to be honest, has come down. We have to handle on a day-to-day basis, which is cost savings by itself, which which leads to agent productivity. So all of those are beneficial.
With RingCentral Contact Center we were able to connect with our customers. The feature that allows the call to be sent to the first available rep ensured that this happened.
Also, my favorite feature is the call recording and transcription feature. This allowed me to get the customer's emails without asking them to repeat if I missed them the first time. Hence, happier customers and more meetings.
RingCentral Contact Center also made it very easy to set up a mailbox for customers to leave messages and reassure them that they've connected with the right person.
