Genesys Cloud CX vs. Troop Messenger

If they want it as the stand alone, I would recommend it all day every day. If they want to integrate with Salesforce, I'd tell them to think about it, and not want anything overly complicated. It just really sucks to always be behind the curve of everyone else on the same platform. I heard this same issue voiced to at the conference in COsta Mesa, and it was said that Salesforce will always be at minimum 6 months behind on features. Also, skill based routing needs work. If there is anticipation of the call transferring to a new agent, skills don't strip. So if a Customer Service rep gets a call for sales, they can't transfer the call without holding on to the skills applied to the call already, which no one in Sales would have. We had to build a custom script to make it work.

Incentivized

Anyone who wants to have a digital collaboration space for chat, team meetings, audio-video group conferencing, screen sharing, and so on, can start using Troop Messenger. We know that the world can’t move on without communicating with each other, there’ll be no such industry or enterprise that exists where Troop Messenger can’t fit in.

• APIs - many available, good documentation and tools for placing test calls.
• Re-imagining solutions as opposed to building things like legacy vendors.
• Simple interface, particularly architect, which is simple enough for business users to work with.
• The availability of established integrations in the App Foundry.

Incentivized

• Sending a single message to multiple users and multiple groups at once.
• Any participant of the group call can add more participants to the ongoing group call.
• Search filters help you find groups, text files, images, videos, and more in just one go.
• It has many time-saving filters for retrieving text messages, images, videos, users, groups, etc.

Incentivized

• Sorting A-Z for some call statistics.
• Schedule groups/schedules need to be improved so we can manage them better.
• Filter clearing.
• When you're in Architect, and you've scrolled to the right, and you click on a box, it moves the screen all the way back to the left.
• Make a way to hide the box on the right in Architect so you can view the whole call flow.

Incentivized

• To my knowledge, Troop Messenger is already a complete tool, so there is no feature that is required to be improved.

I just got my certification and we are really digging in and implementing more and more of the features as the year progresses. I am really happy with the offerings in Genesys CX and so are our board and executives

Incentivized

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.

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 really a game changer for us since we implemented it.

Incentivized

The best aspect of range in a remote setting is feeling connected. I feel as though we are all united because we can easily start a conference with our teammates, making it seem like we are all present. These very little things let us coordinate and work together in a way that was never previously conceivable. I like Troop Messenger and the ability to interact without experiencing any latency.

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

• The ROI has been difficult to prove as the data provided with CX2 is pretty minimal.
• The benefit and detriment are it has to integrate with other providers like SuccessKPI in order to get detailed information and not an all-in-one solution.

Incentivized

• Our team communication and collaboration is simplified with Troop Messenger. Now that we don’t feel the need to use e-mail for checking our work requirements and updates, we check all of them in Troop Messenger and get on to work. We are able to bring non-employees, such as our customers and clients, into it to exchange business conversations. We don’t feel any negative impacts with it.