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.
Read full review
Well suited: - leadership communication. When our CEO posts a video to all company - it always gets the highest engagement - recognition/achievements posts - live streams for education, knowledge sharing - we are a company of 12000 associates and there is no other corporate channel for us to gather more than 500 people in one place. Less appropriate: - sharing some very targetted messages - it's impossible to do at Workplace without creating a group. So we use email channel for such targetted communications - instant communication like in a chat (probably it's less appropriate in our specific case because we use MS Teams for such quick communication instead of WP chats)
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 Bring groups of people together to share info, stories, updates, etc. The chat app is pretty decent. Workplace Live is a good large-group meeting broadcast platform. It's pretty intuitive to use for anyone who's used Facebook. It provides different levels of "security" for groups, allowing you to have open, closed, and "secret" groups. It's easy to paste images into your posts and comments, without having to necessarily go through the process of saving an image as a file, etc. It has search capabilities for finding old information. It's available for both desktop/laptop and mobile devices. It's secured to allow only those within the company to see company-related info (but it also has a few inter-company groups, which can be useful, too). Workplace Chat has the ability to set it to Do Not Disturb. You can set notifications, including email notifications, if you want to be alerted to new activity in your groups, etc. You can use Markdown to format your text 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 helpful if a review confirmation checkbox was able to be placed by files that needed to be read or reviewed. Along the same line, approve, review again, etc. would be helpful checkboxes to add by files, proposals. The layout is clean but suffers a bit from the center column width with two sidebars and a lot of empty space. It almost looks like a going out of business sale retail store where you notice the empty shelves. Workplace feels a bit bare at times. I think some good design modifications can help. Now on mobile, it is a great layout. I am addressing specifically the desktop browser login. An admin control dashboard would be really effective and even more so with more users on the platform. 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.
Read full review
Having to download multiple apps just to use the tool is very cumbersome. Facebook would have make this better by wrapping it in as a main feature within their app, but having to use multiple apps to see discussions and walls is so frustrating.
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.
Read full review
Workplace by Facebook is an excellent fit in respect of support and documentation. It has excellent tutorials and documentation, as well. The UI and UX are already great as it is developed and maintained by Facebook, so most of the times, there is no need for any support or documentation.
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
Read full review Online Training
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.
Read full review
Workplace by Facebook is so much more than just a project management tool like
. The ability to disseminate information to employees is easier and better with Workplace by Facebook. It can also be used for informal messaging and sharing of information. It combines the best features of both with the same look and feel as Facebook.
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 We can meet the project times, that with the communication in real time. We provide solutions to our suppliers in a reliable and efficient manner. When a business can save time and at the same time respond to the demands of customers, this translates into greater market capture of action for the company. Read full review ScreenShots Genesys Cloud CX Screenshots Workplace from Meta Screenshots