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
Ytel is an excellent choice for all of your cold calling needs. It allows incoming and outgoing calls to agents so sales calls are simplified.
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 Ytel is very user friendly. Ytel keeps track of my employees time and makes sure their time is productive. Ytel has EXCELLENT customer support. 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 Reporting could be simplified a little more. The chat function between employees needs to be updated. 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 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
Support is always available via chat or telephone. Support staff is very knowledgeable and helpful. In the 8 years that we have used Ytel, I have never had a bad support experience. Top-notch customer service!!!
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
We chose Ytel because of the ease of use, affordability and excellent customer support
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 Forces my employees to be more productive. Data management is simplified. Ytel is very affordable. Read full review ScreenShots Genesys Cloud CX Screenshots