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.
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Zeplin is, overall, really great for what it’s known for: design handoffs to development teams. Thus, it’s an excellent tool for scenarios in which the design and development teams do not work very closely. Because it allows users to use the tool on various platforms, it’s also great for teams in which there are in-house and remote (or contract) staff working on a single project. The tool is pretty lightweight once users are on-boarded, so it’s also great for larger teams. However, it can take significant time to onboard people to it, so it might not be great for more rushed projects. It also doesn’t have a ton of functionality beyond supporting design handoffs, so one might choose a more inclusive tool, such as Figma, to support more steps in the design process. Finally, Zeplin is costly and its rates are pretty inflexible, so this might not be the most ideal tool for more cash-strapped teams who want to use Zeplin for more than one project at a time.
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 Provides dimensions across iOS, Android and Web which saves developers from a lot of guess and check when implementing designs Allows for easy download of digital design assets for developers to easily organize and implement Great user experience in terms of the product itself and a great value for your money Automatically generates CSS for web designs which is AMAZING! 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 better if it has a dedicated web application It's not the easiest tool to learn and start working with It would be awesome if it had more features turning it into an all-around tool for mockups and prototypes 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.
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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.
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Zeplin is not a fully functional prototyping software system, but having the ability to add notes to help explain what actions are expected allows me to rate it high.
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.
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Zeplin has classic support with a chat from the website. It's working fine, and we're also getting the support needed when needed. However, Zeplin is very good at closing the incidents and moving on. It was a while ago we had a case with their support so that it might have improved since then.
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
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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.
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Zeplin is great to inspect and share user interfaces, specifications and assets, perfect for developers. Tools like
and Marvel are much better to create prototypes for both developers, coworkers and even stakeholders, but they don't have this kind of feature (inspection) as Zeplin does. So each of them can be used for different purposes, offering different approaches to share and interact with layouts for apps and websites.
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 Development time has reduced as the design updates are communicated in real time to developers and they don't have to write the boilerplate code as it's already generated. Employee engagement has improved as every stakeholder is aware about the design changes from the beginning and can give their inputs. Designers save a lot of time as they don't to explicitly communicate when the update or publish their designs and also it just takes a couple of clicks to publish their designs. Also, lot of rework is saved as every stakeholder is involved right from the beginning. Read full review ScreenShots Genesys Cloud CX Screenshots