Likelihood to Recommend
Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close
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It's well suited for large eCommerce stores as it requires much effort to set up and the development cost for setting it up is high. It's less appropriate to use Magento where you are looking for quick development and launch of the store. Also, it is required to have a developer or sometimes the entire tech team to manage an e-commerce store, so you may need to hire a few PHP developers.
Read full review Pros VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm. Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications. The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy. The level of details for report customization is another strong point. Read full review Magento is perfect if our web design client likes a specific pre-made template and wants a fast solution. Magento allows us to customize its open-source code to create additional features and functionality. Magento saves small businesses time and money if they only need a simple solution. Read full review Cons Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag. There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center. Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better. Read full review Not the simplest of solutions to use or maintain from an end-user perspective Other platforms are better with regards to SEO in our experience Fairly sluggish and slow compared to other platforms without the correct server specification and performance optimization work. Read full review Likelihood to Renew
Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.
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It's the dominant force in the SMB open source market. With the continued support of eBay/PayPal, Magento will continue to evolve and should be a market leader for some time.
Read full review Usability
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
Read full review Reliability and Availability
There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
Read full review Performance
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
Senior Business Analyst/Programmer Telecommunications
Read full review Support Rating
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
Read full review In-Person Training
Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
Read full review Online Training
Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
Read full review Implementation Rating
It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier
Read full review Alternatives Considered
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In looking at a different platform to migrate to from Magento 1, we looked primarily at Big Commerce, Shopify and Shopify Plus. Our host was very negative about Magento 2, but we determined after a couple years it was due to the fact it had even more complexity (and very different) than Magento 1. Shopify Plus was attractive, but the cost factor for two sites led us back to Magento 2.
Read full review Scalability
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
Read full review Return on Investment Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction. Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks. Read full review Delays in development leads to missed timelines and opportunity loss. High cost of development and maintenance may currently outweigh the growth. Better handling of customer and order information makes for better customer service. Excellent API has been a boon for integration with our ERP Read full review ScreenShots Genesys Multicloud CX (discontinued) Screenshots