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
Read full review Pros: Splunk is very well suited if you have multiple log sources of related data. All of them can be correlated and tasks can be automated based on the requirement. Other than alerts, Splunk can also run a specific script of your choice, based on some defined conditions. Cons: If you have a few logs but a large number of log sources, Splunk can be very expensive.
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 Real-time + Scheduled alerts - i-e you can set up alerts which are actively monitoring your logs Pretty good response time for search results. With our key/value logging, Splunk makes it blazing fast to query the data. Dashboards provide insights into historical data Love how Splunk indexes all of the data and provides keys to search on 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 At times some queries can run slowly if indices are not on a portion of the query you use. Setup time initially can be difficult if your logs aren't stored in common locations or in a common way to write the log. Ability to ingest logs from different locations without having to change code to put logs in a certain place (pro and con). Searches can be a bit more difficult to look through if your log isn't pulled in a manner that is easy to read through splunk. 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.
Read full review We are using Splunk extensively in our projects and we have recently upgraded to Splunk version 6.0 which is quite efficient and giving expected results. We keep track of updates and new features Splunk introduces periodically and try to introduce those features in our day to day activities for improvement in our reporting system and other tasks.
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 You can literally throw in a single word into Splunk and it will pull back all instances of that word across all of your logs for the time span you select (provided you have permission to see that data). We have several users who have taken a few of the free courses from Splunk that are able to pull data out of it everyday with little help at all.
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 When properly setup and configured, Splunk is extremely reliable.
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.
Derek Gibson 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 Splunk maintains a well resourced support system that has been consistent since we purchased the product. They help out in a timely manner and provide expert level information as needed. We typically open cases online and communicate when possible via e-mail and are able to resolve most issues with that method.
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 The online course was simple clear and described the main capabilities of the solution. There is also an initial module that can be done for free so anyone can familiarize themselves with the functionality of this solution. On the other hand, however, there could be more free online courses. Maybe even with a certificate, this would broaden the group of people who are familiar with the platform while increasing familiarity with the solution itself.
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 Smooth without too many major issues.
Read full review Alternatives Considered For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...). However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
Read full review I wanted to learn a new language that I can quickly master and implement. Splunk is easy, fun to use and best of all, it can be developed in hours not days or weeks. Splunk is fundamentally a programming language that is minimal but yet powerful enough to collect, analyze and visualize data.
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 Splunk can scale in to the petabyte per day range which of course is awesome
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 Overall very positive. It has provided visibility to what is going on within our network. One drawback is the time it takes to get up to speed with the application, but this is up to the user, and Splunk education is excellent. In my field, IT Security, there are few other friends to have in your back pocket better than Splunk. They are just that good. Read full review ScreenShots Genesys Multicloud CX (discontinued) Screenshots