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Genesys Cloud CX

Genesys Cloud CX
Formerly Genesys Cloud

Overview

What is Genesys Cloud CX?

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

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Recent Reviews
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Warm transfer (352)
    8.5
    85%
  • Call tracking (343)
    8.4
    84%
  • Recording (344)
    8.4
    84%
  • Agent dashboard (365)
    7.9
    79%

Reviewer Pros & Cons

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Video Reviews

12 videos

Genesys Cloud CX Review | Sales Manager's Experience
07:06
Senior Application Developer's Honest Thoughts | Genesys Cloud CX Review
07:32
Genesys Cloud CX | Providing Quality Client Care
03:42
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Pricing

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Genesys Cloud CX 1 - Voice

$75

Cloud
per month (billed annually) per user

Genesys Cloud CX 2 - Digital

$95

Cloud
per month (billed annually) per user

Genesys Cloud CX 2 - Digital + Voice

$115

Cloud
per month (billed annually) per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.genesys.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $75 per month
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Product Demos

Get to know Genesys Cloud

www.genesys.com

Genesys Cloud Guided Tour

www.genesys.com
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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.1
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.8
Avg 8.3
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Product Details

What is Genesys Cloud CX?

Customer relationships can be complex, but that doesn’t mean they have to be difficult. The Genesys Cloud CX (formerly Genesys Cloud) solution promises to make customer relationships simple. Built to handle any channel, the Genesys Cloud CX (formerly Genesys Cloud) platform follows the conversation across communication channels—turning calls, email, chats and social comments into a conversation.

The solution aims to simplify the way businesses connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships. Genesys Cloud CX (formerly Genesys Cloud) is a customizable application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.

The software deploys in days, and updates are available each week. The vendor states Genesys Cloud CX has active customers in more than 100 countries around the world.

Genesys Cloud CX Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: REST APIs
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration
  • Supported: Automatic speech recognition (ASR)
  • Supported: Natural language processing for IVR
  • Supported: Communications forecasting

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys
  • Supported: Customer interaction analytics

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Live chat channel
  • Supported: Co-browse
  • Supported: Screen-share
  • Supported: Social media channels
  • Supported: Mobile applications

Predictive Analytics Features

  • Supported: Intelligent call routing
  • Supported: Chatbots

Additional Features

  • Supported: Voice Routing
  • Supported: Web Chat
  • Supported: Email Response
  • Supported: SMS
  • Supported: Social Listening
  • Supported: Unified Communications
  • Supported: Softphone
  • Supported: Workforce Scheduling

Genesys Cloud CX Screenshots

Screenshot of Genesys Cloud directories, used to find the right person in an organizationScreenshot of a dashboard where agents can see the activities in their queueScreenshot of a dashboard where contact center managers are shown key metricsScreenshot of the built-in Call Center Co-browsing capability

Genesys Cloud CX Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported CountriesCanada, Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom, United States, Guam, N. Mariana Island, US Virgin Islands, Puerto Rico, Argentina, Brazil, Chile, Colombia, Dominican Republic, El Salvador, Mexico, Panama, Peru
Supported LanguagesArabic, Chinese (simplified), Chinese (traditional), Czech, Danish, Dutch, English, Finnish, French, German, Italian, Hebrew, Japanese, Korean, Norwegian, Polish, Portuguese (Brazil), Portuguese (Portugal), Russian, Spanish, Swedish, Thai, Turkish

Frequently Asked Questions

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Genesys Cloud CX starts at $75.

Five9, NICE CXone, and Talkdesk are common alternatives for Genesys Cloud CX.

Reviewers rate Warm transfer and Inbound call routing highest, with a score of 8.5.

The most common users of Genesys Cloud CX are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(676)

Attribute Ratings

Reviews

(1-25 of 404)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Genesys to route our contact center calls & emails. Previously we had an outdated call center with limited reporting and routing capabilities. Genesys makes this simple to configure with greater visibility. We handle about 200k interactions yearly, and with Genesys, this is much more streamlined for our agents and our management team members.
  • Easily configurable views.
  • Streamlined agent activation/deactivation.
  • Easy to create dashboards.
  • Customized column orders in views.
  • Expected Service Level when changing schedules.
G CX is great at streamlining Queue creation and agent activation/deactivation in queues. It is also great at making important information like SL%, number of calls, & other call metrics easily visible.
Rajiv Menon | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
When I initially started working at [...] we had a calling tool called Avaya, but the calls that we used to make to the international market didn't always connect or they voice was never clear to the receiver. But with introduction of Genesys Cloud CX we were able to make calls better, i used to get connected to customers without any loss of time and being in sales, I feel that is very important.
  • Seamless connection
  • Clear audio
  • Easy UI
  • Easy creation of contacts
  • Although there is a leaderboard, the calls me and my teammates have made doesn't show up
  • I have seen sometimes the calls do not get disconnected even after hanging up, for which I have to reopen the app
  • Not sure why i wasn't able to use the app on mobile, access was denied everytime, that would have helped me much better, rather than using it on the laptop everytime
For a sales rep who is handling international market, i feel this tool is the best way to connect to customers, there are no major issues while using this app.

But i would say same cannot be said for reps handling their home market, as making calls by a normal phone would be much easier.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Our organization uses Genesys Cloud CX to stay in continual communication with fellow team members, and to better serve our membership. Fast and efficient communications are key in providing quality service not only to a client base but to co-workers as well, and Genesys Cloud CX allows us to do so.
  • Instant Messaging between individuals team members.
  • Instant Messaging between groups of team members.
  • Multiple communication channels to choose from.
  • Notifications for IM's could be more noticeable.
Any organization with multiple employees can benefit from streamlined internal communication, particularly when serving a client base.
January 10, 2024

Genesys Cloud CX Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use the voice, messaging, and email channels as well as chatbot over 4 departments and possibly one more in the near future. Additionally, one department that only uses voice with be adding messaging. We still are in our infancy of utilization, so most of the benefits of Genesys Cloud CX are not in play yet. Though we are working towards beginning customer sentiment and other AI capabilities.
  • Dashboard reporting is great for our managers to see where their agents are at
  • Supervisors can change and update agent queues and skills easily without CTI intervention
  • It either needs more focus on the abilities for the Salesforce embedded client, or they need to stop advertising the ability. All the new functions come out for the stand alone site, leaving the customers that integrated stranded with nothing. This conference opened my eyes to the capabilities of Genesys Cloud CX, but how almost none of it is for the agents integrated with Salesforce.
If they want it as the stand alone, I would recommend it all day every day. If they want to integrate with Salesforce, I'd tell them to think about it, and not want anything overly complicated. It just really sucks to always be behind the curve of everyone else on the same platform. I heard this same issue voiced to at the conference in COsta Mesa, and it was said that Salesforce will always be at minimum 6 months behind on features. Also, skill based routing needs work. If there is anticipation of the call transferring to a new agent, skills don't strip. So if a Customer Service rep gets a call for sales, they can't transfer the call without holding on to the skills applied to the call already, which no one in Sales would have. We had to build a custom script to make it work.
January 04, 2024

Genesys Cloud CX Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
It's the base of our contact center operations. We run everything out of it, so our full-time daycare, our backup daycare, we do tuition reimbursement. It's what everything's pulled into our customer bases. Our CRMs are tied into it. It's really the heart of the business.
  • Since I've come on and with my roles in it, the big thing that I like about it so far is that it seems to constantly be growing. Some of the big parts in Allman are on the quality side of sentiment analytics topics getting into the AI bots. Since we got into those, it has changed so much and we just keep seeing more and more on the roadmap of upgrades coming
  • There are definitely some features and functionality we'd like to see. We have groups in workspaces, but they don't seem to be tied into very many portions of Genesys Cloud CX. You can only use groups and workspaces in specific places. It'd be nice if we could integrate those more where we already have these groups rather than building those same groups of people in another form to use in this section.
  • One thing I hear constantly from my quality monitors is: can we add a mass delete button for interactions that have been delivered? I had a person recently, they had a policy running, forgot about it. A couple months later they went in and they had 300 interactions, so they had to delete them all one by one by one. Little things like that that hopefully are in the roadwork.
It ties into everything. I can't really say offhand when it doesn't make sense to use it. I mean, with our use of it, we don't, there's nothing else that comes into play or anything for us.
Ellen Caroline Murphy Dixon | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
In the organization we have this excellent and robust routing tool in all commercial areas, in terms of the most suitable choice of agents, for a secure call, providing the best service to each customer. Among other things, Genesys helps us in obtaining profits with the sale of the company's products, through different communication channels, among which are: emails, chat, social networks. It is easy to install and its execution is very simple.
  • Excellent router for communication.
  • It is compatible with different platforms, making everything easier.
  • Intuitive and consolidated platform architect.
  • Ability to notify eventualities.
  • Nothing has failed us since we have been using this generous tool, so all customers remain satisfied, and therefore dividends are increasing day by day. Genesys Cloud CX keeps complex routing simple, fast and very easy.
With this tool, each organization will be creating, innovating and scaling positively, so you will see excellent results in terms of money. All reports from the cloud are very efficient, with an exceptional status. It has good functions that are easy to use, with constant updates. It has a technical team always ready to help you when needed.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
We are integrated into your cloud, and any automation outsourcing you want to do can be done through Kore. We integrate it with our Ccaas platform , we also use its voice services as a front end to the AI and NLP platform behind the platform architecture . Also to make voice more human like.
  • Integrations.
  • API
  • Cloud services.
  • Not very technically hands-on with the product.
People are moving out of legacy on-prem to a modern, more secure cloud. Human-like conversations, as opposed to press 1 to do this, press 2 to do this, have become obsolete. No one wants to wait 2-3 minutes navigating preset queries to get to what they need in any company.
September 29, 2023

Genesys Cloud CX Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Through our expanding activity in customer care, we decided to diversify our operations using the Genesys Cloud platform. What for? To bring omni-channel communications into one place, because other legacy systems get in the way and we can't consolidate all our interactions. Genesys allows that. Genesys, I say it's real omnichannel communications, in fact. And we bring everything in one place, that is all interactions are in the same place within the platform. This is a market differentiator for us, which is why we are partnering with Genesys.
  • We have a project, for example, in a solar energy company, where we do all the customer support services of the solar energy platform from contracting, new products, SAC, and so on. With Genesys Cloud CX, we are able to put the service platform into operation on the contractor's website, where the customer enters the site and he already starts the interaction, he can finish a contract and everything, all on the same platform. For example, if he enters by chat and he comes back by email, it doesn't matter, he can follow and continue with his interactions in the same way.
  • For us, what would be necessary to be different in the platform today, I understand that for outbound, for dialing, as a dialler, it still has to adapt to some situations, even legal ones in Brazil. So, today the platform still has this need to adapt, such as time zones and so on.
As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
September 29, 2023

Genesys Cloud CX Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We have two teams that use Genesys Cloud CX. We have our contact center, so they manage our inbound calls from our customers, and we've got our ICT service desk and they're managing calls from our internal staff.
  • One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it.
  • We can see the bot and the digital side is growing at the moment, but there are still a couple of gaps that we think about. So as I say, every customer comes through our bot, but we don't have an easy way of exporting what they're actually telling us. We can see a snippet throughout the day and we can retrieve, I believe, 250 of the most recent things, but we get about 3,000 calls a day. It's a snapshot of what we're actually getting. It's the analytics piece that we'd like to see enhanced a bit.
I think for us managing those inbound contacts, it's been really easy to scale it up and up and up. So we've got inbound voice, email, web messenger bots, and we've done that all in two and a half years. It's been really easy for us just to kind of keep growing and keep improving those services that we offer.
September 29, 2023

Genesys Cloud CX Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We moved from Avaya. We're utilizing it for UCAS and CCAs. We're doing everything we can to better maximize our customer experience through multi-omnichannel speech analytics, WFM, and everything to try to make it a better experience for our members when they call in.
  • It's very easy to use. Surprisingly, considering we moved from a system that I've been using for years, the learning curve's been surprisingly low. It's actually very easy to learn the amount of support that's out there with the communities and is actually very, very robust. I've learned a lot just by asking questions. But just overall, everything makes sense with it.
  • Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better.
  • I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing.
We utilize it every day and it makes sense.
September 29, 2023

Genesys Cloud CX Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We are using Genesys Cloud CX to close as our main solution for the call centers. We have currently 10 different tenant organizations and one organization is dedicated to one customer except for one organization that is a shared organization. For customers, we use to deliver interactions to the proper team. We handle more or less 10 million interactions per year or about 3,000 agents. We're using Genesys Cloud CX for voice calls, chats, and emails.
  • This product has particularly good integration between the bot and the IT system of our customers. It's much easier with code than the other products to connect our example solution to it, and our customers to be able to provide personalized journals for the users. Implementing bots and AI is also very easy.
  • Genesys Cloud CX can probably improve the support of other languages than English. We still need to wait for a little time. Some features are available in French. They can be improved in analytics. It's still sometimes quite difficult to get the Pro Analytics.
It is well suited for our business, as we have the flexibility and the tools to give the best solutions to, or the best answers to, our customers. Where it's not so well suited is for very large teams. When you have more than two or three agents and with lots of complexity, sometimes UI is not.
September 29, 2023

Genesys Cloud CX Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We have actually been on the engaged platform for several years now, close to 15 years. So one of the things with the Engage platform is we lack the ability to innovate rapidly. With Genesys Cloud, not only did we have an old infrastructure that we needed to migrate over and that needed to be maintained, but we were through actually upgrading our Genesys engage platform, and we migrated to the cloud so that we didn't have to take care of the maintenance of all those servers. We had a lot of cost savings with getting rid of hardware infrastructure by moving to the cloud. That was one of the pain points. Also moving to Genesys Cloud CX actually improved our agent productivity by a lot, so that was one of the key drivers.
  • Architect, which is a Genesys flow designing tool. A lot of the architect flows could be done with a lot of ease compared to our Genesys Engage platform. From a design standpoint, we really like that platform and the Genesys admin tool where everything can be done within the Genesys admin tool itself be it workforce management, be it configuring user profiles. A lot of that stuff can be automated. A lot of the integrations could be done much more efficiently by using the App Foundry, things like that. So it's a lot of automation with Genesys Cloud that we never had in Genesys Engage.
  • As far as missing functionality or hard to use, I think a better job could be done with the roles and permissions feature of Genesys Cloud CX, even though it's actually much more simplified than Genesys Engage. I think the scope for improvement, because it can get confusing at times as to what roles or permissions could be provided for a particular user or for a particular product that is being used, or so it could get a bit confusing. I think that could be improved.
As I mentioned, this product is well suited for customers who don't want to actually deal with any of the maintenance that is involved. Even using virtual machines is out of the picture now, so we don't have to deal with any of the hardware and data centers. So it's well suited for customers who want to move away from that. I think this tool has the power to give our business users more opportunity to actually get into the product and actually do things on their own without actually depending upon the development team to actually get things out the door. They could actually do it by themselves because it is much easier. Areas of improvement? I think, like I said, permissions. The business still has to come to us to apply for permissions because of the fear that they might actually do something they're not supposed to. So that's one area of improvement.
September 29, 2023

Genesys Cloud CX Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
I use the solution very often to give demonstrations to my customers. I use the voicebot functions and video support. With the solution, we can solve a lot of our customers' problems with better, more responsive support.
  • One of the most important things is that the solution has an AppFactory and that many solutions are integrated with Genesys. This means our technician only has to use a single interface.
  • There's not much I don't like. I really like the latest features related to the interconnections with Microsoft Teams. We’re also looking forward to a lot of new features coming out around Workforce Management that are going to be very interesting.
Increasingly, we need users to be well-recognized and well-guided to find the right information as quickly as possible. I think Genesys meets these needs.
September 29, 2023

Genesys Cloud CX Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We have a customer contact center based in Canada and around the world. Our goal is to move from a support service to an experience service, to provide an exceptional experience for the customer. Genesys technology helps us to draw more insights from customer interactions so the agent has information that can help them advise the customer better.
  • One of the things we like most is being able to route calls to the right person and with a single glance, that agent is able to find all the information about the customer to assist them in the best way possible.
  • I would say quality management. At the moment with the Genesys product, in order to be able to use data linked to the evaluation of interactions, we need to first build a whole data architecture with APIs, from Genesys to an external database. We need to do all of that in order to be able to extract feedback that we can give to agents. By investing more in the availability of feedback, we'll be able to quickly cascade important information and improve our level of service.
I'm really happy with Genesys, how it’s really easy to use. Without really having to deploy a big technology project, we have very important functionalities in customer service. For example, I'm thinking of Work Force Management, WFO. It's really important to be able to use this kind of technology.
September 29, 2023

Genesys Cloud CX Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
I'm in charge of managing the Genesys Cloud. That means I support the call center entities. We have two separate call centers, so we use the division function. In Genesys Cloud CX, we have several IVRs, DADs, and different call treatments, and around 350 agents. Everything is called support. I'm in IT, I'm not on the business side, but I form the link between business requests and IT support to manage requests, regular changes, modifications, and adjustments, basically making sure we do everything to their liking on the IT side.
  • I'm delighted with the product. I love Genesys Cloud CX and discover new things every day. I think the platform is easy to use. There are a lot of things included—calls are recorded, and I can start a chat or email interaction. I have a lot of things available to me easily without having to add bits and pieces. The Cloud 3CX licence, I think that's what it's called, is what gives us access to do all sorts of things and handle all sorts of interactions.
  • I find it very refreshing. This is my seventh month on the Genesys platform. Before, I was on a Cisco platform, but I find Genesys much more seamless. It offers a lot of interesting functions and is much easier for me to manage.
  • I'm discovering people and permission, which is quite granular, and there are a lot of things to work on with people and permission, especially as we have two divisions. With divisions, it's important that our roles are very clear. One of the things I discovered was that can't respond for emails or chats is not 'division aware', which means you have to be careful. Then I asked around and saw that a fix was planned for Q4.
  • I really like the fact that you can go and ask questions, say: "This option is not division aware" and there's someone at Genesys who says: "Yes, we've already been told about it and we’ve made plans to adjust it." Even if today, I mean, 'people and permission', it's particular, you have to understand that, but as a solution, Genesys is constantly evolving.
  • If there are things that I find a little difficult, I can rely on my network, my integrator, and the people at Genesys to provide help quickly, and then also know that soon, someone will be planning to change it or update it or upgrade it.
I don't think it makes much sense to give Genesys to my business users, but it’s useful for people who aren't in the call center. In the telephone system, you always have people calling business users and call center users. If we were on an old phone system where everyone had a phone on their desk, we would move to Genesys. Maybe it's not a good idea to give Genesys to people in administration, finance, or reception. Perhaps that's not where Genesys works best.

For call centers, for example, it's perfect. What we did was provide telephones in Teams for people in business and admin. Then, the whole call center team went on Genesys. Obviously, everyone talks to each other via Teams anyway, and there are fewer and fewer phone conversations. Where I think it really stands out is in terms of the call center. It's wonderful, but I don't think it's worth having a license, not a top license for an administrative type user. What's more, over time, we're seeing that fewer and fewer interactions are taking place via calls. Not for the call center, of course. When business comes in, calls go through the call center, so it's vital to have these as voice conversations. But in administration, finance, or accounting, we don't really need to call each other anymore.
September 29, 2023

Genesys Cloud CX Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use the product to reach potential customers. We're essentially prospecting for people who would use our product. We pull the data straight from our CRM database and we queue that up for the day, and we'll set it up for predictive dialing with automated voicemail messages so the sales reps can focus on having conversations with people that answer the phone. We can also leave a specific message when we do a voicemail message. That's how we have initial contact with our customers as we get them into our pipeline. I also use it as just my day-to-day phone. So if I'm calling outbound to talk to a customer or even a potential employee, that's the phone I use to just make my annual dials from.
  • There are just a billion things you can do with it. We're still in the process of trying to calibrate it and get all the different bells and whistles out of it, but I think for us, the big thing that has been a game changer is the automated voicemails and being able to utilize that tool. We're just able to do way more when we're outbound calling than we used to when we were leaving a voicemail message every two out of three messages, two or three calls.
  • That's tough. I feel like the hardest thing for us so far is it's just such a wide range of things you can do with it that we're still trying to wrap our arms around "How are we going to do this next thing? How are we going to implement these five things?" It just takes a lot of time for us to be able to integrate it, understand what we're doing, scope it all out, build it the right way, and then get the team to start using it in a way that makes sense for them. Get some feedback from them and tweak it a little bit. It's not out of the box and flip it on.
Right now we use it for the outbound prospecting. That's really been key for us and how we've been doing that. I would say the scenarios in which we haven't yet are eventually going to be transitioning to using it company-wide. It's just to everybody's calls. But I think part of the struggle with that is how do we do that and give people the access we've given them to it while still maybe keeping certain calls for security purposes excluded. I guess that would be the one that I would say is not the exact fit.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Workforce Management Management unit -no limit - since we need to make configuration on multiple teams and this is in relation to the location labour practice. if we are based on multiple location then we have to configure each in relation to the common labour practice and it is not the same for each. Forecasting -volume view in decimal it not appropriate because we do not staff Queues partially. And i assume that the tool schedules an FTE even the value is in decimal. -adjustment of forecast should not have a limit and re-forecasting can done at anytime without changing the schedules. -No staffing forecast, we won't be able to see or simulate staffing requirement if the view is only at the end point where you have done your volume forecast and scheduling. it does not make sense to repeat this over and over to view your staffing requirement and SLA Forecast. -Import Volume Forecast - this feature should be available to ease the adjustments instead of having a limited lines you can edit. Scheduling -schedule creation and intraday schedule optimization, this will be helpful to manage breaks and meals. and if possible to set the over under threshold where breaks and meals can be placed. Also the number of overlapping breaks and meals. -Workplans should not have limits. this will be dynamic to react on situations where we have less staffing specially if we make schedule and break/meal optimization to suggest the best possible schedule and placement of meal and breaks. -collecting activity data where in our case the offline is productive eg. outbound, emails. so that we can predict how much of this time can be offset as a deferred work to account in scheduling regardless if the email system is in pure cloud or not.
  • schedule view
  • gamification
  • mobile app
  • forecasting
  • scheduling
  • staffing forecast
they should ask industry professionals and end users prior deploying so that it will not create a expectation that is not deliverable but critical to the end user. Prior the demo of the product, requirements has been provided and this creates expectations to deliver the requirements.
August 03, 2023

Tool for growth

Chandra Oakland, PMP | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Contact Center solutions. Connecting us to our customers efficiently. 90+ Genesys Cloud CX orgs.
  • Public resource database (resource center)
  • Rolling releases
  • Ideas lab
  • Easy UI administration
  • Back office QA
  • Better easy to use reporting and analytics
  • Automatic and rolling topic mining
Genesys Cloud CX has been a great partner for our growth and innovation. We're constantly working together to review our business use cases using them to drive improvements to the platform.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
A global common platform for all call centers. Addressed consistency and a way to bring things back in-house for more control.
  • Call routing based on skills.
  • Segmented role permissions.
  • Easy to learn and understand.
  • Speech recognition.
  • Transcription.
  • Data export.
Very good ACD system with specific flow control. Good with channels other than voice. Real-time reporting via Workspace is good. Good integration with other CRM systems to centralize user experience. Speech recognition could use some improvement and transcription.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
All incoming calls, reporting, monitoring agents. Stats reports, utilizing to target problem areas
  • Ease of finding recorded calls
  • Chat features with team members
  • At a glance being able to see dashboards and team member statuses
  • Pinpoint specific areas to look at such at statuses, hold times, etc.
  • Reporting
  • Not able to pull multiple months of stats at a time
  • Real time sync
  • Generating own reports. Allow the user to specify what they want to see on exporting reports
Ease of seeing and communication with team members and statuses. Being able to pull the stats needed for our reporting needs is very frustrating.
August 01, 2023

Review.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use it for all voice and digital interactions, used across the enterprise and now smaller agency offices across the country. Slowly integrating through the use of API with other systems (i.e., ServiceNow, Salesforce), which helps to have all information in one place for reps.
  • Uptime
  • Scalability
  • Use of new technology (i.e., AI).
  • More detailed information on functions available and how they work.
  • Perhaps integrate ChatGPT into the Knowledge Network.
  • Better support across Genesys teams when issues occur and tickets open.
Well suited because it is an all-in-one solution where we can put the entire enterprise on the system. Previously we had about four different phone systems. Another thing is how well it integrates with other systems/services.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Contact center supports In-N-Out d/outbound calls. Chats, emails and text message. Helps tie a metric to each agent and helps keep track of at home staff.
  • Updated often
  • Call monitoring
  • Performance
  • WFM
  • Scheduling updates
  • Forecast
Good for an at home workforce. WFM can be difficult if coming from a system that is more automated with scheduling and over/under.
August 01, 2023

CX Review.

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We currently use it as a Cyber DR backup platform for our primary contact center.
  • Easy to set up.
  • Easy to design IVR.
  • Easy to provision.
  • Including new capabilities to the platform for use.
  • Pricing model.
  • Ability to have a relationship between multiple CX platforms.
Ease of use and start-up.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Genesys Cloud was implemented to offer a contact center solution and to displace an on premise PBX. The premise was to migrate to a full cloud solution, to mitigate lengthy upgrades, and to offer a seamless solution end-to-end which with a feature-rich product.
  • Seamless Upgrades.
  • Feature-Rich Contact Centre Solution.
  • User-Friendly Experience.
  • Email Channel functionality is a little limited at present.
Great for those looking for a full cloud end-to-end solution. I could not think of a reason where it would not be fitting - the costs are comparable against other providers, including running an on-prem solution.
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