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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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Awards

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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.

8.2
Avg 8.3

Workforce Optimization (WFO)

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

7.9
Avg 8.2
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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 highest, with a score of 8.6.

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

(746)

Reviews

(1-5 of 5)

Excellent product - full end-to-end solution!

Rating: 10 out of 10
August 29, 2024
AB
Vetted Review
Verified User
Genesys Cloud CX
1 year of experience
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.
Cons
  • 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.
Contact Center Software (13)
83.84615384615385%
8.4
Agent dashboard
80%
8.0
Validate callers
90%
9.0
Outbound response
90%
9.0
Call forwarding
90%
9.0
Click-to-call (CTC)
30%
3.0
Warm transfer
100%
10.0
Predictive dialing
50%
5.0
Interactive voice response
100%
10.0
REST APIs
90%
9.0
Call scripts
100%
10.0
Call tracking
80%
8.0
Multichannel integration
90%
9.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
86.66666666666666%
8.7
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
90%
9.0
Quality management
90%
9.0
Call analytics
90%
9.0
Historical reporting
70%
7.0
Live reporting
90%
9.0
Customer surveys
50%
5.0
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Has provided an excellent solution to WFH due to COVID.
  • Integrated a new PCI DSS solution to decouple us from PCI.
It plays a great role, the ability to offer automated bot services to help with FAQ is a great addition and feature rich!
We migrated from an onprem Avaya Contact Center elite platform to Genesys cloud with ease, the system was setup like for like and the ability to switch features on and trial functions on CX3 license level with no additional costs was an added bonus
Genesys is an end-to-end solution developed in-house - at the time of evaluating Ring Central it was coupled with Nice In Contact, and did not work seamlessly.
200
Retail and Consumer Contact centre, Financing, Internal and technical support
3
IT Support Engineers, Telephony background since migration from an Avaya on Prem solution
  • Contact Centre Voice solution to our customers
  • Internal Communication tool between our teams
  • Inbuilt features between our CRM data
  • The ability to add transcriptions to assist with our customer fault resolutions
  • Inbuilt chat channels
  • Inbuild email channels
We will likely be sticking with this product for some time and have no appetite to look at other products.
Yes
Avaya Contact Center Elite, this was due to be upgraded and we needed a SAAS based solution to help with our migration from the data centers
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
The feature set needed to be equal or better than what we had. The fact it is continually being developed and improved is excellent.
We were happy with the process we followed, we had a list of requirements and vetted various systems.
We rolled it out in a methodical manner to help alleviate the issues of big bang, when we got to the later larger teams for onboarding we had tackled nearly all of the known issues.
  • Implemented in-house
Yes
We rolled this out on a per team basis and placed intergrations between our existing PBX and Genesys
  • User onboarding and training - it takes time to adopt some of the users
  • Online Training
  • In-Person Training
Excellent product support training from the Genesys team and very informative
Excellent delivery and very informative, the team took the time to train out all of the agents and supervisor and the knowledge base is excellent
Personally it is right for the use we have, we do not use all features however it is nice to have the ability to fine tune where needed.
Setup like for like if migrating and then turn on additional features afterwards for simplicity of migration.
Some - we have added small pieces of custom code
Used to integrate with our custom on prem CRM - the implementation worked perfectly.
Not at this time
Quick and informative responses from the support team
No we went with standard support given that the system had an excellent SLA in place.
No
When I have raised queries around our flows they have been answered quickly and in an informative and simple manner to understand.
Very intuitive and easy to use.
  • The flows are very initiative and easy to use
  • The integration elements and Actions tabs are simple to follow
  • The dev tools and the ability to seek some elements of information.
Yes, but I don't use it
Feature rich product and consistently being developed and updated in the background.
We have never had an outage (touch wood)
Quick load times and voice quality is always excellent even on limited bandwidth it scales effectively
The professional team made it easy to seamlessly integrate with our bespoke CRM.
  • CRM
  • NA
  • File import/export
Work with the professional team, they are knowledgeable on most aspects
We had a great migration/implementation with a well supported team throughout the covid period we delivered on all aspects.
Support is very responsive with any questions we ever raise.
Excellent support and full understanding of our implementation requirements
Just contractual terms as per the business requirements.
Very competitive against other similar products in the field
Not at this time
Yes
Simple without fault!
  • NA
  • NA

All-in-one platform suite for your contact center

Rating: 9 out of 10
August 23, 2024
Vetted Review
Verified User
Genesys Cloud CX
2 years of experience
We are using Genesys Cloud for customer services, Inbound call flows, chatbot integrations, natural language (Lexbot) and to provide the better services and support to the customers using our products. Earlier we need to go for the third-party CIT solution, but this has been addressed in the Genesys Cloud CTI solution.
I like to provide more info about the Realtime transcription and sentiment analysis of Genesys cloud, it enhances the contact center agent experience as well the QA is able to quickly evaluate the interactions.
  • Genesys is going exceptionally well in the call routing; we have bulls eye routing which can choose the more appropriate agents to route the call and IVR's can do precise routing login using the architect scripts.
  • The Genesys Cloud solution centralizes omnichannel processing, system configuration, administration, and reporting, while also consolidating multiple vendors to one.
  • The Genesys Cloud migrations provides fast deployment and cost-saving.
  • WebRTC softphones vs expensive hardphones vs softphones.
  • WebRTC softphone, On-demand call recording, Corporate and workgroup directories.
  • Voicemail and unified messaging which gives exceptional enhancements in our call center environment.
  • Realtime Transcription
  • Sentiment Analysis
Cons
  • We need to rely on the stability and the quality of the user’s Internet connections bandwidth.
  • In case of any features which need in house development, and we need to wait for the more time.
  • Genesys should focus calling plans instead of going to other PSTN service providers.
Genesys Cloud is providing omnichannel customer experience which is good compared to all other providers in the market now, and when it comes to the calling plans we need to go for the third party providers, instead this could be managed by Genesys itself by providing calling plans as like Microsoft calling plans.
  • Genesys CTI.
  • Lexbot integration.
  • On demand call recording.
  • Voicemail features.
  • Genesys WEM/WFO
Contact Center Software (13)
80%
8.0
Agent dashboard
90%
9.0
Validate callers
70%
7.0
Outbound response
80%
8.0
Call forwarding
90%
9.0
Click-to-call (CTC)
80%
8.0
Warm transfer
80%
8.0
Predictive dialing
90%
9.0
Interactive voice response
80%
8.0
REST APIs
80%
8.0
Call scripts
60%
6.0
Call tracking
90%
9.0
Multichannel integration
70%
7.0
CRM software integration
80%
8.0
Workforce Optimization (WFO) (9)
82.22222222222221%
8.2
Inbound call routing
80%
8.0
Omnichannel inbound routing
90%
9.0
Recording
90%
9.0
Quality management
90%
9.0
Call analytics
100%
10.0
Historical reporting
80%
8.0
Live reporting
70%
7.0
Customer surveys
60%
6.0
Customer interaction analytics
80%
8.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Omnichannel experience.
  • PSTN is not provided by Genesys.
  • Call routing options are exceptional.
  • BCP solution is not effective in case of application level failure
  • In case of BCP then you need to bear for the additonal cost for licensing
Genesys is good in the knowledge management and they are clearly document all pieces of the information in the help.purecloud.com, if you required any assitance its provides a detailed explanation and also the examples for the practices. Genesys also does good in the automation where the self-scripts can be created for the calls
Yes, they have developed tool to inject the existing configurations in the production system and also its very easy to migrate from any legacy/on-premises solutions and its user's friendly with lot of enhacements in the GUI page. But when specially taking about BCP they still need to address how the application level redunacny can be achieved without spending more cost for licensing .
We get the good omnichannel experience and fast implementation, Webex phone features and also cost effective solution.Genesys WEM/WFO is very good and its helps business for the forcasting and enabling the shift plans as well.
Sales, Customer service and HR's
2
Employess are having hands-on experience in Implementation, Migration and configurations and additonally they should be ceritifed in Genesys cloud Professional
  • Genesys Outbound dialer
  • Genesys SMS & Email notifications
  • Genesys Voicebots
  • CRM collabration
  • Genesys Predictive engagement
  • Genesys Co-browse
  • IVR Personalization
  • Customer authentication
  • Genesys Global media Fabric
  • BCP solutions
we are getitng all of our needs in the genesys cloud cx for our contact center needs.
Yes
We were using avaya,and other On-premises solution for our contact center solution and its having huge operational cost for that , Hence decided to move to Genesys cloud CX and it provides all under one roof.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
Genesys WEM/ WFO is the one major point which we were decided to migrate to genesys Cloud CX
we will check the BCP solution in case of application level failures and ensure the genesys cloud CX should address this without charging for the licensing cost in the backup server
Yes, I have completed the implementation of Genesys Cloud CX it has good, nice drag and drop features to create IVR, and ease to create schedules, holiday calendar, time of the day for open and closed and DID mapping
  • Implemented in-house
  • Third-party professional services
Yes
Yes we focused the implementation on division wise
Change management was a big part of the implementation and was well-handled
Since its new implementation, it was breaking some existing for each change initially then later we stringent the process of change to minimize the outages while implementation other business units
  • Online Training
  • In-Person Training
  • No Training
Its learning subscription where you will get all the required information and it would be active for 1 year
Company provides the learning subscription in the GENESYS Beyond Course, and it really help to understand from Basic to advanced level. They really described each and every section in the online module. The best part in genesys making unique is documentation, Whenever you need something you can simply go to help.mypurecloud.com and it provides end to end information of your requirements.
Yes, you will see tons of videos and well documented step by step information in the help.purecloud.com and always go the genesys.beyond.com to see more training videos and documentation about genesys cloud CX
Genesys takes more time to analyse the logs and TAT for the incidents,and for every audio related issues you should enable media capture logs and its really degradge the performance of entire region but still we dont have any other option than doing it.
No, its very costly solution and we did not want it
Yes
There are many bugs has been reported to Genesys Cloud CX and Dev team takes more time to develop fix for it
During the Platform level failure in the one of their hosted region and they provided the timely update in the public forum with all relavant details to understand and keep updated about the issue and progress on that
It provides best employee experience and customer experience
  • Genesys WEM/ WFO
  • Recordings and Monitoring
  • Reporting
  • Easy of administration
  • Architect Scripting
  • Logs capturing for troubleshooting
  • Enabling the media captures
Yes, but I don't use it
Yes
Sometimes we use to get the issues because of poor release management but most of time the release management went well

Overall, Genesys is great

Rating: 10 out of 10
July 30, 2024
FR
Vetted Review
Verified User
Genesys Cloud CX
1 year of experience
We use Genesys Cloud to manage our call, chat and email channels for customer support. the main advice and priority is to know how your business prioritize and identify the scope of work on the needs for your business .
  • Call recording and reporting.
  • The call flow is easy to understand and make changes.
  • One single application for phone and emails.
  • Admin access facilitates a lot of issues.
  • In-house control for any change.
  • Reporting overall.
Cons
  • The email search is lacking greatly. It's frustrating that we cannot search by keywords.
  • Sometimes agents are absent.
  • Unable to see open items.
  • Unable to log customers.
Good for when your main platform involves calls and emails. The email search feature could be improved.
Contact Center Software (13)
96.15384615384615%
9.6
Agent dashboard
90%
9.0
Validate callers
100%
10.0
Outbound response
100%
10.0
Call forwarding
100%
10.0
Click-to-call (CTC)
90%
9.0
Warm transfer
100%
10.0
Predictive dialing
90%
9.0
Interactive voice response
90%
9.0
REST APIs
90%
9.0
Call scripts
100%
10.0
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
93.33333333333334%
9.3
Inbound call routing
80%
8.0
Omnichannel inbound routing
80%
8.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Live reporting
100%
10.0
Customer surveys
90%
9.0
Customer interaction analytics
90%
9.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Simplifies things and puts it all in one platform.
  • Admin access rights improved.
  • Improved CX.
Genesys is been a great tool to get implemented on our everyday operation for customer support. now we are exploring on AI utilization on our ivr and self service options to facilitated interactions with customers and savings on staffing and contact volume.
we are exploring the options on ai to see self service, auto ivr routing and more accurate information to customer. We been seen a lot communication on AI and CX to incorporate - we are doing a lot planning to ensure we can see improvements.
Overall it has better reporting, admin access, and features all around. opportunities for self service to take advantage
Mindful Appy, [24]7 Journey Analytics
250
customer support
250
call center experience and regular phone system knowlegde
  • call flow
  • email call flow
  • customer experience
  • reporting
  • call recording and evalautions
  • eMite reporting
  • Admin capabilities
  • voice recognition
  • link to SAP - ORDER MANAGEMENT SYSTEM
  • IMPROVE EMAIL SEARCH
GREAT TOOL TO USE AS MAIN PLATFORM
Yes
cisco / Avaya
  • Product Features
  • Product Usability
  • Product Reputation
  • Analyst Reports
other teams in the org was using genesys - we were looking for a main platform to control all phone and emails
more time on planning and testing - undertand the full funtionallity more than a demo
good implementation overall - I will recomend more testing
  • Implemented in-house
Yes
yes there were a lot discussion - I would like to be more breakdown to really understand each channel and requirements
Change management was a big part of the implementation and was well-handled
IT TAKES TIME TO CSRs to get use to a new platform - but after training and getting on use it is fine.
  • email handle
  • documentation
  • Online Training
  • In-Person Training
  • No Training
prefer is more direct and get more attention from users. be more interacting between trainer and user is always more recommendable and beneficial for both sides.
still was completed and does the work. we may need to reinforce understanding and more probe is sucess.
approach is good and easy to display a good understanding and training check during the sessions
it can get configure as you need
make sure you expend time on planning and testing. it is not a waste of time - ensure all the access levels are set and ready to go during your training
Yes - we have customized the interface extensively
yes very easy
Some - we have added small pieces of custom code
u need to prepare a team to make sure they get trained on how to customize
all good - standard is good
no much experience with them - we use our internal IT as bridge -- it is been some delay on reolve some issues
No
it should be already incorporate to the lisences cost
Yes
yes reponse was acceptable
Genesys has a good system to provide updates when something is critical
easy of use on call -- email handle still needs some improvement
  • call recording
  • call flow
  • amin
  • email search from interaction
  • unable to get access to open items or reassign to other agent
  • unable to log out csrs
Genesys Cloud CX is designed to provide organizations with flexible and scalable software which can be deployed across multiple departments and sites as needed. Great approach
Genesys Cloud CX available as the moment that is need it. great service and support over the entire process.
  • salesforce
  • ivr changes
  • reporting
  • ai
  • API (e.g. SOAP or REST)
understanding of your business.
transition was easy by the vendor to work with during the sales process
vendor has multiple checks that facilitate the implementation and expectation to get a good results
professional services for Genesys Cloud CX was great and improve our customer experience and agent routine taks
communication and review agreements
contract terms and pricing structure for Genesys Cloud CX were acceptable and expected
understand the benefits and how can be implemented
Yes
we continue to focus on learning and improvement - we want to ensure is not impact on our customer we expended a lot time on training and testing to ensure we have the most value and increase on efficiency and improver overall customer experience and our increase productivity on our agents around the country.
  • efficiency
  • simplify
  • customer experience
  • time on IVR
  • PRODUCTIVITY
  • Resources
  • efficiency on our self service
  • improve customer experience
  • resources savings
  • better structure
Yes
it is a lot benefits to move to another platform to increase self service on our ivr, simplify access to our order management and utilize our resources on a better manner to focus more on strategic customer focus and escalation to improve our overall customer experience and voice of our customer results for our main product line around the country.
Yes
we tried to expend a lot time on planning and documentation of the process that we need improvement, analyzing pain point and review interactions record from our customers and be more proactive on our results that we want to focus for our new implementation on our IVR and self service that we can add.

Genesys Cloud, the contact center of the future!

Rating: 10 out of 10
September 29, 2021
Genesys Cloud (formerly PureCloud) is being used across the whole organization and it does the perfect job. We don't have business problems but sometimes our customers ask for business reports based on their business values and Genesys will implement this feature in the future. We are happy to use Genesys Cloud (formerly PureCloud)!
  • It has the best user interface
  • Fast and easy deployment
  • Open platform for fast integrations
  • End-to-end omnichannel management
Cons
  • You can clear campaigns from API but it should be a button for supervisors
  • Supporting arrays and tables on agent scripting could be a good improvement
Genesys Cloud (formerly PureCloud) fully integrated with Salesforce (+email for business) is one of the best scenarios that I can describe. I cannot find scenarios in which Genesys Cloud (formerly PureCloud) is less appropriate since it's not a CRM. PureCloud provides a friendly and professional UI that can be embedded everywhere.
Contact Center Software (13)
100%
10.0
Agent dashboard
100%
10.0
Validate callers
100%
10.0
Outbound response
100%
10.0
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
100%
10.0
Interactive voice response
100%
10.0
REST APIs
100%
10.0
Call scripts
100%
10.0
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
100%
10.0
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Live reporting
100%
10.0
Customer surveys
100%
10.0
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Inbound/outbound campaigns are more efficient
  • Easy and well-designed reports
Genesys Cloud (formerly PureCloud) includes integrations with many platforms and AI functionalities.
Altitude uCI, Genesys Cloud (formerly PureCloud)
5
We are a big team in Mellon Technologies but for Genesys Cloud, we are a team of 6 people with three developers, two project managers and one for sales/pre-sales.
3
Well, to support Genesys Cloud, you need software/network engineers to support the EDGEs and the platform. Of course it is based on the level of support that you want to give. You need developers only if you have integrations with data actions which are mandatory for support. For integrations, you should have json skills, rest api skills and some js.
  • Cloud Solution
  • Integration with Salesforce
  • Custom Integrations
  • The salesforce connector
  • The cloud solution with no downtime
  • With REST API you can integrate with every system!
  • As contact center
  • As cloud solution
  • Easy rest integrations with every system
Since we do not have any problem at all except some features that we have voted, all services are working 100% with status page. For every update, we are getting informed with email for the next actions. I cannot find a reason to not renew my use of this product.
Not Sure
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
The most important factor in my decisions was about the Product Features. The system provides ready integrations with a lot of companies and CRM's that would be an extra effort. It provides ACD routing which is the best in the market, it is very customizable and can be well integrated with any system.
We did right i believe and i wouldn't change anything about the evaluation and the selection process.
  • Implemented in-house
Yes
We started with organization configuration and then with the edge devices configuration.
The second phase was to configure user/roles based on the business of the customer.
At the end, we concluded with ACD and Agent scripting.
  • Read wrapup codes from Analytics API
  • Uploading csv file
You have to understand how the product works by reading the documentation many times.
  • Online training
  • 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!
At start, i took online lessons with video and self-test answers which was very helpful. After that, i got training on teams and everything was very well documented with examples and use-cases in order to understand and to learn the product at 100%. I believe the online training is detailed and it covers everything.
There is a limitation that can be better but it has amazing configuration at all!
My best practise is to configure the edge first of all and then to pair it with Genesys Cloud. We register the extensions of the agents and IVR's. We configuration queues and campaigns by using the IVR numbers. Then we create the agents with specific permissions and roles. At the end, we configure the scripts.
No - we have not done any customization to the interface
No - we have not done any custom code
As additional configuration, i will include the data actions we used in order to make integrations. We configured the data actions together with the scripts in order to deliver a nice environment to the agent screen. We handled the errors and the succces messages as a popup dialogs that helps the agen to understand what's going wrong.
Because PureCloud support is a friendly and proffesional support with answers to the point. Trust me, their estimation time is really fast. They answer between 1-3 hours and always with the correct answer. Also they are able to schedule a meeting with you during the day in order to show you or to explain to you some functions.
Yes we purchased premium support in order to cover all cases of our projects. Because we feel well when we have a proffesional team from behind to support us when we really need help to impement or to configure something that requires an extra knowledge/assistant. With premium support, we are not anymore stressed about the project deadlines.
No
As i remember, Genesys provided exceptional support last week when we were trying to deliver the project. We had a permission issue when an admin could assign agents and queues from other divisions. The customer escalated the issue to us and Genesys support was there to assist us and to explain in details the steps that we have to do.
Genesys Cloud has an awesome UI where the configuration, the contact center management and the integrations really easy tasks and very well understandable. From our experience, you can go live really fast.
  • People Management
  • Integrations
  • Telephony and Sip configuration
  • Agent Scripts
  • When you try to read and to get feedback of the contactlist that you have uploaded by exporting the excel file. Too many redirections.
  • Analytics API is difficult but we did well
Yes, but I don't use it
You can setup this product and you can have your environment ready in munutes by assigning divisions and queues and campaigns.
There is no unplanend outages of my 2 years experience. Always online and always there!
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.
  • DebtManager
  • Sales Force
  • Custom CRM
  • Salesforce
  • DebtManager
They support salesforce integration and not DM.
  • API (e.g. SOAP or REST)
.NET services with REST API
developer tools and online api documents are very important
During the sales process, the vendor helped us to resolve any issue that we had. Genesys answered all of our unanswered questions that we had in order to complete the RFP document including security. We received very good answers to the point and we got tips to handle some questions that need attention.
After the sales, it was easy to work with Genesys. They provided support and configuration in order to help us to understand the logic behind the functionalities. Genesys provided tips and use cases in order to accomplish the project specific tasks. At the end, the support area was very helpful that allowed us to track all issues.
No
  • Happy Customers
  • New features
  • Extended functionality
  • Better reports
  • More custom fields
  • Custom report based on custom fields

At first I was lost then I was found...

Rating: 9 out of 10
August 26, 2019
RR
Vetted Review
Verified User
Genesys Cloud CX
2 years of experience
We utilize Genesys Cloud to route our inbound call volume at three of our Customer Care call centers. One of the biggest benefits from utilizing the software is that we were able to launch a quality program. Something we have been looking to implement for awhile.
  • Communication of new features being launched.
  • Striving to provide new and improved features.
  • Working with and listening to the customer.
Cons
  • Reporting and Analytics.
  • Wall Board Functionality.
  • API Training and Ease of Use.
Genesys is easy to use from a Administration vantage point. Administrators can be quickly brought up to speed on the finite details of how to utilize Genesys Cloud administration tools.
Contact Center Software (4)
80%
8.0
Agent dashboard
80%
8.0
Validate callers
80%
8.0
Outbound response
80%
8.0
Call tracking
80%
8.0
Workforce Optimization (WFO) (6)
76.66666666666667%
7.7
Recording
90%
9.0
Quality management
90%
9.0
Call analytics
70%
7.0
Historical reporting
70%
7.0
Live reporting
70%
7.0
Customer interaction analytics
70%
7.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Positive-Can quickly change skills and queues to manage overflow calls between our three Customer Care call centers.
  • Positive-Better service to our customers as a result of the quality program that the Genesys software provides.
  • Negative-Early adopter experienced stability issues initially.
The administration side of Genesys Cloud is very straight forward and easy to utilize. Our company just launched a new contact center in the UK on Genesys Cloud and the supervisors and users were fully trained within a couple of hours. This supports the claim the Genesys Cloud is very easy to set up and utilize. The architect side of Genesys Cloud could use some simplification though.
My success manager and sales support personal do a great job in providing support when and wherever needed. We have monthly calls to discuss any open issues or tickets. They are quick to set up any and all requested demos with the proper product management personnel. They worked with us through our recent launch and provided all necessary support in a timely fashion.
Genesys stacked up nicely when compared to other software offerings and was priced economically. At the time of our purchase many companies did not offer a cloud solution.
1500
All business functions
50
Customer Care
  • Ease of Use
  • Stability
  • Feature Rich
  • Quality Program
  • Overflow Capabilities
  • Skill Based Call Routing
  • Outbound Call Campaign
  • Different Media Routing, Chat, Social, etc...
  • Personalized Messaging based upon queues
Yes
Genesys Cloud replaced and older call center contact software. Prior to Genesys Cloud we utilized Zeacom.
  • Price
  • Product Features
  • Product Usability
The most crucial feature for our company was the ability to connect call centers all over the globe in a quick and simple fashion, Genesys Cloud provides that capability.
I think we would do more research on Cloud based systems. We were an early adopter of this software and ran into several issues after launch.
  • Implemented in-house
Yes
Phase One was making the decision to utilize Genesys Cloud.
Phase Two was setting up the design or flow of the system.
Phase Three was setting up the flows in architect and launch in June of 2016.
Change management was minimal
We needed to do more long term planning such as what is the back up plan if it doesn't work. What is the disaster recovery plan?
  • System went down on day of launch (for only 15 minutes)
  • System went down two weeks after launch
  • Reverted back to old system for several weeks after second outage
  • Was surprised with the lack of features after launch
It was relatively new product at our launch and has steadily improved over our tenure with Genesys.
  • Online training
  • In-person training
  • Self-taught
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
It is good and getting better all the time. The community is a great resource.
Yes very easy. As long as you have support from IT then yes self taught is very simplistic.
VERY. Set up the system as you designed it. Easy to change if need be.
Do your homework when designing the system The more thorough you are in this stage the more precise the system will be.
Some - we have done small customizations to the interface
If we are talking about connecting to the API then this was not a easy process. But keep in mind we did so three years ago.
No - we have not done any custom code
None at this time
No
The usability of the software has made it simple enough for us to tackle most issues ourselves from set up to the daily usage. We have not ran into a scenario where we needed professional support.
Yes
Yes it was. The issue was with reports and if I remember correctly the issue was resolved in the same day.
The support I received for Genesys during the launch of our UK call center was exceptional in my mind. They were very efficient in processing all necessary paperwork and even conducted a welcome call for the new call center supervisor. Much appreciated.
  • Adding new personnel to the system
  • Changing or adding skills for the agents
  • Adjusting wrap up codes or altering them
  • Setting up queues
  • Architect can be challenging
  • Outbound cal campaigns are currently a challenge
  • Reporting needs to improve
Very easy to add contact centers being we just launched another center this month.
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Some delays with reports loading from time to time but other than that no major issues.
  • Sales Force
Purchase of the licenses for the Sales Force Connector was simple enough. Implementation f the connector was a little more challenging but we managed.
  • Not at this time
  • API (e.g. SOAP or REST)
No that I know of...
As I stated we ran into a few issues when we integrated the Sales Force Connector but support was able to assist.
Do your research. Utilize the community and ask about the specific planned integration and if any as done so. Ask what were the challenges with the integration and how did they overcome them.
Ran into a little difficulty being that we were going to purchase an on premise solution and was told in early January that a center of our size would only be offered Genesys Cloud.
There were some bumps in the road being that we had several service disruptions early on. As stated prior the reliability of the system has improved ever since Genesys bought ININ.
Initially we were on a month to month basis. Eventually we went to a yearly contract.
Be up front with your expectations. Genesys wants your feedback. They want to know when they do well and when they miss the mark.
Yes
Yes and no. We launched a new call center but on the same level license as we currently have at all of our centers. The release was a complete success and progressed without issues.
  • Upgraded for a phone ACD system. This will improve service to our customers and will make our agents lives better.
  • More direct routing to specific agents.
  • Availability of metrics.
  • Quality program can be launched.
  • Reporting
  • Quality Program
  • Call Routing
Yes
We have thought about going to a tier three license but would like to be able to have specific centers (that are on the same domain) to be on tier three and others not.
No
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