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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 vendor aims to simplify the way you 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 all-in-one application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.
The vendor says their software deploys in days, is intuitive to use, and continually innovates with upgrades each week.
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.
The tool comes in form of desktop client, server installs and web-based client. Desktop client and Server install need some features and setup by the admin teams while web-based client is managed by Genesys on its own meaning there's no management needed from offline groups within the company. Most issues are resolved by using standard FAQs.
Supporting and maintaining your infrastructure on Genesys Cloud can be possible with just a few/several people if you have a small Organization. If very small, it would even be possible with just 1-2 people, if you are familiar enough. My recommendation is to get with a Genesys team from the beginning; get some training in their Beyond knowledgebase and then go with their guidance throughout.
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.
Ideally, we need people with telephony system/infrastructure experience for the overall config and setup. But also people with Customer Service skills, working to improve their telephony system skills.
As technical analysts, we learned Genesys Cloud (formerly PureCloud) on the fly. We have an in-house expert and a telephony expert who have helped teach us some of the more complex areas of the system. A strong technical person with good troubleshooting skills should have no issues picking up on supporting this product.
The only mandatory requirement is a telecom professional. Three of the in people supporting users in Genesys Cloud are managers within the Technical Support group. They have no background in telecommunications, but have experience using other IVR/ACD systems.