Genesys Cloud CX review in CSC after 1 year of usage
July 05, 2022

Genesys Cloud CX review in CSC after 1 year of usage

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud CX as a contact platform for calls and chat. We also use DCM (Eccentex) as a built-in tool for e-mail interactions. It's used worldwide in more than 40 markets. Genesys Cloud CX is a very fresh tool for us as we use it just for a year now but in comparison to the previous platforms, it's a huge positive difference. We don't face any regular business problems with the system other than instability from time to time but it's usually something that is being fixed very promptly. The biggest problem we see is that the e-mail part of Genesys Cloud CX wasn't fitting our needs so we needed to go with the alternation of DCM which is handled by Eccentex. This, unfortunately, makes the communication between all 3 sides not fast and efficient and whenever we are facing issues with DCM it takes a longer time to solve the issues or even find the relevant support department.
  • Single sign-on optionality.
  • Real-time management.
  • Creation/removal of users is very simple.
  • Cloud solution in general is very fast and works pretty well all the time.
  • DCM (e-mail tool) is a kind of system within a system. It requires logging in twice and it's not as stable as Genesys Cloud CX.
  • Based on our worldwide operations we needed to split the markets within multiple divisions. These divisions are still giving us a hard time with daily operations. We have multi-skilled users which sometimes need access to multiple markets but if these markets are in different divisions, it also means that users will get access to all the markets within those divisions. This is not an acceptable thing from a security perspective.
  • Internal chat - we tried to test if it would fit our needs but there were many things we couldn't filter. One of the main problems was that all the users could contact each other and this couldn't be filtered by team/market/site/division. It also showed the statuses of all the users which we saw as a data breach as other colleagues could see how long users are on productive/non-productive statuses.
  • Cloud solution.
  • Ease of use for multi-skilled users.
  • Possibility to combine phone and chat channel.
  • SLA improvement (thanks to better overview during real-time scheduling).
  • Better/easier work with multiskilled users which offers more possibilities to work with FTEs (less FTE needed).
  • One time big investment was needed for hardware (laptops, headphones) as we used to work on desktops previously.

Do you think Genesys Cloud CX delivers good value for the price?

Yes

Are you happy with Genesys Cloud CX's feature set?

Yes

Did Genesys Cloud CX live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Genesys Cloud CX is a brilliant tool that offers almost everything you need for call interactions and chat. We still didn't implement VA for chat for the markets we use in Genesys Cloud CX so I can't evaluate that but we are planning to do so soon. We use a built-in e-mail tool called DCM (from Eccentex) as the tool from Genesys Cloud CX wasn't suitable for our business needs. It's not the most efficient solution because it opens as a separate system and users need to work on interactions practically in two separate systems/windows. After the testing, we also decided not to use Genesys Cloud CX internal chat option as we saw many security risks where users might have access to other users' data (e.g. statuses, time on statuses).

Genesys Cloud CX Feature Ratings

Agent dashboard
8
Validate callers
9
Outbound response
7
Call forwarding
8
Warm transfer
6
Interactive voice response
6
Call tracking
8
Multichannel integration
2
CRM software integration
8
Inbound call routing
9
Omnichannel inbound routing
7
Call analytics
9
Historical reporting
9
Live reporting
7
Customer surveys
7