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Genesys areas of opportunities
Updated January 03, 2023

Genesys areas of opportunities

Luis Manuel Cervantes Castro | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We use Genesys on our call center operation it has been helpful from the workforce standpoint as we make forecasting and KPI tracking in real-time and for planning. The scheduling feature helps us with the agents in terms of better follow thru with the planning and adapting to the behavior from the interval, day, etc.
  • Forecasting
  • Intraday
  • Queue performance
  • API Connectivity
  • Scheduling automatic assignment of breaks and lunch, consistently.
  • Customize reports
  • Provide details as in who change what and when. (changes log)
  • Customer service and resolutions
  • Outbound dialing
  • Workforce predictive analysis
  • Inbound segmentations.
  • It has helped us to consolidate business solutions.
  • Scalability
Poorly. Not all answers are provided.

Quick example API guidance was not completed and had to take several backs and for with care to find the issue and turned out that the documentation was incomplete.
The process was divided by the department and each head of the department took on their respective assignments. We met with Genesys SME for the implementation of the different features.

After the initial walk thru everything can be replicated as needed.
The up-side is that genesys has the phone system as well shorting the communication gap.

Down side Teleopti had predictive and easier forcasting. Also the ability to know previous changes and who process them.

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

Not sure

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

No

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?

No

On the setup, it was fast, not so easy but straightforward. Implementing the WFE solution was simple but time-consuming. It could improve with the ability to copy and paste BU, MU, and also information between them. While scheduling is smart to automatically assign breaks and meals adaptive to the interval requirements and keep consistency for the agents.

Pour issue resolution.

Genesys Cloud CX Feature Ratings

7.1
Agent dashboard
8
Validate callers
7
Outbound response
7
Call forwarding
7
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
7
Interactive voice response
7
REST APIs
2
Call scripts
8
Call tracking
8
Multichannel integration
7
CRM software integration
8
6.1
Inbound call routing
8
Omnichannel inbound routing
5
Recording
7
Quality management
6
Call analytics
6
Historical reporting
5
Live reporting
5
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

400 - Call Center. Dialer management. Workforce.
  • Inbound calls
  • Outbound calls
  • Predictive dialing
  • AutoDialer
  • Manual Touch mode

Evaluating Genesys Cloud CX and Competitors

Yes - Five9
  • Prior Experience with the Product
Issues and areas of opportunity from Five9
I would check reputation and support groups.

Genesys Cloud CX Implementation

It was great having an SME while launching the product. Just a few times they were unaware of updates done by the dev team.
  • Implemented in-house
Yes - Phone and systems.
Conecting with BYOC.
User creation and testing.
Routing and profiling.
  • Manual labor to re-do

Genesys Cloud CX Support

It took them one year to come to the conclusion that it was an expected behavior and the solution is to keep spending 2 hours a day in something that should be done automated via API
ProsCons
Kept well informed
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
I believe we do, so we could get better and faster response.
I cannot

Using Genesys Cloud CX

As long as you don't need reporting it should work.
ProsCons
Easy to use
Technical support not required
Feel confident using
Not well integrated
Inconsistent
Cumbersome
  • Review the agent schedule
  • outbound
Yes, but I don't use it