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All-in-one platform suite for your contact center
Updated March 14, 2023

All-in-one platform suite for your contact center

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

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.
  • 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.
  • 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 CTI.
  • Lexbot integration.
  • On demand call recording.
  • Voicemail features.
  • Genesys WEM/WFO
  • 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.

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?

Yes

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

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 Cloud CX Feature Ratings

7.7
Agent dashboard
9
Validate callers
7
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
6
Warm transfer
8
Predictive dialing
9
Interactive voice response
7
REST APIs
8
Call scripts
6
Call tracking
9
Multichannel integration
7
CRM software integration
8
8.2
Inbound call routing
8
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
10
Historical reporting
8
Live reporting
7
Customer surveys
6
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

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.

Evaluating Genesys Cloud CX and Competitors

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

Genesys Cloud CX Training

  • 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 Cloud CX Support

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.
ProsCons
Kept well informed
Poor followup
Escalation required
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

Using Genesys Cloud CX

It provides best employee experience and customer experience
ProsCons
Like to use
Easy to use
Well integrated
Quick to learn
Feel confident using
Unnecessarily complex
Lots to learn
  • 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