Item: Genesys Cloud CX
Rating: 8
Author: Catherine Behrens

Overall Satisfaction with Genesys Cloud CX

Use Cases and Deployment Scope

We use the voice, messaging, and email channels as well as chatbot over 4 departments and possibly one more in the near future. Additionally, one department that only uses voice with be adding messaging. We still are in our infancy of utilization, so most of the benefits of Genesys Cloud CX are not in play yet. Though we are working towards beginning customer sentiment and other AI capabilities.

Pros and Cons

Pros

Dashboard reporting is great for our managers to see where their agents are at
Supervisors can change and update agent queues and skills easily without CTI intervention

Cons

It either needs more focus on the abilities for the Salesforce embedded client, or they need to stop advertising the ability. All the new functions come out for the stand alone site, leaving the customers that integrated stranded with nothing. This conference opened my eyes to the capabilities of Genesys Cloud CX, but how almost none of it is for the agents integrated with Salesforce.

Return on Investment

We have reduced calls that fail or route to reception for manual routing by 70% with Genesys Cloud CX!

CX Automation Performance

I don't have an answer to this.

Migration Experience

Migration was excellent. It was simple and no issues. Agents did have some training issues, but that was our fault for not enough change management.

Alternatives Considered

None

Key Insights

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

Other Software Used

Salesforce Commerce Cloud

Likelihood to Recommend

If they want it as the stand alone, I would recommend it all day every day. If they want to integrate with Salesforce, I'd tell them to think about it, and not want anything overly complicated. It just really sucks to always be behind the curve of everyone else on the same platform. I heard this same issue voiced to at the conference in COsta Mesa, and it was said that Salesforce will always be at minimum 6 months behind on features. Also, skill based routing needs work. If there is anticipation of the call transferring to a new agent, skills don't strip. So if a Customer Service rep gets a call for sales, they can't transfer the call without holding on to the skills applied to the call already, which no one in Sales would have. We had to build a custom script to make it work.

Genesys Cloud CX Feature Ratings

Using Genesys Cloud CX

Users and Roles

Tech Support, Sales, IST, Customer Service and we plan on expanding to our Training department.

Support Headcount Required

1 - We currently only have one Genesys developer on staff.

Business Processes Supported

Voice interactions with the customers
Webform submissions from the customers
Messaging ability with customers
Workforce monitoring for the supervisors

Innovative Uses

Integrated with Salesforce to save real estate on the agents computer

Future Planned Uses

We are hoping to integrate more with it's AI capabilities both in Voice and chatbot

Likelihood to Renew

The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed.

Evaluating Genesys Cloud CX and Competitors

Products Replaced

Yes - We were on prim with Genesys WDE

Key Differentiators

Cloud Solutions
Ease of Use
Other

We much prefer how much easier it is to make updates and changes to Genesys Cloud than it was for WDE.

Evaluation Lessons Learned

I was not involved in the selection process. Unfortunately I cannot answer this.

Genesys Cloud CX Implementation

Implementation Rating

We had a complicated implementation because of the requirements around our routing. I recommend that you allow plenty of time for design and testing if you have complicated requirements. We had to push our implementation out several times to make sure it was done properly and still I think some issues were missed, but since fixed.

Implementation Details / Implementation Partner

Third-party professional services

Avtex

Implementation Phases

Change Management Lessons

Change management was a minor issue with the implementation - The change management was little bit of an issue, but that was on our side. Not from Genesys.

Implementation Issues

We had trouble with the company understanding our routing. In turn our launch date was pushed a few times.

Genesys Cloud CX Training

Training Types Used

Online Training

In-Person Training

Online Training

We had some online training sessions with the 3rd party vendor that helped us build our system. They did a great job, they were responsive to questions and they provided meeting recordings for review.

Genesys Cloud CX Support

Support Rating

Tech Support has been good when we needed it.

Genesys Cloud CX Customer Support Pros and Cons

Pros	Cons
Quick Resolution Knowledgeable team Problems get solved Kept well informed Immediate help available Support understands my problem Support cares about my success	None

Premium Support

We do not have it as far as I am aware.

Bug Resolution

Exceptional Examples of Genesys Cloud CX Support

We had a moment when our messaging went down. The team was very quick to respond and had the issue resolved in a few short hours. It was very nice to get back up for the customers in the same day.

Using Genesys Cloud CX

Usability

We use it in the embedded client of Salesforce. It's simple to use. The interface is not complicated. However the features are not as robust as the stand alone client online. But that will change soon and I am very excited.