Item: Genesys Cloud CX
Rating: 9
Author: Bharat Kumar Rudrakshala

Use Cases and Deployment Scope

We have actually been on the engaged platform for several years now, close to 15 years. So one of the things with the Engage platform is we lack the ability to innovate rapidly. With Genesys Cloud, not only did we have an old infrastructure that we needed to migrate over and that needed to be maintained, but we were through actually upgrading our Genesys engage platform, and we migrated to the cloud so that we didn't have to take care of the maintenance of all those servers. We had a lot of cost savings with getting rid of hardware infrastructure by moving to the cloud. That was one of the pain points. Also moving to Genesys Cloud CX actually improved our agent productivity by a lot, so that was one of the key drivers.

Pros and Cons

Architect, which is a Genesys flow designing tool. A lot of the architect flows could be done with a lot of ease compared to our Genesys Engage platform. From a design standpoint, we really like that platform and the Genesys admin tool where everything can be done within the Genesys admin tool itself be it workforce management, be it configuring user profiles. A lot of that stuff can be automated. A lot of the integrations could be done much more efficiently by using the App Foundry, things like that. So it's a lot of automation with Genesys Cloud that we never had in Genesys Engage.

As far as missing functionality or hard to use, I think a better job could be done with the roles and permissions feature of Genesys Cloud CX, even though it's actually much more simplified than Genesys Engage. I think the scope for improvement, because it can get confusing at times as to what roles or permissions could be provided for a particular user or for a particular product that is being used, or so it could get a bit confusing. I think that could be improved.

Return on Investment

Cost savings-wise, I think our abandonment rate has actually gone down drastically with moving to Genesys Cloud CX.
First-call resolution has gone up quite a bit by using Genesys Cloud CX. Even the number of tickets, to be honest, has come down. We have to handle on a day-to-day basis, which is cost savings by itself, which which leads to agent productivity. So all of those are beneficial.

CX Automation Performance

N/A

Migration Experience

The migration process to Genesys Cloud CX has been pretty simple. Provided we kind of have the right requirements laid out and all that. So the knowledge of the product, while it's actually pretty easy to get started using like I said, architect and stuff, there is some bit of a learning curve that needs to happen. It's much more rapid than in Genesys Engage.

Alternatives Considered

Five9 and NICE CXone

We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.

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?

Yes

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Likelihood to Recommend

As I mentioned, this product is well suited for customers who don't want to actually deal with any of the maintenance that is involved. Even using virtual machines is out of the picture now, so we don't have to deal with any of the hardware and data centers. So it's well suited for customers who want to move away from that. I think this tool has the power to give our business users more opportunity to actually get into the product and actually do things on their own without actually depending upon the development team to actually get things out the door. They could actually do it by themselves because it is much easier. Areas of improvement? I think, like I said, permissions. The business still has to come to us to apply for permissions because of the fear that they might actually do something they're not supposed to. So that's one area of improvement.

Genesys Cloud CX Review

Overall Satisfaction with Genesys Cloud CX