Item: Genesys Cloud CX
Rating: 9
Author: Verified User

Overall Satisfaction with Genesys Cloud CX

Use Cases and Deployment Scope

We use Genesys Cloud primarily for our contact centers across various regions. We use both inbound & outbound calling functionality - including ACD, dialer, queues, outbound campaigns, etc. We also use the inbound "messaging" functionality for asynchronous web chat. Beyond this, we use automation from Architect flows to facilitate self-service functionality. Genesys Cloud helps us reduce the number of touch-points and the number of contacts we have to handle manually.

Pros and Cons

Pros

Extensive API access to allow flexibility with the platform
Weekly updates to continuously improve the platform
Powerful Architect flows that are intuitive to build, but still powerful and flexible
Extensive integration with other applications, either through dedicated integrations or API hooks

Cons

Improve the speed of implementation of the most popular ideas on the Ideas portal
Support teams can be slow and some issues can take a long time to resolve
Although documentation is generally good, new features are often under-documented or don't include real world examples.
Arbitrary limits on some components can make things an unnecessary hassle

Return on Investment

Significantly improved our containment rate for our web messaging solution
Facilitates self-service, including informational messages, payments, customer-specific responses
Reduction in agent count over time

CX Automation Performance

We are only beginning to deploy the Agent Copilot solution. As with most of these solutions, this is only as good as the quality of your knowledge base. We are working to develop our knowledge base simultaneously using the agents' feedback. Down the line we intend to use the KB surfacing with virtual agent to present to clients.

Migration Experience

Our system has developed extensively since our migration. We did not have the benefit of any "cloud-based AI" during migration. Nevertheless, migration was relatively simple. Getting a basic system set up is simple, without needing to know all the nuances. We have found the full cloud CCaaS service more reliable than our previous hybrid solution.

Alternatives Considered

Genesys PureConnect (discontinued)

Significantly improved over PureConnect. Much more reliable and much more flexible and feature-rich. There are some features I strongly miss, like on-device logging for errors - in PureConnect, there were rolling logs for all components like the phone, recording, desktop app etc. In GC these logs appear in the browser console (even in Desktop app) and have to be pre-configured, meaning often we don't capture a log for an error the agents have.

Overall, a huge improvement - the IVR is much more flexible, admin is much more manageable, everything is a step up.

Key Insights

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

Not sure

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

RingEX

Likelihood to Recommend

Great for large centers with multiple sites, particularly if you are leveraging Genesys Cloud Voice and let them "be the carrier".

Handles queues and campaigns well. Powerful when fully optimised but can be built over time.

If you want to be able to build a third-party application to suit your business requirements, Genesys has a lot of API endpoints to allow this.

Less suited to smaller orgs or orgs that only need simple flows - as the per agent cost can be expensive, and some features require additional licenses (and expense) on top.

Genesys Cloud CX Feature Ratings

Comments

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