PureCloud / Genesys Cloud / Genesys Cloud CX - 3 names - 1 really good product!

The issues which we need support with are usually complex issues, and usually have to go to developers for resolution. This means that it can take weeks or months to get a resolution. However, we rarely need to open any other support tickets because the system is easy to use and stable.

For supervisors and agents, the system is easy to use. Creating routes and flows does not require IT programming experts, though basic programming skills are helpful. The system is stable, if the calls route as they are supposed to and no changes are made, they will continue to route as expected. Our "Bring Your Own Carrier" configuration for telephony is the most challenging as most issues are on the telephony side, but to our end users, it looks like it is on Genesys Cloud CX. When COVID hit, we were suddenly scrambling to move all agents out of our contact centers so they could work from their homes and while we had many long days and nights (and lots of tears) at first, within a week or two, we had everyone stable and working just as if they were still in the office and other than the occasional dog bark, our customers could not tell.

Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.

I wish that we were able to have a mixture of license levels in a single instance as some of our centers use only voice for interactions, whereas others use all the channels. But we have to buy the GC3 license for all of our agents regardless of whether they will use it or not. You can use 'add-on's to GC2 or even GC1 licenses, but even if you add all of the add-ons, there are still some things that you cannot do without a GC3 (web surveys for example).

Genesys Cloud can be as simple or complex as you need. We have small contact centers that don't even need an IVR, whereas others have over 200 agents. For our end-users, the system is simple to use, and most tasks can be accomplished by supervisors. Where we have struggled is when a team wants to use both Salesforce and Genesys Cloud CX and interactions are coming from both systems, it can be awkward having to switch back and forth between Salesforce and Genesys Cloud to respond to those interactions. We would really love to be able to use post-call IVR surveys and hope that they will be available soon.