Item: Genesys Cloud CX
Rating: 1
Author: Heather Rauch

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

Use Cases and Deployment Scope

My organization is new to Genesys Cloud CX. We went live at the end of December 2021. We use this as our primary communication platform and contact center. We use a number of disparate systems and are working to integrate them and streamline some of our human processes. Genesys Cloud's data actions have been amazing for this purpose, allowing us to quickly pull in or push out whatever information we need using their well-documented API.
Edit:
Their customer support is a joke. I have had several critical tickets open for months with no progress. It does not help that, as a customer, you are not actually allowed to submit tickets. You are at the mercy of whoever sold you the software to appropriately communicate the issue to Genesys. Even when the issues do make it to the customer support engineer with all the information intact, they will ask you to produce network/console logs regardless of whether they are relevant to the issue at hand. The entire experience has been destroyed by their complete lack of vision when it comes to supporting the users.

Pros and Cons

Pros

System integration using Data Actions
Employee engagement through the use of gamification
Streamline human processes with automated workflows

Cons

The learning curve is quite steep.
The training and certification is quite expensive.
Navigating within the platform is not always intuitive.
Customer Support. They absolutely suck at it!!!!!!!

Most Important Features

Customer Support

Return on Investment

Provides real-time, actionable information
Allowed for the integration of over 20K contacts into a single system
Increased our outbound call made by 30% so far

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?

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Likelihood to Recommend

For my organization's purpose, Genesys Cloud CX has been amazing! We now have real-time insights that were not previously available. By setting alerts on our max queue wait times, we are able to mitigate long waits before they happen. We have also been able to integrate several of our other systems including our claims processor's API to pull the relevant patient information into the agent scripts prior to answering calls. This provides the agents with information that is timely and pertinent. I have not yet found a situation that can't be handled within the framework provided.
Edit:
If I had the choice, I would go back in time and choose someone else.

Genesys Cloud CX Feature Ratings

Genesys Cloud CX (formerly Genesys Cloud) Support

Support Rating

I have only received support through our vendor and don't feel it appropriate to evaluate a service I have not used.

Using Genesys Cloud CX (formerly Genesys Cloud)

Usability

The platform is very usable with lots of just in time documentation. The only reason I did not give a rating of 10/10 is that the learning curve can be quite steep and requires very thorough agent training prior to going live. This caused a significant amount of hand-holding required from IT to get the agents up and running. Other than that, it has been great!

Comments

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Overall, a Quality Product