Item: Genesys Cloud CX
Rating: 8
Author: Kristopher Kauth

Use Cases and Deployment Scope

We use Genesys Cloud across our whole organization. It is our contact centre phone system, as well as our PBX for internal and external communication for the management team. It allowed us to reduce our datacentre footprint for both of those functions, as well as give us the agility to scale as we need, without large lead times or up front commitments.

Pros and Cons

Ability to BYOC "Bring Your Own Carrier" for the phone lines.
Good IVR functionality, and fairly easy to configure.
Can burst license use during operational fluctuations, and just pay the overage, rather than increase commitment.
Use desk phones from home, as part of the contact centre and/or PBX.

Outbound calling rules are not as robust as Genesys Pure Connect Cloud.
Permissions and interface settings are not as granular as we would like. Such as being able to remove a specific tab/feature from the left navigation for some roles.
There could be a better interface or features for looking up recordings for QA. Currently have to "dig" a bit to find what we are looking for.
The phone menu only has voice options, and doesn't list their numerical equivalent, even though they still exist (e.g. say "greetings" or press "3").

Return on Investment

We were able to reduce our datacentre footprint, as well as remove the need for a separate PBX.
It is one of the few companies that still has a "concurrent" licence option, which works well for our type of business.
We are able to "burst" our license use during peaks, which limits our up-front commit rate, and prevents us from paying for unused licences during valleys.
It is still quite young, so some of the features were not available at the start of our adoption period.

Alternatives Considered

Genesys PureConnect, Aircall and RingCentral

Genesys Cloud was the leader among many that we were evaluating. Part of the reason is that it had more features that we needed, while each of the other platforms had one thing or another that were trade-offs. Genesys Cloud was also the only platform with a concurrent user pricing option, as well has having some future features that we are looking at, such as a chat engine that can accomplish what we are looking for.

Support Rating

I would say that the overall support process is good, as it is the same as we had for Genesys Pure Connect Cloud, but because the product is still quite young, there are some things that take longer to troubleshoot or resolve. There is constant development on this platform, so items are being addressed quickly.

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

Other Software Used

G Suite, Microsoft Office 365, LivePerson LiveEngage, KeePass, Google Authenticator, McAfee ePolicy Orchestrator, Slack, Notepad++, TeamViewer Tensor, GoToMeeting, Google Backup and Sync, Android

Likelihood to Recommend

It is a great option for someone looking for a fully functional system, that is cloud based, and has lots of features. It can be used for inbound and outbound, as well as replace a standard PBX. It is easier to adopt, and less up front financial commitment than on premises systems.

This might not suit a company that requires fine tuned granularity of permissions and controls, or some more specific features that are present in something like Genesys Pure Connect Cloud.

Genesys Cloud bridges the gap between excessive complex vs. limited functionality options for contact centre platforms.

Overall Satisfaction with Genesys Cloud (formerly PureCloud)