Item: Genesys Cloud CX
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Genesys Cloud is being used by our organization. We migrated some departments and we are working on migrating the other departments. Genesys Cloud addresses some of the trivial problems with the OnPremise platform such as - the time to market is shortened for new features, patching servers is eliminated, take advantage of the state of art AI features, and align for future needs.

Pros and Cons

All in one solution - agent/supervisor desktop interface, routing, reporting, QM, WFM, Digital channels, etc all packed in one solution. The interface is easy to navigate and we got really good feedback from our agents/users on how easy to work on Cloud.
BYOC support - the solution supports BYOC as this particularly needed for our needs. It gave us the flexibility to migrate to Cloud keeping all contracts and centralized routing without big changes
Licensing was easy to understand with three tiers with a clear demarcation of features.

Voice recognition - the current ASR capabilities are limited and can be improved
Limitations of talking among multiple Organizations
Needs improvements on segregating the visibility among different business units. Currently, the division level segregation is not available at all levels. Routing and reporting filters can be improved as well.

Return on Investment

Main business drivers for the Cloud migration were met and happy to see the results
Being able to align the future needs that are typically very hard to implement on OnPremise is the key differentiator with a competitive advantage

Alternatives Considered

NICE inContact CXone and Twilio Flex

Time to market is less in implementing the solution with Genesys Cloud
Feature functionality availability
Support BYOC
Available globally
Pricing

Usability

Agent, supervisor, admin screens are easy to navigate and the role based access is powerful with Genesys Cloud.

Support Rating

Pure Success team helps in making sure the Genesys Cloud implementation is successful. Also Genesys customer care is available for any issues/questions and they are available 24/7.

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

Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Oracle Siebel CRM, ServiceNow Now Platform

Likelihood to Recommend

Genesys Cloud is well suited if there is not too much customization of the features. Genesys Cloud is well suited for customers who want to take advantage of the voice and digital channels with a minimal effort in development. Particularly, I like the access to Cloud API's to extend the functionality that is not available natively.

There are some challenges on implementing Voice self service functions, gaps in reporting, WFM, etc. There are improvements we see every week and we know the gaps are being worked out. Also, there may be to adjust some business processes to take advantage of the features and address the limitations.

Genesys Cloud Journey - Good product but there is scope for improvements

Overall Satisfaction with Genesys Cloud (formerly PureCloud)