Genesys Cloud, the contact center of the future!
Updated September 29, 2021
Genesys Cloud, the contact center of the future!
Score 10 out of 10
Vetted Review
Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)
Genesys Cloud (formerly PureCloud) is being used across the whole organization and it does the perfect job. We don't have business problems but sometimes our customers ask for business reports based on their business values and Genesys will implement this feature in the future. We are happy to use Genesys Cloud (formerly PureCloud)!
Pros
- It has the best user interface
- Fast and easy deployment
- Open platform for fast integrations
- End-to-end omnichannel management
Cons
- You can clear campaigns from API but it should be a button for supervisors
- Supporting arrays and tables on agent scripting could be a good improvement
- Inbound/outbound campaigns are more efficient
- Easy and well-designed reports
Genesys Cloud (formerly PureCloud) includes integrations with many platforms and AI functionalities.
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
Genesys Cloud CX Feature Ratings
Using Genesys Cloud CX (formerly Genesys Cloud)
5 - We are a big team in Mellon Technologies but for Genesys Cloud, we are a team of 6 people with three developers, two project managers and one for sales/pre-sales.
3 - Well, to support Genesys Cloud, you need software/network engineers to support the EDGEs and the platform. Of course it is based on the level of support that you want to give. You need developers only if you have integrations with data actions which are mandatory for support. For integrations, you should have json skills, rest api skills and some js.
- Cloud Solution
- Integration with Salesforce
- Custom Integrations
- The salesforce connector
- The cloud solution with no downtime
- With REST API you can integrate with every system!
- As contact center
- As cloud solution
- Easy rest integrations with every system
Evaluating Genesys Cloud CX (formerly Genesys Cloud) and Competitors
Not Sure
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
The most important factor in my decisions was about the Product Features. The system provides ready integrations with a lot of companies and CRM's that would be an extra effort. It provides ACD routing which is the best in the market, it is very customizable and can be well integrated with any system.
We did right i believe and i wouldn't change anything about the evaluation and the selection process.
Genesys Cloud CX (formerly Genesys Cloud) Implementation
- Implemented in-house
Yes - We started with organization configuration and then with the edge devices configuration.
The second phase was to configure user/roles based on the business of the customer.
At the end, we concluded with ACD and Agent scripting.
The second phase was to configure user/roles based on the business of the customer.
At the end, we concluded with ACD and Agent scripting.
- Read wrapup codes from Analytics API
- Uploading csv file
Genesys Cloud CX (formerly Genesys Cloud) Training
Configuring Genesys Cloud CX (formerly Genesys Cloud)
My best practise is to configure the edge first of all and then to pair it with Genesys Cloud. We register the extensions of the agents and IVR's. We configuration queues and campaigns by using the IVR numbers. Then we create the agents with specific permissions and roles. At the end, we configure the scripts.
No - we have not done any customization to the interface
No - we have not done any custom code
As additional configuration, i will include the data actions we used in order to make integrations. We configured the data actions together with the scripts in order to deliver a nice environment to the agent screen. We handled the errors and the succces messages as a popup dialogs that helps the agen to understand what's going wrong.
Genesys Cloud CX (formerly Genesys Cloud) Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Immediate help available Support cares about my success Quick Initial Response | Need to explain problems multiple times |
Yes we purchased premium support in order to cover all cases of our projects. Because we feel well when we have a proffesional team from behind to support us when we really need help to impement or to configure something that requires an extra knowledge/assistant. With premium support, we are not anymore stressed about the project deadlines.
As i remember, Genesys provided exceptional support last week when we were trying to deliver the project. We had a permission issue when an admin could assign agents and queues from other divisions. The customer escalated the issue to us and Genesys support was there to assist us and to explain in details the steps that we have to do.
Using Genesys Cloud CX (formerly Genesys Cloud)
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Quick to learn Convenient Feel confident using | None |
- People Management
- Integrations
- Telephony and Sip configuration
- Agent Scripts
- When you try to read and to get feedback of the contactlist that you have uploaded by exporting the excel file. Too many redirections.
- Analytics API is difficult but we did well
Yes, but I don't use it
Genesys Cloud CX (formerly Genesys Cloud) Reliability
Integrating Genesys Cloud CX (formerly Genesys Cloud)
- DebtManager
- Sales Force
- Custom CRM
- Salesforce
- DebtManager
They support salesforce integration and not DM.
- API (e.g. SOAP or REST)
.NET services with REST API
developer tools and online api documents are very important
Relationship with Genesys
Upgrading Genesys Cloud CX (formerly Genesys Cloud)
- Happy Customers
- New features
- Extended functionality
- Better reports
- More custom fields
- Custom report based on custom fields
Comments
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