Genesys Cloud, the contact center of the future!
Updated September 29, 2021

Genesys Cloud, the contact center of the future!

Nikos Papakonstantinou | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Review Source

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)!
  • It has the best user interface
  • Fast and easy deployment
  • Open platform for fast integrations
  • End-to-end omnichannel management
  • 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

Altitude uCI, Genesys Cloud (formerly PureCloud)
Genesys Cloud (formerly PureCloud) fully integrated with Salesforce (+email for business) is one of the best scenarios that I can describe. I cannot find scenarios in which Genesys Cloud (formerly PureCloud) is less appropriate since it's not a CRM. PureCloud provides a friendly and professional UI that can be embedded everywhere.

Genesys Cloud CX Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10

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
Since we do not have any problem at all except some features that we have voted, all services are working 100% with status page. For every update, we are getting informed with email for the next actions. I cannot find a reason to not renew my use of this product.

Evaluating Genesys Cloud CX (formerly Genesys Cloud) and Competitors

  • 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

You have to understand how the product works by reading the documentation many times.
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.
  • Read wrapup codes from Analytics API
  • Uploading csv file

Genesys Cloud CX (formerly Genesys Cloud) Training

  • Online training
  • in-person training
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience!
At start, i took online lessons with video and self-test answers which was very helpful. After that, i got training on teams and everything was very well documented with examples and use-cases in order to understand and to learn the product at 100%. I believe the online training is detailed and it covers everything.

Configuring Genesys Cloud CX (formerly Genesys Cloud)

There is a limitation that can be better but it has amazing configuration at all!
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

Because PureCloud support is a friendly and proffesional support with answers to the point. Trust me, their estimation time is really fast. They answer between 1-3 hours and always with the correct answer. Also they are able to schedule a meeting with you during the day in order to show you or to explain to you some functions.
ProsCons
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)

Genesys Cloud has an awesome UI where the configuration, the contact center management and the integrations really easy tasks and very well understandable. From our experience, you can go live really fast.
ProsCons
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

Genesys Cloud CX (formerly Genesys Cloud) Reliability

You can setup this product and you can have your environment ready in munutes by assigning divisions and queues and campaigns.
There is no unplanend outages of my 2 years experience. Always online and always there!
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.

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

During the sales process, the vendor helped us to resolve any issue that we had. Genesys answered all of our unanswered questions that we had in order to complete the RFP document including security. We received very good answers to the point and we got tips to handle some questions that need attention.
After the sales, it was easy to work with Genesys. They provided support and configuration in order to help us to understand the logic behind the functionalities. Genesys provided tips and use cases in order to accomplish the project specific tasks. At the end, the support area was very helpful that allowed us to track all issues.

Upgrading Genesys Cloud CX (formerly Genesys Cloud)

  • Happy Customers
  • New features
  • Extended functionality
  • Better reports
  • More custom fields
  • Custom report based on custom fields