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Genesys is great, but be sure to pick the right partner for support!!
March 01, 2021

Genesys is great, but be sure to pick the right partner for support!!

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

We replaced Jive/Incontact with Genesys Cloud. We use Genesys for both our corporate PBX and our sales and coaching call center software.
  • SFDC integration.
  • Call routing.
  • Call backs.
  • Support!
  • Support with partner implementers.
  • SFDC integration enhancements.
  • Not sure yet for an honest answer. We haven't had it in place long enough. Learning for our agents took approx 4+ hours.
The support was much better with the Jive/inContact, BUT the Genesys product is by far better. Jive support was direct and resolutions were always resolved in a timely matter unlike the support headache we are in now with NTT/Genesys.

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

I would warn them about the support headache and make sure you choose a great implementer. Stay away from NTT. Their support is offshore and they have to direct questions to Genesys and act as a middle man. Their system is not timely and takes days before coming up to a solution.

Genesys Cloud CX Feature Ratings

7.8
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
6
8.0
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Genesys Cloud Support

Genesys does not have direct support. You have to go through a partner and they act as a middle man. You need to make sure your partner is fully educated with Genesys or your support will be less than sufficient and you should expect receiving resolutions over a longer period of time.
ProsCons
Problems get solved
Support understands my problem
Slow Resolution
Poor followup
Less knowledgeable
Not kept informed
Difficult to get immediate help
Slow Initial Response
We did with the partner NTT.
Since they do not offer direct support, NO.