Item: Genesys Cloud CX
Rating: 10
Author: vichaig douangpaseuth

Use Cases and Deployment Scope

We've replaced our outdated telephony contact center infrastructure by Genesys Cloud omnichannel solution 3 years ago to enable our customer care organization operating follow the sun model worldwide to benefit from new digital capabilities and flexibility. It would be too costly to keep upgrading our previous infrastructure to introduce new digital channels (chat, email) and bot assistance functions. During the COVID 19, our customer care teams are able to keep operating from home without any service disruption to our airport and airlines customers.

Pros and Cons

It's pretty simple to active Genesys platform in few days or weeks to make it ready for large and worldwide deployment.
WebRTC softphone with OPUS codec provide a great solution for home worker agents.
Just need to simply use the service and no need to spend time on infrastructure management compare to on-premises contact center that require regular patching, upgrade which are complex operations.
IVR is powerful with API and integration with AI function while remaining easy to be managed for day to day operation.
AppFoundry is another key feature to allow third party application activation.
Simple recording solution with visual time line and scripting.

Communicate functions are not rich enough to replace traditional telephony system.
Chat client is not rich enough to ease user interaction. Ex: No click button to allow customer to reply easily.
Missing email notification for reports or any customized events.
Cannot mix virtual edge with cloud carrier and local edge model.

Return on Investment

Better cost control with simple features vs cost base on the select plans PC1, 2 or 3.
New features or improve for same monthly charges with upgrade cost.

Alternatives Considered

We were previously running on Avaya platform and initially planned to move to Cisco UCCE but

The solution complexity for an omnichannel and regular system maintenance compare to a simple consumption of Cloud services, and
Static licensing capacity vs dynamic cloud monthly consumption

has matured our decision to proceed with Genesys Cloud CCaaS solution.

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

Dialogflow (formerly Api.ai), ServiceNow Configuration Management Database (CMDB), WebRTC, AudioCodes Mediant Enterprise Session Border Controllers (E-SBCs)

Likelihood to Recommend

If you're a contact center customer looking for rich voice and digital channels with feature-rich contact center (recording, reporting, analytic, WFM and more...) while having simple and standard integration using AppFoundry, API and AI, then Genesys Cloud should fit well.

This solution requires internet access with components running from public cloud which imply to have data to be stored in the Cloud may not be suitable for customer who has strong Data protection (GDPR for European) or security requirements as this may impose a lot of customization effort.

Build rich customer experience without headache!

Overall Satisfaction with Genesys Cloud (formerly PureCloud)