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Excellent product - full end-to-end solution!
Updated July 19, 2023

Excellent product - full end-to-end solution!

Adrian Bradshaw | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

Genesys Cloud was implemented to offer a contact center solution and to displace an on premise PBX. The premise was to migrate to a full cloud solution, to mitigate lengthy upgrades, and to offer a seamless solution end-to-end which with a feature-rich product.
  • Seamless Upgrades.
  • Feature-Rich Contact Centre Solution.
  • User-Friendly Experience.
  • Email Channel functionality is a little limited at present.
  • Has provided an excellent solution to WFH due to COVID.
  • Integrated a new PCI DSS solution to decouple us from PCI.
It plays a great role, the ability to offer automated bot services to help with FAQ is a great addition and feature rich!
We migrated from an onprem Avaya Contact Center elite platform to Genesys cloud with ease, the system was setup like for like and the ability to switch features on and trial functions on CX3 license level with no additional costs was an added bonus
Genesys is an end-to-end solution developed in-house - at the time of evaluating Ring Central it was coupled with Nice In Contact, and did not work seamlessly.

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

Great for those looking for a full cloud end-to-end solution. I could not think of a reason where it would not be fitting - the costs are comparable against other providers, including running an on-prem solution.

Genesys Cloud CX Feature Ratings

8.4
Agent dashboard
8
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
3
Warm transfer
10
Predictive dialing
5
Interactive voice response
10
REST APIs
9
Call scripts
10
Call tracking
8
Multichannel integration
9
CRM software integration
10
8.7
Inbound call routing
10
Omnichannel inbound routing
10
Recording
9
Quality management
9
Call analytics
9
Historical reporting
7
Live reporting
9
Customer surveys
5
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

200 - Retail and Consumer Contact centre, Financing, Internal and technical support
3 - IT Support Engineers, Telephony background since migration from an Avaya on Prem solution
  • Contact Centre Voice solution to our customers
  • Internal Communication tool between our teams
  • Inbuilt features between our CRM data
  • The ability to add transcriptions to assist with our customer fault resolutions
  • Inbuilt chat channels
  • Inbuild email channels
We will likely be sticking with this product for some time and have no appetite to look at other products.

Evaluating Genesys Cloud CX and Competitors

Yes - Avaya Contact Center Elite, this was due to be upgraded and we needed a SAAS based solution to help with our migration from the data centers
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
The feature set needed to be equal or better than what we had. The fact it is continually being developed and improved is excellent.
We were happy with the process we followed, we had a list of requirements and vetted various systems.

Genesys Cloud CX Implementation

We rolled it out in a methodical manner to help alleviate the issues of big bang, when we got to the later larger teams for onboarding we had tackled nearly all of the known issues.
  • Implemented in-house
Yes - We rolled this out on a per team basis and placed intergrations between our existing PBX and Genesys
  • User onboarding and training - it takes time to adopt some of the users

Genesys Cloud CX Training

  • Online Training
  • In-Person Training
Excellent product support training from the Genesys team and very informative
Excellent delivery and very informative

Configuring Genesys Cloud CX

Personally it is right for the use we have, we do not use all features however it is nice to have the ability to fine tune where needed.
Setup like for like if migrating and then turn on additional features afterwards for simplicity of migration.
Some - we have added small pieces of custom code - Used to integrate with our custom on prem CRM - the implementation worked perfectly.
Not at this time

Genesys Cloud CX Support

Quick and informative responses from the support team
ProsCons
Quick Resolution
Knowledgeable team
Kept well informed
Immediate help available
Support cares about my success
Poor followup
Problems left unsolved
Escalation required
Need to explain problems multiple times
Slow Initial Response
No we went with standard support given that the system had an excellent SLA in place.
When I have raised queries around our flows they have been answered quickly and in an informative and simple manner to understand.

Using Genesys Cloud CX

Very intuitive and easy to use.
ProsCons
Like to use
Easy to use
Well integrated
Quick to learn
Feel confident using
Unnecessarily complex
Requires technical support
Inconsistent
Cumbersome
Lots to learn
  • The flows are very initiative and easy to use
  • The integration elements and Actions tabs are simple to follow
  • The dev tools and the ability to seek some elements of information.
Yes, but I don't use it

Genesys Cloud CX Reliability

Feature rich product and consistently being developed and updated in the background.
We have never had an outage (touch wood)
Quick load times and voice quality is always excellent even on limited bandwidth it scales effectively

Integrating Genesys Cloud CX

The professional team made it easy to seamlessly integrate with our bespoke CRM.
  • CRM
  • File import/export
Work with the professional team, they are knowledgeable on most aspects

Relationship with Genesys

We had a great migration/implementation with a well supported team throughout the covid period we delivered on all aspects.
Support is very responsive with any questions we ever raise.
Excellent support and full understanding of our implementation requirements
Just contractual terms as per the business requirements.
Very competitive against other similar products in the field
Not at this time

Upgrading Genesys Cloud CX