New to Genesys Cloud... an Early Review
Updated May 03, 2021
New to Genesys Cloud... an Early Review
Score 8 out of 10
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
Genesys Cloud is used across our organization and with several of our affiliates as well. Genesys Cloud offers us a single platform to handle inbound and outbound calls, workforce management, call quality and many other features we didn't have with our old platform.
- Provides a single solution for our telephony needs.
- While we are able to customize the data shown on the various screens, we are not able to sort the data by anything other than name or time.
- There isn't a simple way to export users data to validate license usage, etc. You have to use API's and merge data from several backend tables.
Do you think Genesys Cloud CX (formerly Genesys Cloud) delivers good value for the price?
Are you happy with Genesys Cloud CX (formerly Genesys Cloud)'s feature set?
Did Genesys Cloud CX (formerly Genesys Cloud) live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Genesys Cloud CX (formerly Genesys Cloud) go as expected?
Would you buy Genesys Cloud CX (formerly Genesys Cloud) again?
Genesys Cloud CX (formerly Genesys Cloud) Feature Ratings
Using Genesys Cloud (formerly PureCloud)
5 - We have a developer that builds our flows and any new functionality, and 4 other people that function as administrators and quality control.
- We are still in the beginning stages and haven't really found any innovative process yet.
Evaluating Genesys Cloud and Competitors
Yes - Genesys replaced our Avaya phone system, our Verint WFM solution and our Cacti call recording solution. We went with the Genesys solution as it provided us with a single solution for those systems plus more functionality that we didn't have at the time
- Product Features
- Product Usability
Genesys offered a single solution to replace multiple pieces of software (and hardware for that matter).
If we could do it again, knowing what we know now, I think we would just have been much more specific in our needs. For the most part, Genesys did meet our documented requirements, but I don't feel like the requirements were specific enough to ensure we didn't lose functionality, or have to wait for it to be developed.
Genesys Cloud Implementation
Yes - We rolled out the phone system by department. Departments that did similar functions or were closely related we tried to move a the same time or as close as possible. We rolled out just the core phone capabilities to start with. We are now following a similar process for the additional features but now based more on needs and desires. So one area wanted the workforce piece and another wanted call quality. We will extend each of those (and other features) to other areas as needed.
Change management was a big part of the implementation and was well-handled - Sometimes it is better to do a full lift and shift for some functionality.
Genesys Cloud Support
In my experience, support is support. Sometimes it is great, sometimes it is not so great. It's in those not so great moments that you find out what kind of support a company offers. We have had situations where support has sworn that it wasn't an issue, basically forcing us to prove that it was an error on their side. We have also had instances where the support as outstanding. For the most part the good has outweighed the bad.
Problems get solved
Kept well informed
Immediate help available
Quick Initial Response
Yes - We have reported multiple bugs. Most have been resolved timely and to our satisfaction.
We had an issue with some of our phones not provisioning and the tech worked with me and when he couldn't figure it out, he worked with the phone manufacturer to identify the issue and called me back after hours to ensure we would get the issue resolved prior to the next business day.
Using Genesys Cloud
Being a web based tool they system is pretty user friendly. The biggest complaint I have about the usability is that you can not filter and sort by the various columns of data on the different views.
Like to use
Easy to use
Technical support not required
Quick to learn
Feel confident using
- The lack of ability to filter and sort that different views in Genesys makes the system cumbersome.
- There isn't an easy way to get a list of users and their licenses from the system. You have to use API's on the backend.