New to Genesys Cloud... an Early Review
Updated February 08, 2022

New to Genesys Cloud... an Early Review

Jason Lorden | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

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. While there are some features that are missing, Genesys has been receptive to our input and working to get some of these enhancements implemented.
  • Provides a single solution for our telephony needs.
  • Allows us to route calls, chats, and emails to our agents to keep them busy when one channel is slow.
  • Provides access to backend data via API calls that allows us to gather information that might not be readily available in the UI
  • 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.
  • The workforce piece is missing some key components, like the ability to see a forecasted service level prior to publishing schedules.
  • Currently we cannot see more than a couple of months of data rolled up. We have to export the data in smaller chunks and compile it ourselves.
  • We are still in the process of calculating that.
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.

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?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

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. In addition, the fact that we cannot pull year to date stats directly from the system is a problem.
Genesys offers a wide variety of telephony solutions like inbound and outbound calling, outbound dialer, call quality, workforce management, just to name a few. The system however seems to be in its early stages and is missing some basic functionality. The fact that we cannot see year to date data in the system is troublesome and some of the missing components in the workforce suite make it a bit more manual that we like, but they are working on enhancements and have been receptive to our feedback and needs.

Genesys Cloud CX Feature Ratings

Agent dashboard
6
Validate callers
7
Outbound response
7
Call forwarding
5
Click-to-call (CTC)
Not Rated
Warm transfer
7
Predictive dialing
7
Interactive voice response
6
REST APIs
7
Call scripts
Not Rated
Call tracking
9
Multichannel integration
8
CRM software integration
7
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
7
Call analytics
7
Historical reporting
3
Live reporting
6
Customer surveys
5
Customer interaction analytics
3

Using Genesys Cloud CX (formerly Genesys Cloud)

2500 - Agents, business users, supervisors, and admin
5 - We have a developer that builds our flows and any new functionality, and 4 other people that function as administrators and quality control.
  • Scalability
  • Ease of use
  • Multi-channel communications
  • We are still in the beginning stages and haven't really found any innovative process yet.
  • We are hoping to roll-out the outbound dialer and post interaction surveys
For the most part the Genesys platform meets our needs. There are some areas where the system falls short of our needs/desires, but Genesys has been receptive to requests and began development on some items to help meet our needs.

Evaluating Genesys Cloud CX (formerly 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
  • Price
  • 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.
All the companies we reviewed were similar. We felt Genesys had the best model to get us where we wanted to go.

Genesys Cloud CX (formerly Genesys Cloud) Implementation

Just like any other implementation...plan, plan and plan some more.
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.
  • People knowing where to transfer people to as some users were on the new system and some where on the old.
  • People not being receptive to change.

Genesys Cloud CX (formerly Genesys Cloud) Support

ProsCons
Quick Resolution
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Quick Initial Response
Escalation required
We did because it is a new system to use and we wanted the peace of mind
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 CX (formerly Genesys Cloud)

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • I feel the whole system is laid out in a way that is user friendly
  • 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.