ITNAVPro
Updated May 25, 2025

ITNAVPro

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

Overall Satisfaction with Genesys Cloud CX

We are the system integration company for CC and telephony systems. We want to implement the Genesys Cloud to our customers. Now, we are working on our first project based on Genesys Cloud (some new customer).

Pros

  • Very simple implementation.
  • All features are included.
  • Good RT Monitor & Historical Reports possibilities.
  • Good OOB RT Monitor.
  • Simple and "intuitive" administration tool.
  • Very good and simple process for adding (Provision) and installing Edge (also Virtual Edge).
  • Very good voice quality.
  • A lot of additional "tools" (like CLI) that can help to administrate the system

Cons

  • Adding possibilities to "customize" the historical reports (add/remove columns, change fonts, ...).
  • Improve the "flow designer". Make it more "user friendly". For my mind, [it would be] best if it looked like "Genesys Composer" from "Pure Engage" solution.
  • Add possibility to change the list of "agent states" according to the division/group/queue.
  • Improve the UI for the manager. It would be very useful to have option of creating "subfolders" on the "management screens" (for example: "Telephony/Phone Management/Phones" / "People & Permissions/People").
  • Very important for Israel market option.
  • Give permission to the Schedules/Schedule Groups according to the Division and Group..
  • When agent is working with "Auto Answer" [it would] be good to have the possibility to define some "ringing time" (some seconds that the agent will see the "call alert" before "Auto Answer").
  • Part of the company portfolio that we are selling and implementing to our customers
  • Quick implementation
  • It's not relevant to us. We are the integration company.
  • I think that for our customers it will [have a] positive impact.
In general, it's a good solution,
But, some of our customers told us that there is no "very important "functionality" (like "agent call flow" that will give the agent "what to say" according to the customer response) and what they have in other "Knowledge Management" products.
From our point of view (as integrators), the main problem is that "Genesys Knowledge Management" does not support the Hebrew language which makes this product "unusable" in Israel
Sometimes it's not simple,
When we are moving the customer from any "local" product, and the customer wants the "new" system to"work" exactly as the "old" system.
In addition to the "problem" with the new "product logic", we have the problems with "RTL" support and "Hebrew language"
About GUI of the RT Monitor and Reports, I don't want to speak at all, it look as 15-20 years ago
For most of our latest projects, we used this technology.
It includes all the needed modules, and there is no need to add to the solution 3-rd party products (like a recording system, Database, CRM integration and so on). Everything is included in the one package.
It's very "dynamic" solution, that every week brings new features

Do you think Genesys Cloud CX delivers good value for the price?

Not sure

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

Genesys Multicloud CX (discontinued), Avaya Aura, Avaya Call Center Elite
Good solution. Simple, but has a lot of features. The "problem" is that it's not "working" with "next" --> "next"--> "next".
When you need to do something (configure) you must know exactly what You want.
Not "simple" to copy "development"/definitions from one "organisation" to another.
Also, the "end user" must know "what to do".

Genesys Cloud CX Feature Ratings

8.3
Agent dashboard
10
Validate callers
8
Outbound response
8
Warm transfer
9
Interactive voice response
7
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
9
4.7
Call analytics
5
Historical reporting
5
Live reporting
4
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

10 - It's our sales implementation and integration team
5 - For supporting our customers
  • It's one of the product that we implementing for our customers
  • In one of our projects we are implementing the Genesys cloud CX not only as CC platform, but also as UC (World Wild)
  • Using of Genesys Cloud Voice for the "Multi country" based organizations
  • E-Mail campaigns
  • Platform for the internal Help Desk

Evaluating Genesys Cloud CX and Competitors

  • Product Features
  • Product Reputation
  • Prior Experience with the Product
Nothing

Genesys Cloud CX Implementation

We are implementing the system for our customers
  • Implemented in-house
Yes - Inside the company, we have only a development/tests lab.
For the customers, we are implementing the solution according to their requirements (different departments, features, channels, ...)
Not sure - Depends on our customer requirements.
In general, we are trying to replace the customer's current system and deploy the new one with the minimum "organization" changes
Keep all business processes to work "as is" and add the new
  • Agents and supervisors training

Genesys Cloud CX Training

  • Online Training
In general, it gives a description and can help to understand what to do and how. but:
Sometimes, it does not keep up with changes in the system (for example, in the GUI changes, additional features and so on).
Sometimes, much easier and helpful to read the documentation (https://help.mypurecloud.com/) that gives the "better" explanations and takes less time.

Configuring Genesys Cloud CX

Thie product requires a full understanding of what You want to get (the target results)
Sometimes, needed additional "product learning" and help of the Professional Service
First of all, to understand what You want and after this how to implement it.
Carefully read the documentation, and not be afraid to ask questions PS and send the questions to the forum/s
Some - we have done small customizations to the interface - Some of our customers are using the "embedded SF" client
Yes - we have added extensive custom code - We are using the system for interactive services (IVR) and creating the integrations with the 3-rd party systems
Also integrating the system with the customer BI
Customer Identification with the ANI, product number, ...
Customer segmentation according to the information from the 3-rd party systems (CRM)
Implementing SSO and users provisioning

Genesys Cloud CX Support

Support for the Genesys PureEngage is better.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No, not at this stage.
Every time that I need this.

Using Genesys Cloud CX

It has a "user-friendly" interface, but some things are "not standard", for example, in most products, (including Genesys Pure Engage) agent status "Available" means that the agent can get the CC calls, in this product, it means that he can get the direct calls and for the CC calls he must be "On Queue"
ProsCons
Like to use
Relatively simple
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
None
  • administration
  • PSTN connection
  • RT Monitor
  • Developing the Call Flows
  • managing agent statuses
  • Creating and administrating the users (agents)
Yes - There is a lot of place for "improving" this option

Genesys Cloud CX Reliability

Sometimes it takes time to get a response from the system, especial during the system administration

Integrating Genesys Cloud CX

Sometimes documentation is not enough
  • Salesforce
  • Microsoft Active Directory
  • PSTN provider/s
Simple integration with good support from the Genesys team
Sometimes the documentation is not enough.
In my mind, the "provisioning" from MS AD can be done with more functionality
  • Priority CRM
  • Whatsapp
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
  • AppExchange or similar marketplace
A lot of options and ways for implementation

Relationship with Genesys

Very good "presale technical support" that listening to the requirements and finding the best solution, creating the "live demo" (including presentation & description of all needed integrations)
Good technical support, that gives all needed answers very quick and professional. Possibility to get help from the "technical staff". Genesys provided much information about "best practices" and recommendations for the implementation
Depending on what type we need. We had a very "bad" experience with the Professional Services when we ordered some "implementation" (with development) work for one of our customers: Project management was VERY POOR The documents were not at an acceptable level in Israel But, when we use the Professional Service "developments" (products) they work good and are very helpful
Long-term cooperation, based on "Subscription" for the services. Good level of products and modules, Possibility to ask for the additions/changes through the "Product Ideas Lab" portal.Good support, which includes the possibility to ask questions and get help with the system configuration. "Continuous delivery model " that gives the weekly updates without "downtime"
I am the "technical person" and not the "salesperson" It's very difficult for me to "rate" the prices and "pricing structure".In my mind, it looks like the prices and "pricing structure" of the Genesys competitors (like Nice, Avaya and so on)
Getting more Sales & Technical presentations (PowerPoint) that we can use for the customer meetings

Upgrading Genesys Cloud CX

Yes - It depends a lot on the specific customer. In general, we are planning the "go live" process with 0 "downtime", but where we can't control (for example, moving DID numbers and/or Truncs on the PSTN provider side, or "changes" in the Meta (Facebook/WhatsAPP) definition and so on) can be "short" (minutes/howrs) "downtime"
  • Possibility of using AI functionality (but, again, Hebrew Language support is MUST in Israel)
  • Recording transcript
  • Virtual Agent (but, again, Hebrew Language support is MUST in Israel)
  • RTL support
  • Full Hebrew language support (including AI and Knowledge Base)
  • Transcription improvement
  • GUI changes
  • R/T Monitor and Reporting improvement (UP to Date GUI including more "graph visibility" and colours
Yes - In my mind, this is "not a correct question". Genesys Cloud CX uses a "continuous delivery model", which means "every week a new version" with new features, patches (bug fixes), and "Security updates" (very important for the Public Cloud-based product). The product has no "professional " or "enterprise" editions. Genesys uses different types of licenses: CX1, CX2, CX3, and CX4(new).
Not sure that in the "new World" the CX1 licenses are suitable.

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