ITNAVPro
Updated March 07, 2021

ITNAVPro

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

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

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).
  • 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.
  • 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").
  • It's not relevant to us. We are the integration company.
  • I think that for our customers it will [have a] positive impact.
We are working with Genesys. Also, with PureEngage On-Premises.

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

Not sure

Are you happy with Genesys Cloud CX (formerly Genesys Cloud)'s feature set?

Yes

Did Genesys Cloud CX (formerly Genesys Cloud) live up to sales and marketing promises?

Yes

Did implementation of Genesys Cloud CX (formerly Genesys Cloud) go as expected?

Yes

Would you buy Genesys Cloud CX (formerly Genesys Cloud) again?

Yes

Good solution. Simple, but has a lot of features.

Genesys Cloud CX (formerly Genesys Cloud) Feature Ratings

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

Genesys Cloud CX (formerly Genesys Cloud) 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.

Using Genesys Cloud CX (formerly Genesys Cloud)

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