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ITNAVPro
Updated June 22, 2022

ITNAVPro

Anonymous | TrustRadius Reviewer
Score 10 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).
  • 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
  • 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
  • It's not relevant to us. We are the integration company.
  • I think that for our customers it will [have a] positive impact.
Genesys PureEngage On-Premises.
Avaya CC Elite + CMS + EMC
Nice Recording system
Verint Analitycs

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

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

Genesys Cloud CX Feature Ratings

8.3
Agent dashboard
10
Validate callers
8
Outbound response
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
7
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
9
6.7
Inbound call routing
8
Omnichannel inbound routing
8
Recording
10
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

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
Long time cooperation, based on "Subscription" for the services
Getting more Sales & Technical presentations (PowerPoint) that we can use for the customer meetings