Nothing Cloudy here!!!! Pure sunshine
Updated October 11, 2024

Nothing Cloudy here!!!! Pure sunshine

Matthew Calton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud to manage omnichannel customer interactions including Voice, email, SMS, Chat and Social media to ensure a seamless and unified experience. Our main focus is delivering exceptional customer service while enhancing agent productivity through AI driven insights and automated workflows. The Business problems that Genesys Cloud addresses include improving first contact resolution, reducing customer wait times and streamlining communication between agents and customers across various platforms. By leveraging advanced IVR's chatbots and smart routing we can efficiently handle high volumes of queries without overwhelming agents, ensuring that complex issues are escalated to the right team or person swiftly. Our Use case involves implementing intelligent flows enabling AI driven assistance to deliver personalised experiences. We also utilise the platforms real time analytics and reporting to make data driven decisions, improving both customer satisfaction and operational efficiency. The scope covers our contact centre operations , with a focus on customer service. support and sales handling thousands of interactions a day. Genesys Cloud enables us to scale efficiently improving our overall performance and delivering better outcomes for both customers and employees. The platforms flexibility allows us to adapt quickly to changing customer needs, whether through implementing new channels or refining existing workflows.

Pros

  • Genesys Cloud CX excels at integrating voice, email, chat, and social channels into a single interface, making omnichannel engagement seamless.
  • Its intuitive user interface allows agents to handle multiple interactions easily, improving productivity and reducing the learning curve.
  • Real-time analytics and reporting provide actionable insights that help managers optimise performance and make data-driven decisions.
  • The platform’s AI-powered predictive engagement enhances customer experiences by guiding agents with smart recommendations.
  • Its scalability means the system can grow alongside our business, supporting both small and large operations without significant adjustments.
  • The AI-driven bots and IVRs help automate routine tasks, freeing up agents for more complex queries and improving efficiency.
  • Genesys Cloud CX's workforce management tools enable us to optimise scheduling, reducing costs while ensuring adequate coverage.
  • Integration with CRM systems like Salesforce allows for personalised customer interactions, improving engagement and satisfaction.
  • The seamless integration of AI tools like Google Agent Assist enhances agent performance with real-time suggestions during interactions.
  • Its call routing capabilities are highly effective, ensuring that customers are connected to the right agents at the right time.
  • The built-in knowledge management system empowers agents to resolve issues quickly by providing them with relevant information.
  • Customisable dashboards allow managers to focus on the KPIs that matter most, enhancing decision-making and performance tracking.
  • The platform’s flexibility supports the deployment of customer self-service options, reducing operational costs and increasing customer satisfaction.
  • Regular updates and enhancements ensure the system remains current with technological advancements and industry trends.
  • Its ability to manage compliance and security across all channels gives us peace of mind regarding customer data protection.
  • The speech and text analytics capabilities allow us to monitor and improve both customer and agent interactions.
  • The support for remote work ensures our agents can work from anywhere, keeping operations flexible and resilient.
  • Its easy-to-use flow builder empowers non-technical users to create and modify IVRs and workflows without needing coding expertise.

Cons

  • While reporting is comprehensive some customisation options are limited making it difficult to generate highly specific reports tailored to unique business needs.
  • Advanced features such as AI driven bots and complex call flows can require a steep learning curve and some technical expertise which can slow down implementation for inexperienced users.
  • The per user per month pricing model especially with the premium features can be costly for smaller organisations looking to manage tight budgets
  • While the support team is very knowledgeable response times can sometimes be slower than ideal.
  • Some smaller teams may find the sheer number of features overwhelming, especially if they only need basic functionality making the platform seem overly complex
  • Accessing and managing historical data for reporting can sometimes be more cumbersome than necessary, especially when pulling data across multiple channels.
  • Cost Savings: The platform’s automation features have reduced staffing needs for handling routine tasks, lowering operational costs.
  • Productivity: AI-powered tools and omnichannel capabilities have significantly improved agent efficiency, allowing them to handle more interactions in less time.
  • Revenue: Enhanced customer experiences through faster resolution times and personalised service have contributed to higher customer retention and increased sales.
  • Customer Experience: Seamless omnichannel engagement and real-time insights have improved customer satisfaction, reducing churn.
  • Employee Engagement: The easy-to-use interface and real-time support tools have boosted agent confidence and job satisfaction, leading to better retention rates.
  • The upfront investment in premium features and customisations can strain budgets, particularly for smaller businesses.
  • The complexity of advanced features requires training, which can temporarily reduce productivity during implementation.
  • As the business grows, adding users and advanced features can result in higher-than-expected costs, impacting ROI.
Knowledge management plays a critical role in enhancing self-service and automation within Genesys Cloud by ensuring that customers can access accurate and relevant information quickly and independently. Through a well-structured knowledge base, customers can find answers to common questions without needing to interact with an agent, which reduces call volumes and improves overall efficiency. For automated tools like chatbots and IVRs, knowledge management serves as the backbone for providing correct responses. When a customer asks a question via a chatbot, the system pulls information from the knowledge base to deliver a tailored, accurate answer in real time. This not only improves customer satisfaction by offering immediate support but also allows agents to focus on more complex inquiries that require human intervention. Furthermore, the knowledge management system is easily updated, ensuring that both self-service channels and automated responses reflect the latest policies, product updates, or troubleshooting guides. This consistency across channels helps maintain a high level of service quality and reliability. Ultimately, robust knowledge management supports a seamless customer experience while driving cost savings through reduced agent interaction, making it a key component in successful automation strategies within Genesys Cloud.
Migrating to Genesys Cloud was relatively seamless due to its cloud-based AI-driven tools, which streamlined data transfer from legacy systems. The platform’s intuitive migration process allowed us to import customer data, interaction history, and workflows with minimal disruption. Its scalability ensured that as our contact volume grew, the system adapted without requiring significant infrastructure changes. The impact on the user experience was significant. Customers benefited from improved response times, smarter routing, and personalised service, thanks to the enhanced data management capabilities. With historical data readily available, agents could access customer information quickly, leading to faster resolution times and higher satisfaction. Additionally, the cloud architecture allowed us to scale up services during peak times, maintaining a smooth experience for both customers and agents. Overall, the migration to Genesys Cloud enhanced both operational efficiency and the customer journey.
Genesys Cloud for us was the next generation of communications provider, the previous system could not match the changing need of our business. We did look at 8x8 and Avaya as alternatives as well as the Daviker Cloud offering but Genesys Cloud had the scope of operation and the features that we were looking for. The other systems did not rank as high when doing a like for like analysis of the features and benefits.

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?

Yes

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Well suited scenarios: Omnichannel Contact centres - Genesys Cloud CX excels in environments where managing multiple customer channels—voice, chat, email, and social media—is essential. It provides a unified interface, allowing agents to efficiently handle various interactions, improving response times and customer satisfaction. High Volume Contact Centres - For large organisations handling thousands of daily interactions, the platform’s scalability, AI-driven routing, and workforce management tools are invaluable in maintaining efficiency and service quality. Remote Hybrid Teams - Its cloud-based infrastructure and support for remote work ensure that teams can operate from anywhere, providing operational flexibility and business continuity.
Less appropriate Scenarios: Small Business with Basic Needs - The platform may be overkill for small teams with limited customer interactions, as the pricing and feature set can be more than what’s necessary, making it an expensive option for basic needs. Limited Budgets - For organisations with tight budgets, the cost of premium features and scaling can become prohibitive, especially if advanced functionalities like AI-driven bots or analytics are needed but not fully utilised.

Genesys Cloud CX Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

200 - Sales, Sales Support, Renewals, Customer Care, Cancellations, Marketing, Corporate, Finance, Motorsport, IT, Risk and Compliance, HR and Management across five brands and three sites.
1 - I have very basic API skills but have not found this to be in any way a hinderance to build, manage, develp and manage the many integrations and features over the last 4 years.
  • Managing our Customers Insurance Products for them
  • Provision of Management Information
  • Development, Training and Compliance
  • The use of its external directory as a CRM
  • We could use the system to manage other Brokerage acquisitions that are to be run as separate business entities.
  • or offer to run the telecoms for any claims companies we have relationships with to further embed our relationships.
I cannot see us changing the supplier based on the service and functionality we currently enjoy

Evaluating Genesys Cloud CX and Competitors

Yes - It replaced our Noble Systems Touchstar dialler which did not have the flexibility nor the diversity we needed to assist us in growing the business and incorporating the digital channels we were looking for to compliment our multi brand and web presence. When moving to Purecloud initially some of the channels were in their infancy but now are developing at pace.
  • Price
  • Product Features
  • Product Usability
The roadmap and the fact that the product would offer omnichannels all in one place. It was clear that Genesys had a clear vision of how they were going to develop the product and we shared their vision which seemed to be exactly the right match for our business at the time.
I do not think we could have done things any differently.

Genesys Cloud CX Implementation

The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
  • Implemented in-house
Change management was a small part of the implementation and was well-handled
  • WebRTC issues

Genesys Cloud CX Training

  • Online Training
I gave the online training a 10 out of 10 because the engineer delivering the session was truly exceptional. They demonstrated deep expertise in the system and addressed all of my queries thoroughly, ensuring that every question was answered with precision and clarity. What stood out was their willingness to go above and beyond, offering additional insights and support that weren’t strictly part of the training agenda. This level of dedication made me feel fully supported and confident throughout the process. Their hands-on guidance directly contributed to the smooth and successful go-live of our platform, ensuring our team was well-prepared for any challenges. The training exceeded my expectations in both quality and depth.

Configuring Genesys Cloud CX

configurability of Genesys Cloud CX is just right for this type of product, striking a good balance between ease of use and depth of customisation. For most businesses, the platform offers enough flexibility to configure workflows, IVRs, and routing strategies without requiring extensive technical expertise. The user-friendly interface makes it accessible for administrators to implement changes, while more advanced users can leverage APIs and complex integrations for deeper customisation. For those with highly specific or complex needs, some areas may feel a bit limited without technical assistance, particularly when creating advanced routing flows or integrating with niche systems. However, for the majority of users, the configurability is neither too overwhelming nor too basic, making it a solid fit for a wide range of contact centre operations. It’s extensive enough to handle complex use cases without being overly complicated for day-to-day adjustments.
When configuring Genesys Cloud, it’s important to start by clearly mapping out your customer journey and business requirements before diving into the setup. Use the flow builder to create simple, intuitive IVRs and routing strategies that minimise friction for both customers and agents. Leverage AI tools and automation to handle routine inquiries, freeing up agents for more complex tasks. Regularly review your workflows and adjust routing to ensure optimal efficiency and load balancing across channels. Make sure to integrate your CRM or other key systems to streamline customer data access. Finally, keep reporting and analytics in mind from the start, setting up custom dashboards that allow you to monitor key performance indicators in real-time, helping you to make data-driven decisions and continually optimise the platform's performance.
No - we have not done any customization to the interface
Some - we have added small pieces of custom code - We've added some customisation in Genesys Cloud CX using the flow builder to ensure calls are routed to a specific team based on the DNIS (Dialed Number Identification Service). This was necessary to streamline our call handling process and ensure that incoming calls were directed to the appropriate team without manual intervention. The flow builder made it quite easy to set up, as it allows for configuring call flows with a drag-and-drop interface, enabling us to create specific routing rules based on the DNIS without needing to write any complex code. This customisation improved our efficiency and ensured that customers reached the right department faster.
We implemented automated data imports from web and other data sources into Genesys Cloud using its built-in API capabilities. This customisation was crucial for keeping our customer records up to date in real-time, ensuring that agents had access to the latest information during interactions. By automating data imports, we reduced manual data entry and streamlined processes such as routing, personalised service, and customer follow-ups. The integration allowed us to pull in data like customer preferences or recent purchases directly from our web platforms, enriching the overall customer experience. Setting this up required some initial technical configuration, but once in place, it significantly improved our operational efficiency and the quality of customer interactions.4o

Genesys Cloud CX Support

This is by far the single most contentious area for them... Fortunately, the community and forums that counter this problem to a degree. The community participants from the Genesys staff provide the advice and solutions for a high proportion of issues and this area alerts us to any issues arising from the rapid deployment of features and general bugs providing workarounds in advance of fixes arriving from the slow support. The platform is so stable the need for support is rare.
ProsCons
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Quick Initial Response
Escalation required
Need to explain problems multiple times
We initially purchased a support package during the build phase, which covered the first 12 months of implementation. Since then, we’ve partnered with a Genesys reseller to streamline the support process and alleviate the challenges of managing it internally. This partnership has also provided valuable assistance in developing new features and integrating the platform with other systems, ensuring a smoother and more efficient operation.
Yes - I reported a bug with Genesys Cloud CX, and while it was eventually resolved, the process took some time due to navigating through first-line support. The initial troubleshooting phase was somewhat slow, as I had to explain the issue multiple times before it was escalated to the appropriate team. However, once the issue reached the right level, the resolution was handled efficiently. Overall, the experience highlighted the importance of clear communication and persistence when dealing with support.
There was a time when we were preparing for a major go-live event, and we encountered a last-minute issue with our call routing configurations. The Genesys support team was exceptional in their response—they quickly escalated the issue and had a senior engineer working with us within hours. The engineer not only resolved the problem but went above and beyond by suggesting additional optimisations to our setup. Their swift and knowledgeable assistance ensured our go-live went smoothly without any further complications.

Using Genesys Cloud CX

The platform offers an intuitive and user-friendly interface that makes it easy for both agents and administrators to navigate and manage. Setting up workflows, IVRs, and integrations is relatively simple, thanks to its drag-and-drop functionality and well-organised menus. The learning curve for basic tasks is low, which helps in onboarding new users quickly. However, more advanced features, such as complex routing flows or custom reporting, can require additional time and training, which prevents it from earning a perfect score. Overall, it’s highly usable for most organisations.
ProsCons
Like to use
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Lots to learn
  • drag-and-drop flow builder, which makes creating and modifying call flows and IVRs incredibly easy and intuitive.
  • omnichannel communication, such as voice, chat, email, and social media, within a single interface is seamless, allowing agents to manage multiple channels without difficulty.
  • real-time dashboards and analytics are also very straightforward, enabling managers to quickly customise views and track performance metrics.
  • agent performance tracking and workforce management tasks, like scheduling, are streamlined, making it simple to monitor and optimise team productivity.
  • basic third-party tools like CRM systems is also user-friendly and requires minimal technical expertise. Overall, these functions offer an elegant balance of ease and efficiency.
  • Advanced call routing and customising complex workflows can be challenging, especially when dealing with intricate business rules or integrating multiple data points. These often require a deeper understanding of the system and more time to set up correctly.
  • Custom reporting can also be cumbersome, as creating highly specific or granular reports sometimes lacks the flexibility needed
  • API-based integrations for more advanced use cases can also become intricate, especially for non-technical users, which may slow down deployment or require external assistance.
Yes, but I don't use it

Genesys Cloud CX Reliability

I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.
The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.
Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.

Relationship with Genesys

The sales team was professional, responsive, and knowledgeable, making the entire process smooth and straightforward. They took the time to understand our needs and provided tailored solutions rather than a one-size-fits-all approach. The only reason it's not a perfect 10 is that some pricing discussions took a bit longer than anticipated, but overall, it was a positive and efficient experience.
While they remained professional and supportive, especially during the onboarding and implementation phases, there were occasional delays in response times for non-critical issues. However, when more complex or urgent matters arose, they were quick to escalate and provide the necessary expertise. The overall experience was positive, but there were moments where communication could have been a bit more streamlined post-sale.
We did choose to use the Professional Services at the outset of the deployment and are gald we did. The engineer that was assigned to us for this project was exceptional and helped us deliver the "GoLive" on the timeline we had chosen. The engineer went the extra mile to ensure we had a smoothe transition and I would comendate him on his knowledge and professionalism.
No None
It is important to establish clear communication channels early on. Assign a dedicated point of contact from your side and request the same from the vendor to ensure continuity and avoid repeating issues. Regular check-ins, even when things are running smoothly, can help address potential concerns before they escalate. When reporting issues, be as detailed as possible to expedite troubleshooting. Additionally, building a strong relationship with your account manager can facilitate faster escalations and smoother support experiences.

Upgrading Genesys Cloud CX

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