Nothing Cloudy here!!!! Pure sunshine
Updated February 03, 2022

Nothing Cloudy here!!!! Pure sunshine

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

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

We are using the platform in our call centre for inbound and outbound blended campaigns. In our Corporate Insurance Department, Marketing, Finance and HR departments in a conventional PBX type format. We have remote workers post COVID and have three sites and 5 Brands supported by our Genesys Cloud Org. We have now incorporated the Chat, SMS and Email into the platform unifying our communications across the business and we will be adding Whatsapp and Bots this year. It provides us more stability than we were used to with our previous communications provider. Since we built and started using the Cloud solution going "Live" at the begining of 2018 we have been impressed with the rapid addition of new features and benefits that have appeared at a remarkable pace. We have tried and tested third party integrations for FREE and have several in operation which add to the features embedded in Genesys Cloud and have enjoyed the call transcription added for FREE under the Genesys Cloud 3 licencing we purchase. Overall, we find that the fit and development of Genesys Cloud fits perfectly with the direction of our business and provides us with everything we require.
  • The constant development and release of new features really have us enthused about how the system will grow to meet our changing needs
  • Scaleable and flexibility to move from Office to remote working
  • Stock MIS reports are expanded by the addition of views which are customisable and schedulable
  • Community Forums, Developer centre and GCAP are really good for "go-to" solutions to occasional issues encountered
  • The Telecoms Platform is extremely stable - which is so important for our business
  • Growing number of third-party vendors providing additional functionality
  • Ease of Use for supervisors and staff
  • Genesys Cloud App and Browser options
  • Voice Transcription included for free on the top tier licence
  • Easy to compile Dashboards
  • Workflow Management
  • Workforce Engagement
  • Training, Evaluation and Monitoring is a breeze
  • First-line support is still slow but remedies are easily obtained using the Communities and knowledgebase removing some of this frustration
  • The Ideas management could be refined and improved to be more geared towards the users priorities for the release of new features
  • Lowered the cost of our communications spend when also combined with a new line provider and servicer
  • Fewer staff complaints regarding quality of voice calls
  • Reduction in the cost of providing "Live" chat interactions
  • Adoption of AI integration will drive efficiencies for us this year
  • Predictive routing will push further efficiency reducing transfers and optimisation of average handling time
  • Workforce Engagement and Worforce management
  • Easier Compliance checks from the Voice transcription scoring and filtering optionsoptions
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.

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

The design of the environment is the core of its success as all the functionality embedded in the product makes it a breeze to use, easy to navigate and intuitive. All the rapidly expanding features and services all connected together perfectly and co-ordinated whether you are a user, supervisor, administrator or manager the platform performs exceedingly well. I find that we are able to effortlessly handle and manage our Voice, Chat, Email and SMS with very few issues and the stability of the service gives us great confidence
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.
It works for our call centre really well. The scripting is basic and easy to deploy, the flows can be produced in architect in either simple or complex routing plans and these can be used across multiple queues without the need to replicate the item. Our other colleagues who just use desk phones find the software interface easy to utilise. We added Chat Email and SMS easily and we are adding Social step by step starting with an easy Whatsapp integration and a further addition of AI (chatbots) during 2022. Blended Inbound and Outbound, Callbacks, voice transcription training and competance and workforce engagement are all here to use.

Genesys Cloud CX Feature Ratings

Agent dashboard
10
Validate callers
9
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
9
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
Not Rated
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
9
Customer interaction analytics
10

Using Genesys Cloud CX (formerly Genesys Cloud)

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 (formerly Genesys Cloud) 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 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 as an alternative 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.

Genesys Cloud CX (formerly Genesys Cloud) 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.
Change management was a small part of the implementation and was well-handled

Genesys Cloud CX (formerly Genesys Cloud) Support

ProsCons
Kept well informed
Immediate help available
Slow Resolution
Problems left unsolved
Escalation required
Support doesn't seem to care
We purchased a support package during the initial build which ran for the first 12 months, we have since contracted with a Genesys reseller to take the pain out of dealing with support as well as assisting with development of features and integrations.
Yes - It was resolved but took some time to navigate first line support

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
None
  • Activity Monitoring
  • Performance monitoring
  • voice transcription
  • some of the default reporting options