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Pure Insight. Limited Hindsight. Promising Foresight.
Updated March 03, 2023

Pure Insight. Limited Hindsight. Promising Foresight.

Harley Breth | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud CX for our inbound contact center—our incoming interactions with customers.
  • Genesys Cloud is flexible enough to manage from a single web browser for a mid-sized organization!
  • Robust in real-time visibility of all agents. Part of this equation is that internal communications are elevated (video chat available, group chats, even fax) within the Org.
  • We've found our average speed of answer significantly improved with Genesys Cloud.
  • Agents appreciate the Profile; having an identity within the Org, rather than simply an operator.
  • Built-in Reporting does not cater to a call-centric view of the data. It's Queue-centric, or Agent-priority stats at the moment, although I'm sure with all the reports of this across various review sites, it will be improved soon.
  • At this point, unable to log an agent out if he/she accidentally remained signed-in; also unable to change his/her status if a mistake was made.
  • Live queue activity and interactions seem to need to be refreshed often to remain current—always behind a bit.
  • I think this solution and the pricing structure is actually a little more than we may need now, but as we grow into it, I could see the great advantage of sticking with it. With a little foresight, I think we can make the most of this investment.
We are not currently using automation.
Genesys enabled us to facilitate the operation of our ~150-strong remote operator group with no issues. We are able to scale up or down in a limitless way, day after day. Our operators vary a lot from week to week, and the time of week we have the most incoming interactions is during the weekend, but with Genesys, whether it's busy or slower, we're in total command of our operations with no limits on scalability. This enables instant usage for any and every operator who is available to work. In addition, we find the ease of use quite high for a program of this quality and innovation.
Used ContactOnDemand, Angel.com, Genesys Premier, and several other ACD systems. Genesys Cloud empowers each individual agent a great deal, provides robust features for internal communication, efficient-processing of incoming interactions from every channel for team leads, has a comprehensive Resource Center, community and help forums for agents and even admins. We selected Genesys Cloud because it's the future of Genesys, along with the other "Pure" systems—and we have positive experience with the company that indicates it will deliver on continual improvement, advancement, and even greatness.

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

Genesys Cloud works well for our organization overall. Although the hindsight of customized reporting is not there just yet, we know that the main priority and importance is what's happening currently: the insight into the current calls happening now. Genesys Cloud provides a rich lens into what's happening now across all our posts and work-spaces. A team lead or manager can zoom out, and also drill-down in the queue activity views, performance views, etc., to find out what's happening on all phone calls in great detail. High-level flexibility is provided to the admin as well, with the functionality of the architect for creating call flows. Nearly everything you imagine happening on your phone calls can happen.

Genesys Cloud CX Feature Ratings

9.0
Agent dashboard
8
Validate callers
10
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
9
CRM software integration
Not Rated
9.2
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
Not Rated
Call analytics
10
Historical reporting
6
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

150 - Interaction routing and management; analytics and reporting; real-time monitoring; quality assurance, etc. We rely on Genesys to handle the majority of incoming interactions to our Org. Certainly, Genesys Cloud is capable of handling as much as we can throw at it. It's adaptive, enabling, and can devise almost anything you can think of in terms of architecture, routing, even utilizing it for an Omni-channel model.
5 - Supporting and maintaining your infrastructure on Genesys Cloud can be possible with just a few/several people if you have a small Organization. If very small, it would even be possible with just 1-2 people, if you are familiar enough. My recommendation is to get with a Genesys team from the beginning; get some training in their Beyond knowledgebase and then go with their guidance throughout.
  • Incoming interactions
  • Collaboration between agents
  • Dynamic routing of interactions
  • Reporting and analytics

Genesys Cloud CX Training

  • Online Training
Online training through the Beyond program is succinct, precise, and worthwhile. However, one can train apart from the Beyond program by simply making use of the Genesys Resource Center, Genesys Knowledge Network and other free resources. There are plenty of ways to garner the information you need immediately, ask questions through the community, or just take a deep dive with a bit of "self-training" on the tier you're using. It's a great setup!

Using Genesys Cloud CX

Usability I see as how readily one can become adept at using a platform. For me, Genesys Cloud CX is as good as it gets. For one, the resource center, knowledge network, community, discussion board, and even the Genesys Customer Advocacy Program are top-notch reservoirs of know-how for this product, and really every product that Genesys puts out. You can find what you need on those pages with a simple search; it's well documented, easily-located, with step by step instructions usually. For those who are not especially tech-savvy, I could see why they would give a lower score, but if so, this is for you.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Live monitoring is fluid and enables a supervisor, or equivalent, to drill-down easily into each incoming queue
  • The interface is designed in a manner I find intuitive to use; it's as close to "seamless" as you can get, I feel.
Yes, but I don't use it

Upgrading Genesys Cloud CX

Yes - Upgrades for Genesys Cloud CX are automatic. You essentially just see the upgrades the next time you login, but are notified of any changes (large or small) via "release notes" in advance, and again at the time of the release. I like this feature, as I generally agree with the releases and find this method to work well for us.
Yes - We changed from the Premier edition of Genesys (much reduced, earlier version) to Genesys Cloud CX in late 2018. We chose to change as they were phasing out the Premier edition and Genesys had really been a wonderful company, constantly growing and updating, modernizing. We decided to remain with Genesys, as they've more than provided for our needs.