Item: Genesys Cloud CX
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

It is our main solution offering for our services. Internally we use it mainly as our communication tool and in our Lab to build better solutions for our customers.

Pros and Cons

Intuitive interface with powerful features allos easy adoption by workforce and best-of-class CC operation.
Constant updates and new feature delivery future-proofs your investment.
Backed by an industry leader. Plaform is supported by solid organization that continues to grow and has a clear vision of the future of CX.
Open APIs for development and integrations makes it a powerful platform for innovative businesses.
Elastic architecture and pricing model permits growing without adquiring licensing each time.

Licencing levels are fixed for an entire organization. It is not possible to mix and match features.
Works best with a system of record: it specializes in handling interactions so users need a CRM, ERP or ticketing system to integrate into the Contact Center operation.

Return on Investment

Genesys Cloud has been the contact center solution with the shortest implementation time we have installed.
Being a cloud solution helps us deliver several implementations with the same team by working remotely.
Pay-per-use model and has allowed our clients to avoid investing in infrastructure upfront but still benefit from best of class solutions for their complete CC operation.

Alternatives Considered

five9 virtual contact center, Twilio Flex and Zendesk Talk

Five9 doesn't have all the same functionallity, deploy flexibility or updates available in Genesys.
Twilio Flex requires too much configuration to be plug-and-play and the per-usage cost is more expensive than the local SIP trunk alternative.
Zendesk Talk doesn't have an integrated view for analytics across channels and the per-usage cost quickly becomes more expensive than being able to use a local trunk.

Support Rating

10

It was already good, but service has improved in the last months.

Key Insights

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

Other Software Used

Acumatica, Microsoft 365 (formerly Office 365), Azure DevOps (formerly VSTS), Azure App Service, Toggl

Likelihood to Recommend

Genesys Cloud is a great solution for businesses that have a contact center operation and would benefit from industry standard features coupled with high integration availability trough a web API. Being a true cloud solution allows focus on use and operation and alleviates the need for systems and infrastructure support teams.
It's agile release schedule also provides value by giving users constant feature upgrades and virtually eliminates platform obsolescence.

Users and Roles

5

Support Headcount Required

5

Business Processes Supported

Support
Sales (Demos)
R&D

Innovative Uses

Automatic contact escalation logic
Sales automation self service
Remote support

Future Planned Uses

Marketing automation

Likelihood to Renew

10

Products Replaced

No

Key Differentiators

Product Features
Product Usability
Analyst Reports

Evaluation Lessons Learned

Nothing much, really.

Implementation Rating

10

If planned correctly, Genesys Cloud implementation can be very straightforward.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

No

Change Management Lessons

Change management was minimal

Implementation Issues

Preparing SIP trunk communication

Training Types Used

Online training
no training

In-Person Training

Online Training

8

It's available online and is fairly clear

Ease of Genesys Cloud CX Training

It is enough for day-to-day use, but I recommend you talk to your Genesys partner and get support from their team also.

Product Configurability

8

Most is usable with the defaults and it offers many configuration options. It's ease of use approach does limit some configuration for very specific types of operation but it covers most common use cases.

Configuration Lessons

Prepare your installation information and follow the provided checklists with your Genesys partner.

UI Customization

Yes - we have customized the interface extensively - There is extensive documentation for simple configuration and for using the API and SDKs.

Extensibility and Customization

Yes - we have added extensive custom code - There is extensive documentation for simple configuration and for using the API and SDKs.

Additional Customization Considerations

Everything is available from the same interface and the documentation is open and available. You also have access to user forums where you can get answers to questions from Genesys and other users.

Genesys Cloud CX Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Support cares about my success Quick Initial Response	Need to explain problems multiple times

Premium Support

No - We have an internal team trained to use the product.

Bug Resolution

Yes - Yes

Exceptional Examples of Genesys Cloud CX Support

We reported a damaged Edge device and got a replacement in a very short time. Didn't need to pay for any shipping.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	Requires technical support

Easy Tasks

Setting up users, extensions, routing ans routing schedules.
Starting and ending a shift
Setup custom integrations

Difficult Tasks

Configuring schedules for its WFM module

Mobile Interface Availability and Impressions

Yes - Good enough. There is a better version in development.

Usability

9

It is very easy to train users for normal operation.
IT staff in charge of configuration quickly become familiar with the web interface, specially since its clearer than other systems terminal-based or form-based setup.