Overall, Genesys is great
Updated July 30, 2024

Overall, Genesys is great

Fernando Rivera | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud to manage our call, chat and email channels for customer support. the main advice and priority is to know how your business prioritize and identify the scope of work on the needs for your business .

Pros

  • Call recording and reporting.
  • The call flow is easy to understand and make changes.
  • One single application for phone and emails.
  • Admin access facilitates a lot of issues.
  • In-house control for any change.
  • Reporting overall.

Cons

  • The email search is lacking greatly. It's frustrating that we cannot search by keywords.
  • Sometimes agents are absent.
  • Unable to see open items.
  • Unable to log customers.
  • Simplifies things and puts it all in one platform.
  • Admin access rights improved.
  • Improved CX.
Genesys is been a great tool to get implemented on our everyday operation for customer support. now we are exploring on AI utilization on our ivr and self service options to facilitated interactions with customers and savings on staffing and contact volume.
we are exploring the options on ai to see self service, auto ivr routing and more accurate information to customer. We been seen a lot communication on AI and CX to incorporate - we are doing a lot planning to ensure we can see improvements.
Overall it has better reporting, admin access, and features all around. opportunities for self service to take advantage

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

Mindful Appy, [24]7 Journey Analytics
Good for when your main platform involves calls and emails. The email search feature could be improved.

Genesys Cloud CX Feature Ratings

9.6
Agent dashboard
9
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
9
Interactive voice response
9
REST APIs
9
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.3
Inbound call routing
8
Omnichannel inbound routing
8
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

250 - customer support
250 - call center experience and regular phone system knowlegde
  • call flow
  • email call flow
  • customer experience
  • reporting
  • call recording and evalautions
  • eMite reporting
  • Admin capabilities
  • voice recognition
  • link to SAP - ORDER MANAGEMENT SYSTEM
  • IMPROVE EMAIL SEARCH
GREAT TOOL TO USE AS MAIN PLATFORM

Evaluating Genesys Cloud CX and Competitors

Yes - cisco / Avaya
  • Product Features
  • Product Usability
  • Product Reputation
  • Analyst Reports
other teams in the org was using genesys - we were looking for a main platform to control all phone and emails
more time on planning and testing - undertand the full funtionallity more than a demo

Genesys Cloud CX Implementation

good implementation overall - I will recomend more testing
  • Implemented in-house
Yes - yes there were a lot discussion - I would like to be more breakdown to really understand each channel and requirements
Change management was a big part of the implementation and was well-handled - IT TAKES TIME TO CSRs to get use to a new platform - but after training and getting on use it is fine.
  • email handle
  • documentation

Genesys Cloud CX Training

  • Online Training
  • In-Person Training
  • No Training
prefer is more direct and get more attention from users. be more interacting between trainer and user is always more recommendable and beneficial for both sides.
still was completed and does the work. we may need to reinforce understanding and more probe is sucess.
approach is good and easy to display a good understanding and training check during the sessions

Configuring Genesys Cloud CX

it can get configure as you need
make sure you expend time on planning and testing. it is not a waste of time - ensure all the access levels are set and ready to go during your training
Yes - we have customized the interface extensively - yes very easy
Some - we have added small pieces of custom code - u need to prepare a team to make sure they get trained on how to customize
all good - standard is good

Genesys Cloud CX Support

no much experience with them - we use our internal IT as bridge -- it is been some delay on reolve some issues
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Kept well informed
Immediate help available
Support cares about my success
Problems left unsolved
Escalation required
Need to explain problems multiple times
No
it should be already incorporate to the lisences cost
Yes - yes reponse was acceptable
Genesys has a good system to provide updates when something is critical

Using Genesys Cloud CX

easy of use on call -- email handle still needs some improvement
ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Requires technical support
Lots to learn
  • call recording
  • call flow
  • amin
  • email search from interaction
  • unable to get access to open items or reassign to other agent
  • unable to log out csrs

Genesys Cloud CX Reliability

Genesys Cloud CX is designed to provide organizations with flexible and scalable software which can be deployed across multiple departments and sites as needed. Great approach
Genesys Cloud CX available as the moment that is need it. great service and support over the entire process.

Integrating Genesys Cloud CX

  • salesforce
  • ivr changes
  • reporting
  • API (e.g. SOAP or REST)
understanding of your business.

Relationship with Genesys

transition was easy by the vendor to work with during the sales process
vendor has multiple checks that facilitate the implementation and expectation to get a good results
professional services for Genesys Cloud CX was great and improve our customer experience and agent routine taks
communication and review agreements
contract terms and pricing structure for Genesys Cloud CX were acceptable and expected
understand the benefits and how can be implemented

Upgrading Genesys Cloud CX

Yes - we continue to focus on learning and improvement - we want to ensure is not impact on our customer we expended a lot time on training and testing to ensure we have the most value and increase on efficiency and improver overall customer experience and our increase productivity on our agents around the country.
  • efficiency
  • simplify
  • customer experience
  • time on IVR
  • PRODUCTIVITY
  • Resources
  • efficiency on our self service
  • improve customer experience
  • resources savings
  • better structure
Yes - it is a lot benefits to move to another platform to increase self service on our ivr, simplify access to our order management and utilize our resources on a better manner to focus more on strategic customer focus and escalation to improve our overall customer experience and voice of our customer results for our main product line around the country.
Yes - we tried to expend a lot time on planning and documentation of the process that we need improvement, analyzing pain point and review interactions record from our customers and be more proactive on our results that we want to focus for our new implementation on our IVR and self service that we can add.

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