Genesys PureCloud is the clear front-runner in the CX space
July 24, 2019

Genesys PureCloud is the clear front-runner in the CX space

James Riley | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Overall Satisfaction with Genesys PureCloud

Dimension Data is a reseller partner. We offer Genesys Cloud as one of the technologies that we deploy and support for small to medium-size customers. Genesys Cloud is kicking Cisco's teeth in when it comes to product comparison for Cloud-Based clientele. The ease of use and capabilities are far beyond the standard Cisco use-case, and attractive on price as well.

Pros

  • Genesys takes an API first approach and then builds the UI around the APIs. This makes the product easier to use and integrate over Cisco platforms.
  • Single pane of glass and a single support organization for all the product sets that are typically multi-vendor to achieve a comparable product offering.
  • Resource Center, Community boards, Training, and the Developer platforms are easy to use and allows the engineer to be mostly self-sufficient if the engineer is willing to put in the time to research their issues.
  • Integrations with other products are easy to configure and implement.
  • Import and export features are top notch!!! No other platforms on the market come close in comparison.

Cons

  • Collect digits should really be enabled for speech data collection. Basic call center IVR functionality should be able to accept a string of numbers, alphanumeric entries, and dates natively without needing to go to Amazon LexBot or Google.
  • Velocity macros should be enabled in the input parameters to allow for use of basic JSONPath statements. For instance the following will work $.claims.claim[?(@.copay=="15")].dateOfService, status, allowed amount, however, the "15" should be a parameter that can be passed in via Input parameter. It would be nice to pass the following as an example into the TranslationMap and have it return records based on a specific date of service that is passed in via the InputParameters.
  • "_claimNumber": "$.claims.claim[?(@.dateOfService=='${input.DOS}')].claimNumber"
  • I have been told that this is not possible today.
  • I am not on the financial side of the decisions, however loading the box with features and going with the highest tiered agent and still being under the $200 per agent threshold is still better than the competitors in the industry.
I am a 25+ year veteran of deploying and supporting the Cisco UCCE product set. The level of ease in deploying Genesys Cloud versus all the UCCE software plus the third party product sets or add-ons to have a comparable offering is unmatched. With less than a year experience on Genesys Cloud, I can deploy the entire contact center platform and all the integrations in 1/20th of the amount of time it would take me to stand-up and fully integrate a UCCE environment with ASR/TTS, web services enabled IVR, AQM, WFM, and agent CRM integration, WebChat, SMS, eMail, and agent-based chat.
Well suited for rapid deployments and a short learning curve for the end-users. Not suited for heavy IVR users where a fully speech-enabled IVR is needed.

Genesys Cloud CX Feature Ratings

8.8
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
9
Interactive voice response
7
REST APIs
10
Call scripts
9
Call tracking
5
Multichannel integration
10
CRM software integration
10
8.6
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
5
Historical reporting
9
Live reporting
9
Customer surveys
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Genesys PureCloud Training

  • Online training
  • Self-taught
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
The tools are very intuitive and with the online resources walking you through most of the items necessary to stand-up the instance, I only struggled to learn JSON and the harder tasks such as Architect, Salesforce Integration, and the Data Actions (Velocity Macros, and JSON formatting requirements).

Genesys PureCloud Support

Self-Help is incredible, updated and consistently relevant.
ProsCons
Quick Initial Response
Poor followup
Less knowledgeable
Escalation required
Difficult to get immediate help
Genesys has provided an exceptional environment for self help. Training.MyPureCloud, Resource Center, Developer community, and the Genesys Community are far superior to other vendors. I find the vast majority of PS resources and/or technical resources are not as versed as I need them to be on the harder topics that are not covered by the self-help environment.

Integrating Genesys PureCloud

It is fairly easy for someone who is new to the product to ramp up. Architect seems very daunting early on, especially in scenarios where a client has a very complicated speech and WSDL enabled requirements.
  • Salesforce for PureCloud
  • WebServices Data Actions
  • eMite
  • AWS LexBots
  • Skype for Business
  • Cisco CUBE SBC
Learning JSON was the biggest struggle up-front. Salesforce for PureCloud configuration in lightning should be better documented in the Resource Center. Data Actions using Velocity Macros had a steep learning curve for me.
  • Google AI... Can't wait for it to General Release!
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
  • ETL tools
  • AppExchange or similar marketplace
Skype for Business, Edge via SBC (Cisco CUBE)

Learn JSON... Use the JSONPath.com!!!!

Don't be afraid to fail!

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