Item: Genesys Cloud CX
Rating: 10
Author: Ronnie Knight

Use Cases and Deployment Scope

We are using the Genesys Cloud as our phone application. It's being used by the entire organization. It's our communication application. Both for internal and external customers. We went live the application at the end of July. As with any new application we had some 'bumps in the road' but over all the installation went well.

Pros and Cons

The directory lookup
The chat room feature
Ability to select different type of phone devices (headset - deskphone - laptop - etc.)
Call forwarding

Faxing - we were sold that all of our faxing need would be met that was not the case
Mobile App needs a lot more work
Need work with Jabra headsets - we are having trouble with the buttons and the ringing through the headset
Desktop version needs additional work

Return on Investment

We are just starting our journey with Genesys Cloud but I can tell it is an product that we can build on and go forward with
We just need to fix some of the issues that we are having (headsets - fax - etc.)
I would like to see Genesys work on improving the mobile app

Usability

As I have been saying Genesys Cloud is a great / powerful tool. I have some users that just took off with the application and are off and running. Unfortunately I had some other users struggling with the application but this was just a learning curve and each day the users are getting more comfortable using the application and this would have been true with any phone solution that we installed.

Support Rating

We actually use an third party vendor to submit our Help Desk Tickets and so far the response has not been great. We could also use more admin training to assist us. We have been struggling using headsets that were recommended by both Genesys and our third party vendor and it has been a nightmare using these headsets.

Alternatives Considered

MiCloud Connect (formerly ShoreTel)

At the time ShoreTel did not have an cloud base application that we liked. Genesys Cloud was by far a better product. However ShoreTel client application might have been better than Genesys Cloud (time will tell).

Other Software Used

IBM Analytics Engine, Dell EMC SC Series (Compellent), BitLocker Drive Encryption

Likelihood to Recommend

As I said for the most part Genesys Cloud is a fabulous application. We just have issues we need to work through. Faxes we were told that our users would get notification of a received a fax through Genesys Cloud (which they do through Genesys Cloud) but we were also told that an actual e-mail would be sent to the user as well (should work like an voice mail notification) that's mot the case. The mobile app is working but not as smooth as we would hoped. Our user would like to have the phone call mask their cell phone number (we found a way to make it work but it's not a smooth as we would like).

Genesys PureCloud is the way to go - by far

Overall Satisfaction with Genesys PureCloud