Item: Genesys Cloud CX
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We used Genesys Cloud's platform for our outbound sales team. We also had a small inbound team use the service. Its primary usage was for its autodialing capabilities.

Pros and Cons

Great agent interface.
Great Admin interface, very intuitive.
The ability to design scripts for agents.

Random errors and outages
The inability to get emailed reports is a major flaw. You have to go in and manually download them each time. They should be something you can email.
Limited options for setting dialing attempts. Having attempts only reset daily or never is constricting.

Return on Investment

We had a 75% increase in daily contacts
Increase of over $100,000 in sales from previous quarter
Telecom rates are fair

Agent and Admin interface and usage is great. Those screens are extremely intuitive. Reporting section is terrible. Unable to export through email and very limited reporting capabilities. Major reason why we have decided to discontinue using them. We would have lots of random errors regarding bad interactions. Calls would be listed as active for three days and tracking the history of the call was difficult through the audit tool. Being unable to edit annotated tags on-call evaluation was a weird quirk that should have been easily fixable.

Support Rating

Horrible customer service experience. Tickets would often go unanswered for days or weeks at a time. You often felt like you had a better grasp of the system than the "experts" who were supposed to be helping you. Calling them during system outages was totally useless. The engineer calls we were able to use with our "tokens" were useful.

Alternatives Considered

five9 virtual contact center

For the last year our outbound sales teams used Genesys Cloud and our inbound customer service team used Five9. In the end, we decided to use Five9 due to better reporting and customer support/account management. Five9 also has more seamless integration with applications. Many call center vendors are based out of the Bay Area and spun out of Five9 originally.

Other Software Used

Five9 Virtual Contact Center, Freshdesk, Freshsales

Likelihood to Recommend

Genesys Cloud is a solid platform for an organization or team that doesn't have a deep phone administration background. The admin interface is fairly easy to figure out. The agent scripting capabilities are fantastic, lots of pre-built templates and click and drag properties that don't require a coding background. Agents enjoyed using it for the most part. Periodic outages at inopportune times can be annoying.

Excellent Agent and Admin Interface; Reporting and CS leave great deal to be desired.

Overall Satisfaction with Genesys PureCloud