Item: Genesys Cloud CX
Rating: 8
Author: James Riley

Use Cases and Deployment Scope

We have a Genesys Cloud lab deployed for POC, testing client configurations, and learning opportunities for our staff. Our clients use it as a full replacement for the disparate premise-based contact center solutions previously being used. The solution is a single pane of glass for full omnichannel (Voice, email, chat, social, SMS, video, etc.) as well as incorporating standard Call Center needs such as Reporting Analytics, WFM, and Quality Evaluation.

Pros and Cons

Extremely easy to deploy and requires 1 tenth of the time compared to other offerings in the industry.
The platform starts with the API development, and then they build the product around the API. GENIUS!!!
The Training, Resource Center, Developer, and Community boards are top-notch!
New features are introduced weekly based on the Ideas Lab and user community voting drives the priority.

Feature capabilities are sometimes limited in scope, yet sales just has the capability listed (misleading).
Support is slow to respond, uses a generic template response that implies they didn't even read what was put in the ticket.
The Professional Services organization has very limited resources that understand or can aid in complex call flow Architect design and deployment.
Mature the NLM and speech capabilities of the IVR without needing to integrate with Google DialogFlow or AWS.
Basic collection of Account Numbers alpha-numeric mix, Date Of Birth or Date of Service is limited to DTMF, without aid of 3rd party add-ons.

Return on Investment

We purchased lab and training time for engineers. ROI TBD as we have only signed and deployed to two new labels.

Alternatives Considered

Cisco Unified Contact Center

Ease of deployment and the time for the users to adjust and become self-sufficient is dramatically in favor of Genesys Cloud. Training and online self-help resources are well thought-out and developed for getting a new user familiar with the product, but old or irrelevant data is still visible and adds frustration when trying to find a solution.

The function help in Architect needs to be revamped to provide better examples in the syntax in lieu of constantly reverting to specific function use with "NOT_SET". Providing syntax examples a user can follow would be more beneficial.

Cisco Documentation, wikis and community boards are routinely scrubbed for older no longer relevant details.

Support Rating

So far, support is not even close to where they need to be!!! The cases I have opened are not following the guidelines for SLA's as published by Genesys and visibility to "Global Issues" is not publicly available.

Community boards were being lit up with everyone complaining of similar issues, however, Genesys swept it under the rug under the premise of Maintenance in the November 2019.

I DO NOT look forward to opening cases with Genesys Support as it appears their main interest is in blaming the customer's network, or are eager to shift the case over to Professional Services as an Opportunity.

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?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

Would you buy Genesys Cloud CX again?

Yes

Other Software Used

Cisco Unified Contact Center

Likelihood to Recommend

Well suited for clients with basic IVR needs, strong desire to enable the business to manage the call center, and ease of use. Also great for the smaller contact centers with less than 4K seats. Allows a contact center manager to pay one invoice for all their Contact Center Technology needs in lieu of disparate vendors for the PBX, QA, WFM, DataCenter, Telco, etc.

Genesys PureCloud will be a Magic Quadrant leader for years to come

Overall Satisfaction with Genesys PureCloud