Item: Genesys Cloud CX
Rating: 8
Author: Verified User

Overall Satisfaction with Genesys PureCloud

Use Cases and Deployment Scope

We use Genesys Cloud in our Contact Center Department. It helps us manage our incoming calls for literature requests. At the moment we only use this system for voice calls; not utilizing email, text, or chat features. These other features, though useful to other organizations, are already taken care of by other systems we have in place.

Pros and Cons

Pros

Excellent Report Structures
Easily manage multiple phones for users
Can monitor users efficiently

Cons

Navigating performance tabs are clunky.
Transition from Genesys Premier to PureCloud was not ideal. The transition managers were great with communication, but couldn't implement our desires well. Our biggest issue was with routing voicemails. We expressed the plan as clearly as possible, but it wasn't until 3 or 4 "re-inventions of the wheel" that we found a practical solution.
Some operators have been unable to receive calls for seemingly no reason. They will be takings calls, then, all of a sudden, they will stop receiving calls while other operators continue to receive them. No amount of logging out, then in; de-activating then re-activating accounts; removing queues/permissions then adding them back could fix the problem. Even deleting the account, then re-creating the account with the same email brought back the same issue.

Return on Investment

We transitioned to Genesys Cloud because Genesys Premier was being phased out. This was a significant cost increase from our previous set up. Premier suited us nicely. We only used voice interactions and that platform did a fine job of it. Moving to Genesys Cloud has opened a new door for many new opportunities for receiving contact from our clients. Though we haven't used chat, email or other features; we are looking into using them in the near future.

Alternatives Considered

Unfortunately, as just an assistant manager, I wasn't able to compare similar products to Genesys Cloud. I was informed that we were moving to the new system and then asked to help implement it. It would have been helpful to compare and contrast some of the competitors to Genesys Cloud.

Support Rating

Support from Genesys overall has been superb. Our transition team was helpful and hardworking (striving to meet our slightly unique requests). The developers continually bring updates to the platform that have increased the usability of it. I've appreciated nearly all of the changes they have made. Their "Release Notes" of coming updates have been especially effective.

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?

Yes

Would you buy Genesys Cloud CX again?

Yes

Other Software Used

Adobe InDesign, Adobe Connect, Microsoft 365 Business

Likelihood to Recommend

Genesys Cloud is well suited for a Contact Center. It easily handles our needs to route calls to over 20 local operators and over 100 remote operators. This system seems to be especially effective for then monitoring those operators, whether local or remote. We regularly have many calls waiting but Genesys Cloud has been efficient in handling both our high and low volume periods.

Genesys Cloud CX Feature Ratings

Comments

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Good, but you'll pay for it.