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New to Genesys, but liking it
Updated June 20, 2022

New to Genesys, but liking it

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Multicloud CX

We are nearing the end of a project to integrate the ACD with our CRM and deploy it to agents at three call centers.
  • Stability - as long as we have the hardware to run it.
  • I like the chat bot and voice bot functionality that I was able to configure rather easily.
  • I have heard from some of our developers that data integration is difficult. We have spent a lot of time developing services for that data transfer.
Genesys does a lot more.
  • Genesys Engage would do well as we integrate our division. I can see our whole organization using it.
  • Voice bots or Chat bots that transfer to a live agent when the questions are off the script.
  • I like the call back feature that hold my place in line.

Do you think Genesys Multicloud CX (discontinued) delivers good value for the price?

No

Are you happy with Genesys Multicloud CX (discontinued)'s feature set?

Yes

Did Genesys Multicloud CX (discontinued) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Multicloud CX (discontinued) go as expected?

No

Would you buy Genesys Multicloud CX (discontinued) again?

No

It is a large, enterprise-grade phone system. Customization of client experiences is a strength of the IVR. Prior to our IVR implementation, we had to do custom code for each client.

Genesys Multicloud CX (discontinued) Feature Ratings

3.5
Agent dashboard
Not Rated
Validate callers
3
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
3
Predictive dialing
Not Rated
Interactive voice response
6
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
2
2.8
Inbound call routing
6
Omnichannel inbound routing
Not Rated
Recording
2
Quality management
1
Call analytics
Not Rated
Historical reporting
3
Live reporting
2
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Multicloud CX

2 - Only a few since we are investigating it as we plan to migrate from an on-premises system.
  • Customer Service
  • Inbound Sales
  • Outbound Sales
  • Complex call routing based on client, agent skills, customer type, geography
We have Genesys experience and do not plan to learn another systemm

Evaluating Genesys Multicloud CX and Competitors

Yes - We replaced an in-house, custom phone system. We replaced it because we are not in the business of developing phone systems and wanted to use those development resources on other software that aligned with our business purpose and needs.
  • Product Features
  • Product Reputation
I would have had our IT department evaluate the system as a test. I would have hired a voice engineer rather than outsourcing the position. I would have chosen a different vendor, one who knew something about Genesys.

Genesys Multicloud CX Implementation

It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier.
  • Implemented in-house
  • Third-party professional services
Eventus
Yes - IVR then Integration into our CRM
Change management was a major issue with the implementation
  • Lack of the ability to evaluate the system prior to implementation
  • Vendor was not knowlegeable - We hired our own people
  • We did not know what we did not know

Genesys Multicloud CX Support

ProsCons
Quick Resolution
Knowledgeable team
Problems get solved
Support understands my problem
Support cares about my success
Escalation required
Difficult to get immediate help
Our purchase came with some premium support hours, we made good use of those.
We are still evaluating the product, so I cannot give a thorough review of the support.
We are still evaluating the product, so I cannot give a thorough review of the support.

Using Genesys Multicloud CX

ProsCons
Like to use
Well integrated
Consistent
Convenient
Requires technical support
Lots to learn
  • Configuration of call routes based on complex business rules
  • The call me back feature
  • getting call data that we can import into another system
We are moving from an in-house developed system. While there are simpler phone systems, this one met the needs for which we initially developed our system.
Yes, but I don't use it