Genesys Cloud CX Reviews

I am a business analyst, so I tend to be implementing Genesys in various businesses.

Genesys offers many improvements across the piece. Generally, all of them improve somehow, especially if you move from legacy solutions. The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys. 

Additionally, the integration capabilities are very good because it is API-based and offers prebuilt integrations. The speech analytics and customer sentiment analysis are ongoing projects.

We provide solutions to customers in industries such as healthcare, banking, consumer electronics, retail, and even telecom. Initially, we provided on-premises Genesys Engage solutions. 

However, three years ago, we switched to Genesys Cloud CX. Since Engage is approaching its end of life, we are no longer proposing on-premises solutions.

Our customers use it for interactive voice response, calls, chat, SMS, and email. These are the channels where we are providing solutions. Our customers use it for support, sales, and similar purposes.

AI functionality within Genesys Cloud CX actually enhances customer service.

AI functionality is built-in. They have intent-based and knowledge-based AI. That actually satisfies almost 90% of the needs of the customer. But if the clients/user want more, kind of generative AI, things like that, then there are a couple of other third-party systems like Kore.ai or Lex. We can integrate Genesys Cloud CX easily.

Genesys Cloud CX has extensive reporting. The workstays are good, but there are a lot of out-of-the-box reports. I have never seen any extra requests for customization on the reports. Some customers ask for a little bit extra, but mostly reporting requirements are covered within the out-of-the-box reports provided by Genesys.

So, the analytics and the reporting tools in Genesys Cloud CX have impacted the decision-making.

Moreover, it is easy for a beginner to learn to use Genesys Cloud CX.

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful. 

The learning curve for any beginner should not exceed four to eight weeks max. Then, he would be able to start working with Genesys Cloud CX. The same goes with Amazon Connect. They also have very good training material, which is very self-explanatory. So if I compare the training, learning parts, and ease of use, Genesys Cloud CX is good.  

We primarily use Genesys Cloud CX for handling customer service operations, where agents receive calls directly through the platform, manage cases, and ensure consistent communication with customers.

It has improved customer interaction by integrating CTI directly into our IT systems.

We are using Genesys Cloud CX for the daily operation of the contact center to manage the incoming calls and transactions in the contact center.

Genesys Cloud CX impacts decision-making by providing a real-time view of operations and enabling more accurate predictions of call volumes.

My primary use case for this solution is creating a platform to move from an old AVIA platform onto the new Genesys platform and transfer all the agents, strategies, reports, and everything else involved. The platform itself was built by Genesys Professional Services, but we are configuring the platform in its entirety to do what we needed it to do.

The feature I found most interesting was routing. We use the routing feature based on the composer application, which was the top-level Genesys routing component in the on-premises solution. I believe in the cloud they now have a new solution called Designer and in the next few months, I will be looking at migrating some of these composer strategies across to Designer and will find out how easy or difficult that is.

The primary use case of this solution is for integration with Zendesk, SalesForce, and some CRMs that our clients require in their companies. We also implement some admin campaigns and IBR flow for some contact centers our clients have. We integrate a specific development or personalize the development that the client needs to integrate, the applications or services that they need to improve their attention with the different clients.

I believe that the Outbound Campaign is the most important because the different clients we manage, require it. Right now, we implement some bots in WhatsApp and different social networks which is a benefit for our clients.

One of the use cases for Genesys Cloud is building and deploying IVR systems.

Genesys Cloud benefits my company because it saves time and is much easier to learn. When I was new to the on-premise solution, Genesys Engage, I found it more complex, even compared to Cisco, and the environment had more components you need to understand. You need to understand the entire architecture and call flow. You need to understand the start of the call, what happens during the call, and map the call to troubleshoot promptly. On the other hand, the call flow on Genesys Cloud isn't as complex compared to the flow on Genesys Engage.

There may be some extra processes happening in the background on Genesys Cloud, but you won't be aware, and you'll know that a specific call goes to a member, then it's routed to the agent. The call flow outline is simple on Genesys Cloud, so the solution is easier to learn.

When troubleshooting on Genesys Cloud, you don't need to worry about logs versus Genesys Engage, which requires extracting logs from each application and reading the logs, which is a frustrating task. It isn't easy for administrators of Genesys Engage. Genesys Cloud has logs, but you don't need to even look at the logs. Genesys Cloud solves the issue without you even needing to report it, but if you notice a problem, you can report it or open a ticket with Genesys support, and support will solve it.

We use Genesys Cloud CX to facilitate customer interactions and gather feedback. Agents request feedback from customers through evaluation forms, which include ratings and comments on the interaction. Supervisors monitor conversations and provide coaching based on the feedback received. This helps improve agent performance and overall customer satisfaction.

The main benefits of Genesys Cloud for our company are its advanced features, ease of use, and comprehensive functionality. It simplifies customer engagement compared to on-premise solutions, offering everything in a single application. Integration is straightforward, covering various channels like chat, SMS, and email, along with robust routing options and extensive reporting capabilities. Additionally, features for supervisors, like gamification, enhance management capabilities.