Genesys Cloud CX Reviews

We are a VRS service partner of Genesys and we implement the solution for our clients. We are partners and integrators of Genesys and I'm a global lead CTI engineer. 

The solution has many good features and a great user interface with lots of options. I think Genesys is number one in CCaaS when compared to NICE inContact and Amazon Connect, which are in the same market. There are great features for developers and for contact center managers. The predictive engagement and gamification are valuable features with good inbound functionality.

I think they're doing well with AI but it still needs improvement when it comes to predictive engagement and there could be some additional capabilities. I'd like to see more features for the outbound functionality.

I've been using this solution for over two years. 

The solution is stable. It has AWS backing which takes care of the cloud infra and we rely on AWS and the backend cloud for stability. Previously, contact center agents used to take calls from offices but these days the calls are also from home. There are always pros and cons, but the solution is quite stable and I think it's really good.

With the solution in the cloud, scalability is not an issue. Our team comprises five people who are a mix of developers, support specialists, and implementers for our clients. We've deployed over 1,500 licenses in the cloud. If maintenance is required, the customer is not impacted and doesn't suffer any downtime. 

Whenever there's an SLA, Genesys responds as per the SLA and the priority of the issue. But sometimes there are challenging delays. We expect the best service and are sometimes disappointed. They could increase their technical support team size, and provide quick resolutions.

As compared to on-premises deployment, a cloud implementation is less difficult. It also depends on the level of complexity and the features the customer wants. Sometimes there are specific requirements. Deployment is not super easy but it's not too difficult either. 

With the features they're providing, the cost is quite reasonable. You get multiple features and a lot of options so you're getting value for money. The price is negotiable and depends on how much business you have with the company. 

Some other solutions in this area are NICE inContact, Amazon Connect, TTECH, and Humanivai. Compared to all of these, Genesys is a leader. With NICE inContact, the scripting is quite complex compared to the Genesys Cloud architecture. The Genesys user interface is user-friendly whereas the NICE UI requires some training and you must be implementation certified before moving to a project in NICE. Amazon Connect is still releasing most of its features. Their solution is user as a service only so there are no licensing costs so Genesys Cloud is costly relative to that. Amazon Connect is the cheapest, but Genesys Cloud has an edge in AI and other features.

I rate this solution eight out of 10. 

One of the use cases for Genesys Cloud is call deflection, where when a customer contacts the Contact Center by one channel, he'll be deflected to a different channel. It could initially be a call, then deflected to a digital channel, such as WhatsApp.

Another use case for Genesys Cloud is integration with Salesforce.

What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic.

Another helpful feature of Genesys Cloud is WhatsApp implementation.

Genesys Cloud also has chatbots, which I find valuable.

Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement.

I'd like to see better integration in the next version of Genesys Cloud because,  right now, my company needs to make specific encryptions for integrations. You can't do that from Genesys Cloud directly. You'll need to integrate with a third party or middleware, and then you gather the encryption from that service, which is an external service.

I've been working with Genesys Cloud for around three or four years.

Genesys Cloud is a stable solution.

Genesys Cloud has good scalability.

Genesys Cloud technical support is a four out of five for me. Most of the time, it's helpful. There have only been a few times when support could have been more helpful.

Compared to its competitors, one of the main pros of Genesys Cloud is that it's all integrated into one interface. You have telephony, IVR, workforce, quality, and recording in one user interface. However, a con of Genesys Cloud is that it isn't as developed as on-premises solutions because it's quite a new product. It's been in the market for about ten years, yet it still doesn't have the same level of development as on-premises solutions. It still needs improvement in that aspect, but it's going down that path.

Implementing or deploying Genesys Cloud is easy. The number of people required for the process depends on how large the implementation is. For example, sometimes, the implementation is for ten, twenty, or fifty agents. Sometimes, you have to implement Genesys Cloud for six hundred agents. Sometimes, it's for two thousand, five thousand, or ten thousand agents.

Most of the time, you need one or two people for a regular or standard implementation. You might need one or two more resources if you need more development or an IVR or chatbot.

Within Genesys, you call these resources "professional services consultants," but outside of Genesys, from a partner point of view, a certified engineer is required for Genesys Cloud implementation.

ROI is vital, though I don't know much about the ROI numbers for Genesys Cloud because I'm technical. I don't belong to the commercial side, which focuses on the ROI.

I'm a partner of Genesys Cloud, a professional services partner.

Genesys Cloud doesn't require maintenance because the infrastructure has changed significantly compared to on-premises systems. Deep maintenance isn't needed for Genesys Cloud. Sometimes, you'll need support, but standard support, particularly level one or level two, helps you handle common issues. The solution doesn't require daily, weekly, or monthly maintenance because Genesys engineers take care of that. It could be a different concept, but Genesys Cloud doesn't need maintenance right now.

My advice to anyone who wants to implement Genesys Cloud is that it's reliable and scalable. It has a robust infrastructure that frees the customer from hardware. Genesys Cloud is also a complete omnichannel solution that allows you to give attention to your customers. You can have blended agents through Genesys Cloud, who can receive inbound calls and other forms of communication, for example, from digital channels, such as WhatsApp, web chat, web messaging, and social media networks, such as Facebook, Twitter, and Instagram. On Genesys Cloud, you also get quality management and workforce management functions that empower the platform to deliver better service to your customers while also giving better employee experience, so it's a win-win for both sides, better customer experience and employee experience.

I'd rate Genesys Cloud as nine out of ten.

We use the solution for workforce management and quality assessments for recordings. 

The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal.

The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies.

I have been using Genesys Cloud CX for twelve years.

I rate the solution's stability a ten out of ten, with a 100 percent uptime in all regions within the cloud for the last year.

The tool's scalability is phenomenal. 

In the South African region, customer service response time may be influenced by the small percentage of customers, leading to longer wait times for change requirements.

Positive

Setup is straightforward with a rapid deployment methodology, but customization can add complexity.

I rate Genesys Cloud CX's pricing a one out of ten. 

I rate the tool an eight out of ten.