Genesys Cloud CX Reviews

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. 

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.

The integration of CTI within the IT system is a particularly valuable feature.

There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions.

I have approximately two to three years of experience working with Genesys Cloud CX.

The stability of the solution is rated highly at nine out of ten, indicating that it's generally reliable.

The solution is considered scalable and receives a rating of seven on a scale of one to ten.

I don't have personal experience with contacting technical support, so I can't comment on that.

Positive

Before Genesys Cloud CX, we were involved in a migration program, and Genesys Cloud CX was the chosen solution to replace the previous system.

The initial setup was not too complex, and the deployment was effectively managed within two sprints, approximately two months.

We used a third-party implementation team to assist with deployment.

Pricing feedback suggests that it is less flexible compared to AWS. Overall it's affordable, as indicated by a pricing rating of four out of ten.

Based on my experience, I would recommend Genesys Cloud CX to others as it effectively performs its intended function.

I'd rate the solution eight out of ten.