Before adopting Genesys, consider your working model and core stack. Certain features or products might suit specific needs better. Overall, I rate Genesys a nine out of ten. I have completed over 50contact center deployments.
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.
My advice would depend on various factors/requirements: call volume, chat volume, and how big a customer support system you want to implement. Based on that, whether it's a small, medium, or large size, Genesys Cloud CX supports everything. But we have to check the ROI part as well. If you're just implementing it for five agents and are spending a huge amount on Genesys Cloud CX, it might not be beneficial. If you have very simple requirements for call routing and basic reporting, then I would suggest going for cheaper solutions, like Amazon Connect or Five9. But if you want a very contact center-centric solution where you have a medium to large contact center, with complex routing, heavy reporting, and workforce management – a lot of factors come into the consolidation – then Genesys Cloud CX would be the preferred solution where you will get the ROI on the solution. Based on the level of flexibility, overall features, and functionalities, I would rate Genesys Cloud CX somewhere around nine out of ten, with ten being the best.
The benefits of Genesys Cloud became evident right after we started using it, especially with its flexible licensing options tailored to our needs. For instance, with options like CX One, CX Two, and CX Three licenses, we can scale features based on our agent capacity and contact center requirements. This flexibility ensures we only pay for what we need, whether it is basic inbound capabilities or advanced features like quality management and workforce management. My advice for new users of Genesys is to familiarize themselves with the basic tasks and troubleshooting procedures. Sharing documentation and providing training can help them get up to speed quickly. As for recommending Genesys to others, absolutely—I believe it is one of the fastest-growing technologies globally. Overall, I would rate Genesys Cloud CX as a ten out of ten.
The biggest benefit that I give to the Genesys solution is the fact that you can make it do absolutely anything you want. In my experience, there is no restriction on what you can do. For example, you can pick up a call from any kind of media and you can apply any kind of rules and can obtain information from the customer about what they want and who they want. That enables you then to deliver the call to the best possible advisor to help the customer. This solution is difficult to maintain because you have to be constantly looking at what Genesys is doing themselves. When there is a new release, you have to look at the release notes and decide whether you need that component or whether you can wait for the next one. You need a team that is effectively constantly working on maintaining the platform. One of the interesting aspects is that we are actually adopting this next phase is integrate with some other cloud features. For example, we are planning to do an integration with some Google translation services from the cloud onto the Genesys on-premises. Genesys is opening up access to other potentially non-Genesys products to be able to use them from your Genesys platform.
My company uses Genesys Engage, the on-premises solution, with two years of experience, but it is currently migrating to Genesys Cloud. My company is a Genesys partner, so whenever I have a Genesys Cloud issue or open a ticket, I open it as a partner. Genesys Cloud is deployed on Amazon or AWS Cloud, and my company has servers at the data centers, so deploying and troubleshooting server issues is my company's responsibility. If there's a server issue, figuring out the issue and troubleshooting lies with my company. I open a case with the Genesys support team for Genesys Cloud issues, and support will solve the issue. My company pays for Genesys support, so this helps save on effort because I don't have to troubleshoot and involve multiple teams. You only need one team, the development team, and for other troubleshooting steps, it's Genesys who'll cover it. One engineer can deploy Genesys Cloud. Another engineer can design the IVR system and create the agent skills and access groups, which is more complex, so it could take eight hours to complete. In reality, two engineers would be enough for Genesys Cloud deployment. Maintaining Genesys Engage requires a team of twenty or more, but maintaining Genesys Cloud only requires five people. Everyone's going cloud right now, so my company is migrating to Genesys Cloud, the same as other companies do, so usage of the solution is extensive. I advise anyone looking into implementing Genesys Cloud to start with learngenesys.com or Genesys University to get more information about the product. The documentation for Genesys Cloud is much easier to understand, and the product is explained well on the website, so it's not difficult to learn. It would be best if you started with that, then tried implementing Genesys Cloud in a lab environment before deploying it on the call center. Watch the videos and read the Genesys Cloud documentation first. My rating for Genesys Cloud is eight out of ten because there's still room for improvement, but it's usable.
Genesys Cloud Consultant / Software Engineer at Hightelecom
Real User
2022-11-18T20:26:38Z
Nov 18, 2022
I give the solution nine out of ten. Our clients have around 300 users in their contact center. We require a team of three to four people for maintenance. One person for a specific infrastructure or to deploy the infrastructure to Edge, maybe the connection with the phone company. Another person is for the specific task of setting up Genesys Cloud, QEs, flows, users, and external content. Another person may be for the integrations with tenders. We do have plans to increase the usage of the solution. We need more experience in developments on bots, and some add-ons in Genesys Cloud for the different clients. Right now, we have a specific development. Maybe if we integrate all of the development and deployment in the marketplace of Genesys Cloud, it's a good experience for all of the clients around the world. I suggest to any potential users of this solution to first know your organization's requirements and budget. It's important to have a really good mapping of what is required because there are other tools or other apps, similar to Genesys Cloud that are less expensive that may work for you. For a contact center that has a lot of experience and a lot of traffic management with different clients locally or around the world, Genesys Cloud is a really good solution.
Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.
With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.
Before adopting Genesys, consider your working model and core stack. Certain features or products might suit specific needs better. Overall, I rate Genesys a nine out of ten. I have completed over 50contact center deployments.
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.
Others should be aware of the integration, cost, and technical support aspects. I'd rate the solution seven out of ten.
My advice would depend on various factors/requirements: call volume, chat volume, and how big a customer support system you want to implement. Based on that, whether it's a small, medium, or large size, Genesys Cloud CX supports everything. But we have to check the ROI part as well. If you're just implementing it for five agents and are spending a huge amount on Genesys Cloud CX, it might not be beneficial. If you have very simple requirements for call routing and basic reporting, then I would suggest going for cheaper solutions, like Amazon Connect or Five9. But if you want a very contact center-centric solution where you have a medium to large contact center, with complex routing, heavy reporting, and workforce management – a lot of factors come into the consolidation – then Genesys Cloud CX would be the preferred solution where you will get the ROI on the solution. Based on the level of flexibility, overall features, and functionalities, I would rate Genesys Cloud CX somewhere around nine out of ten, with ten being the best.
The benefits of Genesys Cloud became evident right after we started using it, especially with its flexible licensing options tailored to our needs. For instance, with options like CX One, CX Two, and CX Three licenses, we can scale features based on our agent capacity and contact center requirements. This flexibility ensures we only pay for what we need, whether it is basic inbound capabilities or advanced features like quality management and workforce management. My advice for new users of Genesys is to familiarize themselves with the basic tasks and troubleshooting procedures. Sharing documentation and providing training can help them get up to speed quickly. As for recommending Genesys to others, absolutely—I believe it is one of the fastest-growing technologies globally. Overall, I would rate Genesys Cloud CX as a ten out of ten.
I rate the tool an eight out of ten.
The biggest benefit that I give to the Genesys solution is the fact that you can make it do absolutely anything you want. In my experience, there is no restriction on what you can do. For example, you can pick up a call from any kind of media and you can apply any kind of rules and can obtain information from the customer about what they want and who they want. That enables you then to deliver the call to the best possible advisor to help the customer. This solution is difficult to maintain because you have to be constantly looking at what Genesys is doing themselves. When there is a new release, you have to look at the release notes and decide whether you need that component or whether you can wait for the next one. You need a team that is effectively constantly working on maintaining the platform. One of the interesting aspects is that we are actually adopting this next phase is integrate with some other cloud features. For example, we are planning to do an integration with some Google translation services from the cloud onto the Genesys on-premises. Genesys is opening up access to other potentially non-Genesys products to be able to use them from your Genesys platform.
My company uses Genesys Engage, the on-premises solution, with two years of experience, but it is currently migrating to Genesys Cloud. My company is a Genesys partner, so whenever I have a Genesys Cloud issue or open a ticket, I open it as a partner. Genesys Cloud is deployed on Amazon or AWS Cloud, and my company has servers at the data centers, so deploying and troubleshooting server issues is my company's responsibility. If there's a server issue, figuring out the issue and troubleshooting lies with my company. I open a case with the Genesys support team for Genesys Cloud issues, and support will solve the issue. My company pays for Genesys support, so this helps save on effort because I don't have to troubleshoot and involve multiple teams. You only need one team, the development team, and for other troubleshooting steps, it's Genesys who'll cover it. One engineer can deploy Genesys Cloud. Another engineer can design the IVR system and create the agent skills and access groups, which is more complex, so it could take eight hours to complete. In reality, two engineers would be enough for Genesys Cloud deployment. Maintaining Genesys Engage requires a team of twenty or more, but maintaining Genesys Cloud only requires five people. Everyone's going cloud right now, so my company is migrating to Genesys Cloud, the same as other companies do, so usage of the solution is extensive. I advise anyone looking into implementing Genesys Cloud to start with learngenesys.com or Genesys University to get more information about the product. The documentation for Genesys Cloud is much easier to understand, and the product is explained well on the website, so it's not difficult to learn. It would be best if you started with that, then tried implementing Genesys Cloud in a lab environment before deploying it on the call center. Watch the videos and read the Genesys Cloud documentation first. My rating for Genesys Cloud is eight out of ten because there's still room for improvement, but it's usable.
I rate this solution eight out of 10.
I give the solution nine out of ten. Our clients have around 300 users in their contact center. We require a team of three to four people for maintenance. One person for a specific infrastructure or to deploy the infrastructure to Edge, maybe the connection with the phone company. Another person is for the specific task of setting up Genesys Cloud, QEs, flows, users, and external content. Another person may be for the integrations with tenders. We do have plans to increase the usage of the solution. We need more experience in developments on bots, and some add-ons in Genesys Cloud for the different clients. Right now, we have a specific development. Maybe if we integrate all of the development and deployment in the marketplace of Genesys Cloud, it's a good experience for all of the clients around the world. I suggest to any potential users of this solution to first know your organization's requirements and budget. It's important to have a really good mapping of what is required because there are other tools or other apps, similar to Genesys Cloud that are less expensive that may work for you. For a contact center that has a lot of experience and a lot of traffic management with different clients locally or around the world, Genesys Cloud is a really good solution.