Their WFM product is still pretty immature. Generally, it's good. I can't think of anything off the top of my head that needs improvement without checking further.
Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference. But if a customer is more contact-centered and wants a very niche solution for a contact center, Genesys is obviously leading here.
One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs. Currently, users are dependent on Genesys support for detailed analysis and root cause identification, which can be limiting. Allowing users more administrative access to logs and troubleshooting tools would enable them to diagnose issues independently and provide faster resolution to clients. This would enhance user experience and reduce dependency on Genesys support for every troubleshooting instance.
Genesys Cloud could improve by making the configuration quicker and easier because configuring a large environment in the solution does take a long time and that's the problem. Our migration check from AVIA across to Genesys and the related configuration took about ten months, which is a long time when you're trying to turn something live and you want it to be as quick as it can get. I believe that the configuration for the cloud platform is much quicker. Exactly how and why that's been achieved, I'm not sure yet, but I shall be looking at exactly that very soon. One of the biggest features I think that would be a great help within Genesys itself is some kind of a macro feature that allows you to configure many things at once. Frankly, if you want to create a brand new agent on the platform and configure it yourself, you have to create a login for them on a switch object, you have to create an extension for them to use on that switch object, and you have to create the softphone configuration so that they can use that extension, login, and take calls. The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful.
The reporting feature needs improvement in Genesys Cloud because compared to Genesys Engage, you can't customize reports on Genesys Cloud. Genesys Engage has more features that allow you to design new reports, such as writing your own SQL. Reporting isn't the best feature of Genesys Cloud and could be improved. Another area for improvement in Genesys Cloud is customizing applications based on customer needs. You can do this on Genesys Engage, but application customization isn't possible on Genesys Cloud. A cloud solution is similar to a black box with a limitation to customizing or changing applications. Not every customer has the same needs, though, so this limitation needs improvement in Genesys Cloud. For example, a customer could need more complex scheduling or workforce management. Some customers may need more reports. Some could require a callback feature. Being able to customize according to needs hasn't been fully introduced into Genesys Cloud yet, though the solution is improving daily. At some point, Genesys Cloud will become even better than the on-premise solution, but it would need time to reach that point.
Global Lead CTI Engineer at a tech services company with 11-50 employees
Real User
2022-11-21T13:35:20Z
Nov 21, 2022
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.
Genesys Cloud Consultant / Software Engineer at Hightelecom
Real User
2022-11-18T20:26:38Z
Nov 18, 2022
I believe the implementation needs improvement, the implementation of integration. If you compare Genesys Engage with Genesys Cloud, it's really two different worlds. In Genesys Engage, you have some functionalities that Genesys Cloud doesn't have. I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud.
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.
Their WFM product is still pretty immature. Generally, it's good. I can't think of anything off the top of my head that needs improvement without checking further.
There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions.
The cost needs to be improved, and it should be easier to integrate. Also, the technical support provided through third parties needs improvement.
Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference. But if a customer is more contact-centered and wants a very niche solution for a contact center, Genesys is obviously leading here.
One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs. Currently, users are dependent on Genesys support for detailed analysis and root cause identification, which can be limiting. Allowing users more administrative access to logs and troubleshooting tools would enable them to diagnose issues independently and provide faster resolution to clients. This would enhance user experience and reduce dependency on Genesys support for every troubleshooting instance.
The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies.
Genesys Cloud could improve by making the configuration quicker and easier because configuring a large environment in the solution does take a long time and that's the problem. Our migration check from AVIA across to Genesys and the related configuration took about ten months, which is a long time when you're trying to turn something live and you want it to be as quick as it can get. I believe that the configuration for the cloud platform is much quicker. Exactly how and why that's been achieved, I'm not sure yet, but I shall be looking at exactly that very soon. One of the biggest features I think that would be a great help within Genesys itself is some kind of a macro feature that allows you to configure many things at once. Frankly, if you want to create a brand new agent on the platform and configure it yourself, you have to create a login for them on a switch object, you have to create an extension for them to use on that switch object, and you have to create the softphone configuration so that they can use that extension, login, and take calls. The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful.
The reporting feature needs improvement in Genesys Cloud because compared to Genesys Engage, you can't customize reports on Genesys Cloud. Genesys Engage has more features that allow you to design new reports, such as writing your own SQL. Reporting isn't the best feature of Genesys Cloud and could be improved. Another area for improvement in Genesys Cloud is customizing applications based on customer needs. You can do this on Genesys Engage, but application customization isn't possible on Genesys Cloud. A cloud solution is similar to a black box with a limitation to customizing or changing applications. Not every customer has the same needs, though, so this limitation needs improvement in Genesys Cloud. For example, a customer could need more complex scheduling or workforce management. Some customers may need more reports. Some could require a callback feature. Being able to customize according to needs hasn't been fully introduced into Genesys Cloud yet, though the solution is improving daily. At some point, Genesys Cloud will become even better than the on-premise solution, but it would need time to reach that point.
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 believe the implementation needs improvement, the implementation of integration. If you compare Genesys Engage with Genesys Cloud, it's really two different worlds. In Genesys Engage, you have some functionalities that Genesys Cloud doesn't have. I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud.