Genesys Cloud CX vs. Lumen Next-Gen Voice

Starting a contact center to handle large volume of customers per day - For promoting the business for outbound campaigns - With the Genesys architect you can design complex post Agent esclation flows - You can use Genesys to forward a call to any external IVR(Automation) bot - There is integration of Genesys adapter with Salesforce, in case some enterprise want to utilize the same Genesys license for Salesforce, they can do it.

Incentivized

[CenturyLink Enterprise Voice SIP is] good for environments that require tried and true SIP services, where high-quality voice is a requirement, and backed by a large, global company, with global footprint. CenturyLink voice is also well-suited to environments that want to use MPLS to interconnect their offices, as the same voice circuits can be used for data as well; however, the circuits are relatively expensive, even as far as MPLS goes, and watch out for Lumen's "fees" that often aren't included when you see their quote. Also beware if you require a rapid turn-up or have a very small or inexperienced staff, as MPLS with BGP deployments are great once they're up and running, but can be complex to design and implement.

Incentivized

• Standard omnichannel routing - multiple-media interactions are handled well.
• WFM - agent scheduled, workload balancing, forecasting, etc.
• 3rd Party Integrations - Easy integration with CRMs, DBs. ADs etc.
• We are exploring Predictive Routing & finding is useful so far.
• Reporting is also very useful & informative.

• Reliable service
• Supports wide range of key features
• They do have high levels of support where you can receive real answers

Incentivized

• Updates can come quickly and release notes can be missed
• We use a large number of queues. It's hard to keep track as reporting seems to be limited to around 500 at a time
• Dashboards aren't as adaptable as they could be

Incentivized

• Lumen-Centurylink has suffered from many noticeable outages in the last few years - this is a blow to their reputation that they still have to recover from.
• Lumen-CenturyLink does not peer well enough with OTHER carriers - they depend on their own network to give you SIP, which means less true redundancy.
• Lumen-CenturyLink needs a better customer portal/interface to handle failover, see the real-time status, etc.

Incentivized

The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed

Incentivized

Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.

Incentivized

The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.

Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.

There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.

Incentivized

SIP service support is definitely improving. A few years ago I would have rated them a 2. Now a 7. But, Lumen still needs a better portal experience to report and see a real-time status. Also to manage SIP failover functions in a WYSIWIG/GUI interface. When Lumen's network breaks in a larger outage, there are long hold times and support is not good.

Incentivized

Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience

Incentivized

In general, it gives a description and can help to understand what to do and how. but: Sometimes, it does not keep up with changes in the system (for example, in the GUI changes, additional features and so on). Sometimes, much easier and helpful to read the documentation (https://help.mypurecloud.com/) that gives the "better" explanations and takes less time.

Incentivized

My Team was involved in the discussion before implementing the application. We had a whole walkthrough of this product and during the demo itself we were very impressed with type of service we were getting. The integration of the product into our system was very quick and seamless.

Incentivized

Significantly improved over PureConnect. Much more reliable and much more flexible and feature-rich. There are some features I strongly miss, like on-device logging for errors - in PureConnect, there were rolling logs for all components like the phone, recording, desktop app etc. In GC these logs appear in the browser console (even in Desktop app) and have to be pre-configured, meaning often we don't capture a log for an error the agents have. Overall, a huge improvement - the IVR is much more flexible, admin is much more manageable, everything is a step up.

Incentivized

I have found a better solution is to run two different carriers through SD-WAN (such as Bigleaf or Velocloud MSR) and use a provider like BCMOne (formerly NexVortex) to manage the SIP. BCMOne/Nexvortex is an AWESOME SIP provider with better planning, deployment, and technical support. When paired with redundant internet paths on SD-WAN (BigLeaf or Velocloud) a very resilient solution is created.

Incentivized

I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.

• Strategic Agility- Genesys Cloud CX has delivered both immediate cost benefits and long-term value through improved customer relationships, operational resilience, and administrative satisfaction.
• Enhanced Customer Experience- With advanced analytics and personalized interactions, we’ve seen an improvement in routing to address customer needs.
• Cost Savings and Operational Efficiency- The platform’s cloud-based architecture can eliminate on-premise infrastructure and maintenance in some cases.

Incentivized

• Faster learning
• Increased numbers of calls
• Organization of calls

Incentivized