Genesys Cloud is outright the best tool to tackle every omnichannel implementation. The way it can handle and integrate with everything, the performance, how easy it is to get going, how logical the tools are displayed, and how fast it is to deploy new solutions and fixes within the platform. It is great.
Pros
Routing
Creating Flows.
Quick to deploy.
Cons
UI
Documentation
Message Flows.
Likelihood to Recommend
Genesys Cloud is outright the best tool to tackle every omnichannel implementation. They way it can handle an integrate with everything, the performance, how easy it is to get going, how logical tools are displayed, how fast it is to deploy new solutions and fixes within the platform. It is great.
We use Genesys Cloud to operate multi regional contact centre to manage the end-to-end customer journeys across media channels (voice, chat, messaging) and social platforms and to optimise engagement with 360 view across business lines. Using AI to deliver frictionless conversational experiences and self service but also retaining interaction context across channels of engagements for all brands in the group.
Pros
Integrations with all major platforms
Unified UI with a lot of out of the box customisation but also possibilities for bespoke changes
Advanced interaction flow management via Architect
One single URL for access
Cons
Needs simplifying roles and permissions: there's very high granularity with approx. 2000 permissions. Even disconnecting a call has dedicated permission!
Better migration solution for promoting code from lower environments to Production. Terraform integration is OK but needs more support.
Decouple Intents from Flows i.e. ability to setup and manage intents independently of Flow.
Expose more events to use in setting up alerts e.g. data table deletion, updates to allowed IP addresses in designated org, contact type deleting/disabled in designated org. This will help tremendously to comply with security frameworks in place.
Likelihood to Recommend
Automated customer ID&V through bot across all media channels. Delivers ID&V persistence across channels which delivers superior customer experience and is cost effective. User login through SSO and centralised user access management at enterprise level (IAM, Active Directory). Central flow management through Architect via unified UI and solid support for popular formats. PCI-DSS compliance with one-click (needs Genesys Care involvement but it's straightforward). Excellent API coverage, mostly REST but other API types are well supported.
It is a great call center product. It allows us to be more productive and manage our users way better than we ever have been able to before. With Genesys Cloud CX you have a lot of visibility with what is going wrong, what is going on, and what your agents are doing.
There is also a huge point of customizability to achieve whatever it is your company needs you to put in, like voicemail to email, and custom recordings for the IVR.
Pros
Cusomizability
Detailed Reporting
Call Recordings
Cons
Customizability
Scalability
Reporting
Likelihood to Recommend
Anyone who needs a call center, anybody who likes many features with control over everything within their system. The reporting system is fantastic for anyone that needs to review calls, metrics, or anything else. This would also be great for anyone that needs a scalable solution for a call center this would be perfect.
We have migrated our call center from an on prem solution to Genesys Cloud CX, saving on hardware maintenance and upgrades. We are starting to incorporate bots and provide additional self service to our customers as we shift our focus from simply migrating to implementing advanced services and integration. We are also looking into the next phases of incorporating additional media types.
Pros
Consistent Agent Experience
Intuitive Administration and Configuration
Drag and Drop Flow Editor
Simplified Bot Development
Cons
Lacking some UC functionality
Support process can be frustrating
Feature Request Process needs improvement
Likelihood to Recommend
I think Genesys Cloud CX is best suited for true Contact Centers that require ACD routing and really require a CX platform. It is not suited for customers who are just looking for a UCaaS platform and may have a couple scenarios that require queues or group ring. I think it can be overkill for these scenarios. Once a customer has growth and need for a true CX platform and wants to take advantage of bots and multiple media types, they should look at Genesys Cloud CX.
Genesys Cloud CX is our primary contact center platform, globally. We are still in the process of migrating internationally, but North America fully uses Genesys Cloud CX. It solutions speed-to-answer, versatility, and keeping up with the ever-changing experience economy. My department utilizes all interaction types, gamification, and I am looking forward to exploring bots and the knowledge base.
Pros
Access to data
Easy UI
Broad functionality
Cons
The out-of-box reports are lacking. I would like to see more graphical historical reporting.
The gamification function is great, but still new. There needs to be more customization.
I would like Genesys Cloud CX to tell me/show me areas our queues or workgroups can improve. What is the health of my queues without me having to look for or interpret.
Likelihood to Recommend
Genesys Cloud CX is well-suited for all inbound interactions. It really puts the information in my agents hands on how well they are performing as a team, and gives me the data as a leader to understand overall performance. I find it less useful in outbound situations. It's just not something my company uses it for.
Use GGloud for Contact Center Routing, and Issues would be related to Agent Login/Routing issues/No Queue showing reporting reports/Call disconnections/Even use WEM for Workforce management and take/look at user schedules and Call back as well. Overall we use G cloud for complete Contact Center Operations and Routing logic.
Pros
Routing Is very easy create and use.
Reporting views are up to mark what Super visors are looking.
Work Force Management is very good and easy to navigate using WEM.
API Integration.
Cons
Reporting Templates which does have some analytics can be improved.
CRM/SalesForce Integrations should be authenticated more precisely rather than just a single token.
OutBound Dialing has got many options to choose which is more confusing.
Likelihood to Recommend
Using Architect views for G cloud for complete Contact Center Operations and Routing logics and easy deployment with other User-Friendly Interface Easy API Integration with less Authentication Work force management reporting Templates which do have some analytics can be viewed OutBound Dialing has got many options to choose from. Most of the work is done on the IVR partition itself.
Verified User
Professional in Engineering (5001-10,000 employees)
Genesys Cloud is currently the contact center solution for a few departments within the bank. Customer Support, Sales, Investments and Internal Support. Telephony, chat and report features are integrated with custom applications and voice resources integrated with our Avaya corporate system. It addresses the need for efficient and organized customer support, proper telephony resources in order to contact external & internal customers as well as chat and cobrowsing resources.
Pros
Integration with other internal products
Fast and easy expansion capability
License pricing
Software continuously improved on a weekly basis
Proactive Support and Professional Services.
Cons
Appropriate tools for working with clients using Linux softphones.
The client console could be simpler to operate and more intuitive.
AMD process for administrator users could be simplified on a single menu.
Likelihood to Recommend
Genesys Cloud is perfectly suited to a large contact center environment, when integrations are essential and reports and operations must always be available. When the work environment is highly variable, since it is possible to resize the resources according to the needs in a very short period of time. On the other hand, on applications where the change is not so frequent, and the operation for the end user should be as simple as possible, Genesys Cloud is not the best solution, this is the case of corporate telephony for basic users.
We sell and implement Genesys Cloud (formerly PureCloud) to other organizations. From an engineer and integrator's perspective, Genesys Cloud (formerly PureCloud) offers huge flexibility and several tools to make our lives easier.
Pros
Easy of use
Useful integration tools
Frequent updates
Cons
Limitations on agent scripts
Likelihood to Recommend
Genesys Cloud (formerly PureCloud) comes with a ton of out-of-the-box functionalities, making it perfect to configure, and starts working almost immediately. It offers options for both cloud-based and on-premises Telephony Edge to suit your needs. It it suited to integrate with several other platforms, even offering ready integrations with some of the most popular ones.
Genesys Cloud is not suited to be used as a CRM and should be integrated with existing CRMs
Genesys Cloud is used primarily as a contact center solution in my organisation. The call center setup is done using Genesys Cloud. It helps my organisation to set up a voice channel between customers and the organisation. Self-service IVR applications are created with Architect, and if the IVRs are not sufficient, then the callers are sent to agents.
Pros
Easy and smooth IVR application creation with PureCloud.
User management.
Very good Infra management - Did, trunk, edges, etc. management.
Logging.
Cons
Creation of complex flows in Architect.
An absence of a inbuilt AI engine.
When there is an error in an Architect flow, there is no way to know the error, except an error audio. To understand and debug the error we need to reach out to the Genesys support by creating a ticket. Sometimes there is no solution to the error and we have to figure out an alternate path to bypass the error.
There should be an AutoSave option in the Architect flows.
There should be an option to export individual tasks, or menus in Architect.
UI issues- such as long names are not scrollable.
There should be an option to call dynamic task , i.e. "Jump to Reusable Task" should have an Expression method to call. Also Transfer to Flow, Transfer to Queue, should have this functionality.
Likelihood to Recommend
Best suited - Creating a speech IVR , call center. A huge worldwide contact center setup. Queue and agent management.
Less suited - a virtual agent and Chatbot. Video solution.
