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.
VU
Verified User
Analyst in Engineering (Computer Software company, 51-200 employees)
We have Genesys Cloud Cx two licenses for the East and West regions. As a SaaS product-based company, we have an integration with Genesys Cloud CX. We see Genesys as a major player in the contact centre market, and they have one of the largest customer bases. Therefore, if a Genesys customer is an end-user and wants to purchase a license for our product, we must ensure that we integrate our product & solution with Genesys. Now, Genesys has extensive capabilities in terms of both inbound and outbound call control for any small, medium-sized, or enterprise-level business. Additionally, they have a method for configuring messaging that is utilized extensively after Agent escalation.
Pros
Handle inbound customer call.
Make outbound campaign call.
It can handle inbound/outbound web messaging.
It has a support for both inbound/outbound email.
They have call recording & post conversation analysis in the interaction section.
It has its own app foundry where you can integrate your custom solution & make it a premium app installer.
Cons
There is a limit of 5 Audiohook monitor integrations for Genesys, which could have been more.
Genesys customer support could have been more proactive and helpful, similar to other major companies like Salesforce and AWS. However, whenever I raised a concern, in most cases, they would directly tell me it was a custom requirement, so I should post in the dev community or contact their Professional Services (PS) team.
In the Genesys Dev community, if you post any of your problems, it's unlikely that they will be noticed, and you will likely not receive a resolution to this issue. Moreover, if no one replies to you within 30 days, that post of yours will also be closed.
Likelihood to Recommend
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.
VU
Verified User
Team Lead in Information Technology (Computer Software company, 1001-5000 employees)
We have implemented Genesys to achieve goals such as improving the metrics of the communication channels since Genesys works very well applying priority rules between different communication channels. It has given us visibility into the functioning of the rivers, where before, we had practically no visibility. Integration with local data is made very easy through APIs or AWS Lambda.
Pros
AWS integration.
Channel utilization.
Priority between channels.
Cons
Social networks integrations.
Email management.
Role permission is sometimes difficult to understand, so large.
Likelihood to Recommend
Genesys CX is well-suited for voice solutions, including advanced IVR features, great voice prompt management, and great architecture in general. CX for contact center agents is better than other solutions. However, it is less appropriate for social networks and email management. For these channels, it is recommended that some other integrations, like email centers, be used to manage email.
VU
Verified User
Administrator in Information Technology (Telecommunications company, 501-1000 employees)
We use Genesys Cloud CX for Contact Center Management, Reporting & Analytics. Our acentric requirement is Improved Customer Service & Agent Utilization; basically do more in less. Genesys Cloud CX helps us achieve through its flexibility & adapts to our changing business needs, making it suitable for our dynamic & multi-client environments. The scope actually depends on our customers - some use it for Contact Center operations however other integrate it with several other applications & systems e.g. CRM etc. We provide every service that Genesys Cloud CX can be used for.
Pros
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.
Cons
There's a room for adding more features. Genesys is already doing that, however need to get inspiration from its competitors' products.
Routing & Queueing limitations. This can be improved.
Everything else is fairly useful. Large Enterprises still prefer other products, however Small & Mid level Contact Centers prefer Genesys Cloud CX.
Likelihood to Recommend
As mentioned above, Small & Mid level contact center make use of Genesys Cloud CX features well. The predictive routing is one useful feature for them. However Large Scale businesses require segregation & multiple routing & queueing options in Genesys Cloud CX. Some customers has budget constraints as the platform's most comprehensive features come at an extra cost.
VU
Verified User
Professional in Information Technology (Telecommunications company, 5001-10,000 employees)
We use Genesys Cloud CX as the main platform in our contact center. We take mostly calls but also handle emails, chats and other automated tools with Genesys Cloud CX.
Pros
Routing interactions to agents reliably
Integrates very well with existing CRMs
Great automated tools
Cons
Better language support for Nordic countries
Less complex license model
Facilitate customer and partner relationships
Likelihood to Recommend
Genesys Cloud CX excels at facilitating a wide range of contact options for a contact center and fits very well in the puzzle of integrations that can exist in a business. Genesys Cloud CX has excellent control and options for outbound campaign calls to reach a large population in a short time.
There are areas where Genesys Cloud CX could do better even though it may seem out of scope. Instead of full integration with other systems and CRM there is a possibility to use Genesys Cloud CX as a CRM tool if the config is good enough. Facilitating these tools for creative admin users or partners could be a great way to maximizing the potential of this platform.
VU
Verified User
Professional in Information Technology (Computer Software company, 1001-5000 employees)
We have actually been on the engaged platform for several years now, close to 15 years. So one of the things with the Engage platform is we lack the ability to innovate rapidly. With Genesys Cloud, not only did we have an old infrastructure that we needed to migrate over and that needed to be maintained, but we were through actually upgrading our Genesys engage platform, and we migrated to the cloud so that we didn't have to take care of the maintenance of all those servers. We had a lot of cost savings with getting rid of hardware infrastructure by moving to the cloud. That was one of the pain points. Also moving to Genesys Cloud CX actually improved our agent productivity by a lot, so that was one of the key drivers.
Pros
Architect, which is a Genesys flow designing tool. A lot of the architect flows could be done with a lot of ease compared to our Genesys Engage platform. From a design standpoint, we really like that platform and the Genesys admin tool where everything can be done within the Genesys admin tool itself be it workforce management, be it configuring user profiles. A lot of that stuff can be automated. A lot of the integrations could be done much more efficiently by using the App Foundry, things like that. So it's a lot of automation with Genesys Cloud that we never had in Genesys Engage.
Cons
As far as missing functionality or hard to use, I think a better job could be done with the roles and permissions feature of Genesys Cloud CX, even though it's actually much more simplified than Genesys Engage. I think the scope for improvement, because it can get confusing at times as to what roles or permissions could be provided for a particular user or for a particular product that is being used, or so it could get a bit confusing. I think that could be improved.
Likelihood to Recommend
As I mentioned, this product is well suited for customers who don't want to actually deal with any of the maintenance that is involved. Even using virtual machines is out of the picture now, so we don't have to deal with any of the hardware and data centers. So it's well suited for customers who want to move away from that. I think this tool has the power to give our business users more opportunity to actually get into the product and actually do things on their own without actually depending upon the development team to actually get things out the door. They could actually do it by themselves because it is much easier. Areas of improvement? I think, like I said, permissions. The business still has to come to us to apply for permissions because of the fear that they might actually do something they're not supposed to. So that's one area of improvement.
We use the voice, messaging, and email channels as well as chatbot over 4 departments and possibly one more in the near future. Additionally, one department that only uses voice with be adding messaging. We still are in our infancy of utilization, so most of the benefits of Genesys Cloud CX are not in play yet. Though we are working towards beginning customer sentiment and other AI capabilities.
Pros
Dashboard reporting is great for our managers to see where their agents are at
Supervisors can change and update agent queues and skills easily without CTI intervention
Cons
It either needs more focus on the abilities for the Salesforce embedded client, or they need to stop advertising the ability. All the new functions come out for the stand alone site, leaving the customers that integrated stranded with nothing. This conference opened my eyes to the capabilities of Genesys Cloud CX, but how almost none of it is for the agents integrated with Salesforce.
Likelihood to Recommend
If they want it as the stand alone, I would recommend it all day every day. If they want to integrate with Salesforce, I'd tell them to think about it, and not want anything overly complicated. It just really sucks to always be behind the curve of everyone else on the same platform. I heard this same issue voiced to at the conference in COsta Mesa, and it was said that Salesforce will always be at minimum 6 months behind on features. Also, skill based routing needs work. If there is anticipation of the call transferring to a new agent, skills don't strip. So if a Customer Service rep gets a call for sales, they can't transfer the call without holding on to the skills applied to the call already, which no one in Sales would have. We had to build a custom script to make it work.
At the moment, we are only using the voice functionality and analytics. We have an excellent level of insight into the productivity of agents and that aspect of the customer experience. This year we have plans to really start leveraging the platform by utilizing AI, chatbot implementation with our knowledge base, and PCI payment processing.
Pros
Skill-based workload management.
Easy to use dashboards and reports.
Custom IVR for different customer bases.
Cons
Integration with Sonar.
Likelihood to Recommend
It is such a versatile platform that the possibilities are really endless. That may My only concern is which direction to head towards first as there are so many options.
VU
Verified User
Vice-President in Customer Service (Internet company, 51-200 employees)
We use Genesys Cloud to support multiple media type volumes for multiple brands working with our organization. We also provide our services to another company by creating a separate division for them and building their call flows, and handling some of their volume and outbound campaigns. We are also experimenting with AI and bots now.
Pros
Outbound Campaigns.
Web messenger.
Architect flows.
Cons
Contact lists for campaigns.
External contacts.
Likelihood to Recommend
It is very easy to use and convenient to transfer to. New features keep coming and help us improve at a tremendous rate.
VU
Verified User
Technician in Information Technology (Telecommunications company, 51-200 employees)
We use GenCloud for all of our internal contact centers, that range anywhere from the company helpdesk to the travel department, HR, newspapers, and operators. Some of the business problems we have revolve around measuring metrics correctly for each group individually. Every group we work with needs to operate differently from any other group, so there is always new work that needs to be done in order to adjust for each group and their needs. GenCloud allows us to be very flexible in measuring analytics for each group, as well as easily tying into other applications to deliver the metrics with ease.
Pros
Building out the flows in an architect is easy and, more importantly, easy to learn.
Provides flexible analytics out of the box. If you need to measure some custom values then it is easily done using the tools inside of Architect. Viewing the data and scheduling reports run frequently are intuitive.
Easy to set up multiple channels for interactions to flow through.
Cons
Call routing to agents I think needs to be tightened up in that the back-end calculations are not very clear, and sometimes the agents will not get the calls in the order that they need to.
Likelihood to Recommend
GenCloud is well suited for groups that need to spin up a contact center quickly and is great for really any type of contact center. It is not suited for groups that just need some very basic call routing, like hunt groups or round-robin types of scenarios. At this time, I think GenCloud is too feature rich to be used as simply as that. However, it definitely can be used that way.
