Overview
Product Information on Genesys Cloud CX
What is Genesys Cloud CX?
Genesys Cloud CX Pricing
Overall experience with Genesys Cloud CX
“Genesys Cloud is an astronomical leap forward for Contact Centres.”
“Transition to Genesys Cloud Reveals Integration Costs and Feature Shortcomings”
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Company Description
Genesys is focused on improving loyalty and business outcomes for customers and employees. Through its Genesys Cloud platform, Genesys helps organizations worldwide provide empathetic, personalized experiences at scale. With Genesys Cloud, organizations differentiate with the right customer experience at the right time, and drive stronger workforce engagement, efficiency and operational improvements.
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User Sentiment About Genesys Cloud CX
Reviewer Insights for: Genesys Cloud CX
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Performance of Genesys Cloud CX Across Market Features
Genesys Cloud CX Likes & Dislikes
Genesys has revolutionised the way in which we contact our students, and broadened the ways in which we can reach them as well, whilst also creating efficiencies for our staff and teams in doing so using the same platform. The fact that we can now also send SMS, email, WhatsApp, and engage in Web Chat with students, but also do these actions simultaneously with the same student in the same interaction, greatly increases the satisfaction our students feel from the service we are able to provide.
I do like the WFM tools, and that all of our telephony services are provided by one company.
I really like Architect and the ease of use with creating flows for all media types. So, Genesys is really flexible in this regard. I really like the ability to quickly create views and have reports readily available, with the ability to schedule / email them so they're available when I arrive to work. I enjoy using real time management so that I can address situations before they're even reported to me. I like the ease of use with Forecasts and Scheduling, especially given that our staff can change as many as six times per year and save me so much time. I like the use of gamification and leaderboards for fun competition.
Complexities of internal process requirements that don't match out of the box functions take time to workaround and implement. Some ambiguity in resource articles around what is in the power of the user to change, and what definitely requires a delivery partner to implement. Limited options for sorting and arranging columns in reports view.
Integrations are very expensive, but seem to be required for it to provide some of the features that we would like to have. Basic features, such as transferring ACD calls directly to a business users voicemail, are missing. The ability to include stand alone phones in a ring group is missing.
Not dislikes, per se, but some things that I'd love to see (and they're probably working on these as I type this because I've thought, wouldn't it be nice to have this and viola, it's in the next weekly release. 1) I would like to see a Dashboard for surveys within in the UI 2) I would like to see Genesys have a true built in CRM, as opposed to adding on Salesforce or Dynamics 3) Maybe more conventions (you learn so much going to these)
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Genesys Cloud CX Reviews and Ratings
- TEAM LEADERGov't/PS/EdEducationReview Source
Genesys Cloud is an astronomical leap forward for Contact Centres.
Genesys has been a great provider, who is always willing to provide support and resolution, and provides excellent resources to assist in our growth and use of the system. Being involved in the Summit opened our eyes to the full breadth of what the platform is capable of, and showed that we have only scratched the surface. We have been able to takeaway and plan for the functions we will implement in the future to continue to improve our services. - Operations ManagerGov't/PS/EdEducationReview Source
A Truly Unified, Customer Experience Platform That Delivers Flexibility, Scale, and Real Business Outcomes
Genesys is truly the gold standard in both customer and agent experience alike. All employees are always willing to listen and help, which is so encouraging. Genesys has a best-in-class yearly convention that showcases innovative solutions for organizations from various industries across the globe. Their client base is also equally friendly and helpful, and I've honestly never seen anything as positive in sharing the various solutions that Genesys can provide in the day-to-day work environment. Also, because Genesys is a cloud-based solution, as long as I have an internet connection, it's available wherever I go. - Manager, Customer Service and Support50M-1B USDConsumer GoodsReview Source
Transition to Genesys Cloud Reveals Integration Costs and Feature Shortcomings
We chose Genesys Cloud through a selection process where we compared it to other options. We had been on the Pure Connect product prior to the transition and were pretty happy with that product, which certainly also played a part in our final selection. The build out and transition went fairly smooth, but after going live and now having used the product for 3 years, I have been surprised to find some things, things that I considered to be no brainers for a system that had been around already for at least 8 years, were missing in the new system. A poorly designed Messenger platform that doesn't really work as a substitute for a chat option. The inability to transfer ACD calls directly to a business user's voicemail. The inability to include a stand alone phone in a ring group. The inability to stream hold music from a third party provider. These are all examples of options that were all readily available within the Pure Connect software, which Genesys obtained by buying out Interactive Intelligence. All in all, I'm not as impressed with Genesys Cloud as I thought I would be, and although we have signed a new service contract we opted to go with a year to year plan so that we could leave our options open to selecting an alternative in the coming years. That all depends on what Genesys is able to do in the next 6 months or so. - DIRECTOR OF CUSTOMER SERVICE AND SUPPORT50M-1B USDSoftwareReview Source
Unified Workspace with Embedded AI Streamlines Agent Experience and Resolution
Our overall experience with Genesys has been truly exceptional. The platform has allowed us to consolidate complex, multi-channel support and operations into a single, flexible system that scales right alongside our business. What has worked exceptionally well is the combination of powerful orchestration, open APIs, and native automation, which enabled us to design workflows tailored to our needs rather than forcing us into rigid processes. - DIRECTOR OF CUSTOMER SERVICE AND SUPPORT50M-1B USDSoftwareReview Source
Gamification and Intuitive Design Boost Team Morale in Genesys Cloud CX
We have been extremely satisfied with Genesys Cloud CX. From implementation, all the way through to innovation. The platform is intuitive, reliable and continuously improving. It's made a real difference in streamlining our workflows, optimizing costs and transitioning from customer support to a true customer experience. It helped us elevate both customer journey and employee satisfaction. It's rare to find a platform and a team that cares equally about small businesses and big enterprises.