Overview
Product Information on Genesys Cloud CX
What is Genesys Cloud CX?
Genesys Cloud CX Pricing
Overall experience with Genesys Cloud CX
“Genesys Cloud offers a great experience from a Product and Engineering Perspective”
“Transition to Genesys Cloud Reveals Integration Costs and Feature Shortcomings”
Badges
Contact Center as a Service
About Company
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.
Company Details
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About Genesys Cloud CX
Reviewer Insights for: Genesys Cloud CX
Performance of Genesys Cloud CX Across Market Features
Genesys Cloud CX Likes & Dislikes
One of the things I like most about Genesys Cloud is their third-party partner portal called AppFoundry. It's essentially a marketplace where vendors from all over the world offer add-ons and digital products that integrate directly within Genesys Cloud. This has been specially useful for our company - it gives us the flexibility to pick and choose additional services that really enhance the user experience and also make work easier for our technical team. Whether it's automation tools, analytics, or new communication channels, AppFoundry has helped us expand what we can do without having to build everything from scratch.
Read Full ReviewI do like the WFM tools, and that all of our telephony services are provided by one company.
Read Full ReviewTo me, the thing I like most is the open APIs, allowing access to the platform programatically. This greatly increases the flexibility beyond the out-of-box capabilities. Additionally, I like the all in one nature of the platform - we use Genesys Cloud Voice and so only really have to deal with Genesys. I really like the Architect tool. Although it still has some flaws, it is extremely powerful and has generally been improved over time. The recently added replay tool is very, very useful for debugging.
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Genesys published an update that forced users to adopt their out-of-the-box controls. For companies like ours that have invested time into building a custom UI, this was a pain point. It forced us to find a workaround and this process was definitely confusing for our users.
Read Full ReviewIntegrations 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.
Read Full ReviewBuilding scripts (screenpops) for the agent UI is extremely time-consuming and inflexible. It does not allow nearly enough customisation and structuring the UI is a truly awful experience. Working with the Support team is painful.
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Peer Discussions
Genesys Cloud CX Reviews and Ratings
- 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. - Business Analyst50M-1B USDHealthcare and BiotechReview Source
Genesys Cloud offers a great experience from a Product and Engineering Perspective
We've been using Genesys Cloud for a year now and overall it's been a really solid experience. The tool itself is packed with features that our users find helpful, and there are many integrations and ways to customize the user interface, and internal settings to fit our needs. From the technical side, working with Genesys Architect has been a great experience too - it's a very intuitive drag-and-drop platform that makes building flows and desigining the contact center architecture really straightforward. It makes the design and configuration process a lot less painful than other tools in the market. Genesys' sales and support team has been good to work with. They're always available, and maintain a friendly and attentive relationship - which is outstanding as a vendor. - Engineer1B-10B USDTransportationReview Source
Very powerful and stable, well-featured platform with continuous improvement.
Overall, the platform is very strong, and very stable. It is very well featured, and very powerful, without needing to build every component from scratch like in some platforms. This is reflected in the price-per-license. There are always features we would like to see added but generally, most things can be achieved with Genesys Cloud, or by using the third-party APIs. One downside is the level of support. For general tickets, I find the Genesys support is lacking. Things take a long time to get resolved and the quality of updates is often missing. - DIRECTOR, OPERATIONS<50M USDServices (non-Government)Review Source
Genesys Cloud CX: Intuitive Design, Superior Uptime, and Efficient Supervision
We activated Genesys Cloud CX in October 2020. We were handed a blank canvas and were able to configure the system with minimal support from the Genesys team. The design was logical, and the implementation proceeded smoothly. Since that time, we have added additional functions and features, and they have all performed flawlessly. The Supervisor tools are easy to use. Supervisors can quickly and easily pull historical data with only a couple of clicks. System maintenance is simple. We have nearly 200 agents and can maintain the system without a large IT staff (we only have 1). System Uptime well exceeds five 9s! - Program Architect10B+ USDManufacturingReview Source
Just go for it. It's a wonderful product.
Thinking along with and in solutions together with the customer adding value to how the product is deployed to use it up to its maximum possibilities.