Genesys Cloud CX Reviews

One of the use cases for Genesys Cloud is building and deploying IVR systems.

Genesys Cloud benefits my company because it saves time and is much easier to learn. When I was new to the on-premise solution, Genesys Engage, I found it more complex, even compared to Cisco, and the environment had more components you need to understand. You need to understand the entire architecture and call flow. You need to understand the start of the call, what happens during the call, and map the call to troubleshoot promptly. On the other hand, the call flow on Genesys Cloud isn't as complex compared to the flow on Genesys Engage.

There may be some extra processes happening in the background on Genesys Cloud, but you won't be aware, and you'll know that a specific call goes to a member, then it's routed to the agent. The call flow outline is simple on Genesys Cloud, so the solution is easier to learn.

When troubleshooting on Genesys Cloud, you don't need to worry about logs versus Genesys Engage, which requires extracting logs from each application and reading the logs, which is a frustrating task. It isn't easy for administrators of Genesys Engage. Genesys Cloud has logs, but you don't need to even look at the logs. Genesys Cloud solves the issue without you even needing to report it, but if you notice a problem, you can report it or open a ticket with Genesys support, and support will solve it.

Though I still like some of the features of the on-premise solution, Genesys Engage, what's most valuable in Genesys Cloud is that it's easier to use because everything is already built and existing compared to the on-premise solution that you still have to deploy.

For example, you must ask the Linux team to set up the servers in Genesys Engage. You must start installing the applications from scratch, including every component of Genesys Engage. Because of the pre-installed applications, you don't have to do this in Genesys Cloud. You just have to pay for the services you're using. You're not paying for the whole system or environment, so Genesys Cloud is much cheaper because you only pay for what you use. You don't have to buy the entire solution.

Another valuable feature of Genesys Cloud is drag-and-drop. For example, if you're deploying and developing a new IVR system, it's not complex on Genesys Cloud because you can drag and drop, while the on-premise solution requires you to write Java code and use Composer. On Genesys Cloud, you can use some APIs and do drag and drop to build and complete the IVR system within a couple of hours, versus doing it on Genesys Engage, which takes about a week to complete. Genesys Cloud is more efficient and easier to use and saves time, money, and effort.

I also like that Genesys Cloud is similar to an omnichannel, where you can use different features or services, such as reporting, recording, or chatting. Deploying recordings is easier on Genesys Cloud than on Genesys Engage, where you have to use and integrate a third-party application such as Verint, which is irritating. If there's an issue, you have to open a case with two vendors, Verint and Genesys, so the recording is easier on Genesys Cloud as it doesn't require extra configurations from your side.

The reporting feature needs improvement in Genesys Cloud because compared to Genesys Engage, you can't customize reports on Genesys Cloud. Genesys Engage has more features that allow you to design new reports, such as writing your own SQL. Reporting isn't the best feature of Genesys Cloud and could be improved.

Another area for improvement in Genesys Cloud is customizing applications based on customer needs. You can do this on Genesys Engage, but application customization isn't possible on Genesys Cloud. A cloud solution is similar to a black box with a limitation to customizing or changing applications. Not every customer has the same needs, though, so this limitation needs improvement in Genesys Cloud.

For example, a customer could need more complex scheduling or workforce management. Some customers may need more reports. Some could require a callback feature. Being able to customize according to needs hasn't been fully introduced into Genesys Cloud yet, though the solution is improving daily. At some point, Genesys Cloud will become even better than the on-premise solution, but it would need time to reach that point.

My company is migrating to Genesys Cloud, so I've used the solution for four months.

In a way, Genesys Cloud is stable. Sometimes you have some issues with voice. On the on-premise solution, switching to other servers can resolve this voice issue within ten minutes. However, when the problem happens on Genesys Cloud, it turns into a hard block or results in a very tight SLA if Genesys doesn't realize the issue instantly. It could take my company either a few minutes or months to investigate and raise a ticket for that issue. Hence, it's critical for Genesys to notice and resolve it immediately. However, this doesn't happen that often, and Genesys support can usually fix it.

Genesys Cloud is very, very scalable that you can use it in a call center with a thousand agents, for example.

Technical support for Genesys Cloud is a nine out of ten for me, though it would still depend on the case. My company hasn't faced complex cases related to Genesys Cloud. On the on-premise solution, however, some issues have been complex, and tickets have remained pending for a month, but that didn't happen with Genesys Cloud.

My company previously used the on-premises solution from Genesys called Genesys Engage. Still, it's migrating to Genesys Cloud now and using the Amazon Cloud solution, which is better when compared to the on-premises solution.

Not all my customers use Genesys Cloud, though, because some use Amazon Connect, a cloud call sensing application. In contrast, another customer used Avaya and then switched to Cisco because the customer found Cisco easier to use for both engineers and agents.

Setting up and deploying Genesys Cloud isn't complex. You can complete the process within two hours. You create an agent, and a number, then assemble the IVR system. The older solutions required an entire team to do this or a single person who takes a week to complete the process, but on Genesys Cloud, you can do it through a single person in two hours. It isn't as complex as it used to be.

Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support.

As I'm part of the technical team, I don't have information on the exact pricing or costs for Genesys Cloud, but I know it will be more affordable than the old on-premise license.

My company uses Genesys Engage, the on-premises solution, with two years of experience, but it is currently migrating to Genesys Cloud.

My company is a Genesys partner, so whenever I have a Genesys Cloud issue or open a ticket, I open it as a partner.

Genesys Cloud is deployed on Amazon or AWS Cloud, and my company has servers at the data centers, so deploying and troubleshooting server issues is my company's responsibility. If there's a server issue, figuring out the issue and troubleshooting lies with my company. I open a case with the Genesys support team for Genesys Cloud issues, and support will solve the issue. My company pays for Genesys support, so this helps save on effort because I don't have to troubleshoot and involve multiple teams. You only need one team, the development team, and for other troubleshooting steps, it's Genesys who'll cover it.

One engineer can deploy Genesys Cloud. Another engineer can design the IVR system and create the agent skills and access groups, which is more complex, so it could take eight hours to complete. In reality, two engineers would be enough for Genesys Cloud deployment.

Maintaining Genesys Engage requires a team of twenty or more, but maintaining Genesys Cloud only requires five people.

Everyone's going cloud right now, so my company is migrating to Genesys Cloud, the same as other companies do, so usage of the solution is extensive.

I advise anyone looking into implementing Genesys Cloud to start with learngenesys.com or Genesys University to get more information about the product. The documentation for Genesys Cloud is much easier to understand, and the product is explained well on the website, so it's not difficult to learn. It would be best if you started with that, then tried implementing Genesys Cloud in a lab environment before deploying it on the call center. Watch the videos and read the Genesys Cloud documentation first.

My rating for Genesys Cloud is eight out of ten because there's still room for improvement, but it's usable.

The primary use case of this solution is for integration with Zendesk, SalesForce, and some CRMs that our clients require in their companies. We also implement some admin campaigns and IBR flow for some contact centers our clients have. We integrate a specific development or personalize the development that the client needs to integrate, the applications or services that they need to improve their attention with the different clients.

I believe that the Outbound Campaign is the most important because the different clients we manage, require it. Right now, we implement some bots in WhatsApp and different social networks which is a benefit for our clients.

I believe the implementation needs improvement, the implementation of integration. 

If you compare Genesys Engage with Genesys Cloud, it's really two different worlds. In Genesys Engage, you have some functionalities that Genesys Cloud doesn't have. I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud.

I have been using the solution for two-plus years.

The stability is really good. The solution has a balance in AWS so when a server goes down in one region another server takes its place and that immediately fixes the issue for Genesys Cloud.

The solution is scalable.

We have a team that does the initial setup but with the specific Four Edge, the infrastructure to the client for connection to Genesys Cloud, I don't do it myself.

The implementation was completed in-house.

The ROI is really good with some of our clients. Their profit margins have increased using the solution because of the additional contact they have with their clients.

The cost depends on the type of license based on your organization's requirements and can get expensive. Genesys Cloud is currently one of the least-used solutions for contact centers in the world.

I give the solution nine out of ten.

Our clients have around 300 users in their contact center.

We require a team of three to four people for maintenance. One person for a specific infrastructure or to deploy the infrastructure to Edge, maybe the connection with the phone company. Another person is for the specific task of setting up Genesys Cloud, QEs, flows, users, and external content. Another person may be for the integrations with tenders.

We do have plans to increase the usage of the solution. We need more experience in developments on bots, and some add-ons in Genesys Cloud for the different clients. Right now, we have a specific development. Maybe if we integrate all of the development and deployment in the marketplace of Genesys Cloud, it's a good experience for all of the clients around the world.

I suggest to any potential users of this solution to first know your organization's requirements and budget. It's important to have a really good mapping of what is required because there are other tools or other apps, similar to Genesys Cloud that are less expensive that may work for you. For a contact center that has a lot of experience and a lot of traffic management with different clients locally or around the world, Genesys Cloud is a really good solution.

We use Genesys Cloud CX to facilitate customer interactions and gather feedback. Agents request feedback from customers through evaluation forms, which include ratings and comments on the interaction. Supervisors monitor conversations and provide coaching based on the feedback received. This helps improve agent performance and overall customer satisfaction.

The main benefits of Genesys Cloud for our company are its advanced features, ease of use, and comprehensive functionality. It simplifies customer engagement compared to on-premise solutions, offering everything in a single application. Integration is straightforward, covering various channels like chat, SMS, and email, along with robust routing options and extensive reporting capabilities. Additionally, features for supervisors, like gamification, enhance management capabilities.

There are several valuable features in Genesys Cloud. Firstly, its comprehensive single application includes everything from reporting to IVR and workflows. Secondly, the default workflows provided, like callback and survey flows, are handy. Thirdly, the reporting and quality management features help in monitoring and improving agent performance. Lastly, the easy integration process, including with third-party applications through Genesys AppFoundry, is a big plus.

One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs. Currently, users are dependent on Genesys support for detailed analysis and root cause identification, which can be limiting. Allowing users more administrative access to logs and troubleshooting tools would enable them to diagnose issues independently and provide faster resolution to clients. This would enhance user experience and reduce dependency on Genesys support for every troubleshooting instance.

I have been working with Genesys Cloud CX for three years.

Genesys Cloud's stability is generally reliable, especially with its redundant network setup. In case of primary server issues, backup servers can quickly take over, ensuring minimal downtime. Additionally, if both primary and backup servers are down, a disaster recovery option is available, typically located in a different geographical region.

Genesys Cloud offers excellent scalability and is user-friendly, making it easy for new users to join and learn. I would rate it at a perfect ten out of ten for ease of scalability.

Genesys support is reliable and responsive. I would rate them as a ten out of ten.

Positive

Before Genesys Cloud, I worked with Genesys Engage, the on-premise product that was the predecessor to the cloud version. Many companies, including telecom, banking, and insurance, relied on Genesys Engage for their business needs. However, with the market shift towards cloud-based solutions, Genesys is phasing out the on-premise product, making cloud-based solutions like Genesys Cloud the new standard.

In my experience, the deployment of Genesys Cloud was relatively easy compared to on-premise solutions. However, it depends on the project's complexity and budget. Typically, a team of specialists is involved, including IVR, reporting, support, and business development experts. The team size varies based on project requirements and can range from one person to multiple specialists.

Genesys is fully deployed in the cloud. With the cloud product, everything is integrated into one single application, making deployment and integration much simpler. Unlike the on-premise product, which requires separate applications for different functions like IVR, reporting, routing, and databases, the cloud version consolidates everything into one platform.

Genesys Cloud requires ongoing maintenance, especially if there are change requests from the client side. For example, if the client wants to expand their business to include social media or multimedia channels, or if they request additional features like outbound calling or web messaging, maintenance personnel are needed to implement these changes.

Genesys offers three types of licensing: CX One, CX Two, and CX Three. The pricing varies based on the number of agents in my contact center, with lower costs for fewer agents and higher costs for larger teams. This flexible pricing structure allows me to scale my expenses according to my needs. Compared to the previous on-premise product, which required purchasing a single license regardless of agent count, Genesys Cloud's licensing model offers me more cost flexibility.

The benefits of Genesys Cloud became evident right after we started using it, especially with its flexible licensing options tailored to our needs. For instance, with options like CX One, CX Two, and CX Three licenses, we can scale features based on our agent capacity and contact center requirements. This flexibility ensures we only pay for what we need, whether it is basic inbound capabilities or advanced features like quality management and workforce management.

My advice for new users of Genesys is to familiarize themselves with the basic tasks and troubleshooting procedures. Sharing documentation and providing training can help them get up to speed quickly. As for recommending Genesys to others, absolutely—I believe it is one of the fastest-growing technologies globally.

Overall, I would rate Genesys Cloud CX as a ten out of ten.

We provide the solution to multiple customers. 

Genesis Cloud is being used purely as a call center solution for customer service, customer experience, and for contact centers.

The solution has expanded a lot. Initially, it started with a call and voice channel; however, now, it is mostly used for digital channels like email, web chat, social media, and chatbots.

The solution is simple to set up.

The solution is stable and reliable.

It can scale well.

They offer good integration with other services.

The latest version and updates have been great. It really has everything we need. 

They have almost everything. I don't feel that there is something they need to improve as a solution. Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution. With the on-premise solution, we were able to read the logs, and we could reach the root cause. When it comes to the cloud, only for specific scenarios, at least the gateway or the network issues, we can try to investigate a bit, and we can do the troubleshooting part of that. If anything goes wrong, we now go to the support since it is the cloud, and we can't really investigate fully on our end.

We have been working with them from the start of the cloud solution.

It is a stable product. 

It has multiple data centers in multiple locations, so it'll cover us. If one goes down, automatically, the other takes up the slack. We have never faced something like the entire service being down.

The solution is very scalable. In fact, every week, they tend to release a new feature. They are continuing to grow.

We have around ten customers using the product. Our sister company also uses it. 

Technical support is excellent. They really help out when we have issues with the cloud. They tend to jump on the issue so that things are resolved fast.

Positive

Before, there was no Genesis cloud. It was an on-premise solution called Pure Connect. That was what we used. A few years before that, it was Interactive Intelligence. Around 2015, Pure Cloud came into the picture. A few years later, it was acquired by Genesis. Initially, we were partnered with the Pure Connect product with Genesis.

The initial setup is very easy. It's not that difficult. 

Deployments depend on the business requirement. A basic contact center can be deployed within one day. It's pretty fast to get up and running.

We can configure and connect everything from our side.

We are able to help clients with the initial setup.

There is a minimum license for the product, which is around eight licenses as a basic package. I'm not sure about the cost. It was somewhere around $100 per user monthly. Companies can pay either monthly or annually.

We're partners. 

The product, being on the cloud, is always automatically updated. We don't need to worry about manually updating the solution. 

I'd recommend the solution to others. 

It is very simple for a customer to use as there is no need for any infrastructure and no need for any special engineers. Genesis will provide only one small device and it's very easy to get going. 

I'd rate the solution nine out of ten. 

We are a VRS service partner of Genesys and we implement the solution for our clients. We are partners and integrators of Genesys and I'm a global lead CTI engineer. 

The solution has many good features and a great user interface with lots of options. I think Genesys is number one in CCaaS when compared to NICE inContact and Amazon Connect, which are in the same market. There are great features for developers and for contact center managers. The predictive engagement and gamification are valuable features with good inbound functionality.

I think they're doing well with AI but it still needs improvement when it comes to predictive engagement and there could be some additional capabilities. I'd like to see more features for the outbound functionality.

I've been using this solution for over two years. 

The solution is stable. It has AWS backing which takes care of the cloud infra and we rely on AWS and the backend cloud for stability. Previously, contact center agents used to take calls from offices but these days the calls are also from home. There are always pros and cons, but the solution is quite stable and I think it's really good.

With the solution in the cloud, scalability is not an issue. Our team comprises five people who are a mix of developers, support specialists, and implementers for our clients. We've deployed over 1,500 licenses in the cloud. If maintenance is required, the customer is not impacted and doesn't suffer any downtime. 

Whenever there's an SLA, Genesys responds as per the SLA and the priority of the issue. But sometimes there are challenging delays. We expect the best service and are sometimes disappointed. They could increase their technical support team size, and provide quick resolutions.

As compared to on-premises deployment, a cloud implementation is less difficult. It also depends on the level of complexity and the features the customer wants. Sometimes there are specific requirements. Deployment is not super easy but it's not too difficult either. 

With the features they're providing, the cost is quite reasonable. You get multiple features and a lot of options so you're getting value for money. The price is negotiable and depends on how much business you have with the company. 

Some other solutions in this area are NICE inContact, Amazon Connect, TTECH, and Humanivai. Compared to all of these, Genesys is a leader. With NICE inContact, the scripting is quite complex compared to the Genesys Cloud architecture. The Genesys user interface is user-friendly whereas the NICE UI requires some training and you must be implementation certified before moving to a project in NICE. Amazon Connect is still releasing most of its features. Their solution is user as a service only so there are no licensing costs so Genesys Cloud is costly relative to that. Amazon Connect is the cheapest, but Genesys Cloud has an edge in AI and other features.

I rate this solution eight out of 10. 

We use the solution for workforce management and quality assessments for recordings. 

The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal.

The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies.

I have been using Genesys Cloud CX for twelve years.

I rate the solution's stability a ten out of ten, with a 100 percent uptime in all regions within the cloud for the last year.

The tool's scalability is phenomenal. 

In the South African region, customer service response time may be influenced by the small percentage of customers, leading to longer wait times for change requirements.

Positive

Setup is straightforward with a rapid deployment methodology, but customization can add complexity.

I rate Genesys Cloud CX's pricing a one out of ten. 

I rate the tool an eight out of ten. 

One of the use cases for Genesys Cloud is call deflection, where when a customer contacts the Contact Center by one channel, he'll be deflected to a different channel. It could initially be a call, then deflected to a digital channel, such as WhatsApp.

Another use case for Genesys Cloud is integration with Salesforce.

What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic.

Another helpful feature of Genesys Cloud is WhatsApp implementation.

Genesys Cloud also has chatbots, which I find valuable.

Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement.

I'd like to see better integration in the next version of Genesys Cloud because,  right now, my company needs to make specific encryptions for integrations. You can't do that from Genesys Cloud directly. You'll need to integrate with a third party or middleware, and then you gather the encryption from that service, which is an external service.

I've been working with Genesys Cloud for around three or four years.

Genesys Cloud is a stable solution.

Genesys Cloud has good scalability.

Genesys Cloud technical support is a four out of five for me. Most of the time, it's helpful. There have only been a few times when support could have been more helpful.

Compared to its competitors, one of the main pros of Genesys Cloud is that it's all integrated into one interface. You have telephony, IVR, workforce, quality, and recording in one user interface. However, a con of Genesys Cloud is that it isn't as developed as on-premises solutions because it's quite a new product. It's been in the market for about ten years, yet it still doesn't have the same level of development as on-premises solutions. It still needs improvement in that aspect, but it's going down that path.

Implementing or deploying Genesys Cloud is easy. The number of people required for the process depends on how large the implementation is. For example, sometimes, the implementation is for ten, twenty, or fifty agents. Sometimes, you have to implement Genesys Cloud for six hundred agents. Sometimes, it's for two thousand, five thousand, or ten thousand agents.

Most of the time, you need one or two people for a regular or standard implementation. You might need one or two more resources if you need more development or an IVR or chatbot.

Within Genesys, you call these resources "professional services consultants," but outside of Genesys, from a partner point of view, a certified engineer is required for Genesys Cloud implementation.

ROI is vital, though I don't know much about the ROI numbers for Genesys Cloud because I'm technical. I don't belong to the commercial side, which focuses on the ROI.

I'm a partner of Genesys Cloud, a professional services partner.

Genesys Cloud doesn't require maintenance because the infrastructure has changed significantly compared to on-premises systems. Deep maintenance isn't needed for Genesys Cloud. Sometimes, you'll need support, but standard support, particularly level one or level two, helps you handle common issues. The solution doesn't require daily, weekly, or monthly maintenance because Genesys engineers take care of that. It could be a different concept, but Genesys Cloud doesn't need maintenance right now.

My advice to anyone who wants to implement Genesys Cloud is that it's reliable and scalable. It has a robust infrastructure that frees the customer from hardware. Genesys Cloud is also a complete omnichannel solution that allows you to give attention to your customers. You can have blended agents through Genesys Cloud, who can receive inbound calls and other forms of communication, for example, from digital channels, such as WhatsApp, web chat, web messaging, and social media networks, such as Facebook, Twitter, and Instagram. On Genesys Cloud, you also get quality management and workforce management functions that empower the platform to deliver better service to your customers while also giving better employee experience, so it's a win-win for both sides, better customer experience and employee experience.

I'd rate Genesys Cloud as nine out of ten.