Genesys Cloud CX Reviews

Genesys Cloud CX is a CTI tool designed for contact center operations, previously resembling Cisco and allowing for softphone technology so you can call customers. I had a call center and also digital shops to connect, and Genesys Cloud CX provided me the opportunity for an omnichannel approach and strategies for contacting and navigating with users.

For instance, when a user was connected to our web page, we received notifications because they were identified as a lead, and we had the information displayed in our CRM, Salesforce, showing that they were currently active on our web page. This prompted us to call them via Genesys Cloud CX, and it included chat and video calls with screen sharing capabilities.

As the product director in the company utilizing this tool, we made Genesys Cloud CX the owner of communication within our customer domain, covering all aspects of customer interaction, except for marketing automation still managed through Salesforce. Everything related to contacting the customer was managed with this tool. The agents speaking with customers, as well as managers and PMs using campaigns, benefited significantly from this tool, providing standardized processes through functionalities like scripters for call centers.

It was a two-way platform for gathering information since we could highlight details for agents to communicate while also automatically collecting information via an AI chatbot listening to conversations and making notes for the CRM regarding discussions. Although Genesys Cloud CX is one of the more expensive tools on the market, its integration with AWS and a native connection with Salesforce justified its costs.

When I referred to flexibility with interactions, I specifically meant predictive routing and the ability to switch between queues. This feature is essential, as many software options propose call direction through an IVR, but Genesys Cloud CX allows us to create dedicated services to gather information from diverse environments.

We could utilize the fact that an agent could view the customer's engagement on our web page, and we also obtained data from the CRM to further support our interaction strategy, even applying skills to agents in terms of language or specific product knowledge. For instance, when we sold cars, we identified agents with expertise in brands like Renault or Ferrari. If a prospect calling in has a particular need, predictive AI routes the call to the most suited agent.

This connects to predictive solutions since it is essential to differentiate machine learning from AI. In my view, the IVR involved more machine learning, analyzing the effectiveness of its guidance and directing interactions as needed. The longer the IVR learns, the more effective it becomes by evaluating agent availability and directing calls to agents based on their skill levels, known in Genesys Cloud CX as the bull's eye approach, to ensure calls reach the most capable agents.

Regarding scripters, I should clarify that Genesys Cloud CX dashboards provide real-time data, showing call counts, satisfaction levels, and pending interactions in the queue. Agents can see their workload and know when to take breaks, with managers benefiting from comprehensive team management. We also created dashboards tailored for point-of-sale locations managed by Genesys Cloud CX, and overall, we have been very satisfied. However, I should note that the dashboards are somewhat basic in functionality, making it challenging for an agent to build visually appealing dashboards compared to other market solutions where drag-and-drop features are simpler.

My overall experience with Genesys Cloud CX has been positive but should be seen in perspective, as nothing is purely black or white; there are shades of gray. While the metrics and system capabilities reflected success, our goal in implementing Genesys Cloud CX was to standardize processes. Thus, we faced challenges related to change management due to the tool's complexity. It required extensive training, especially for predictive elements, because it is a business-class tool not suited for everyone and often demands several months of training.

I have over two years of experience in the relevant field.

Genesys Cloud CX is indeed scalable, yet it requires pre-existing infrastructure preparedness. We achieved notable success implementing Genesys Cloud CX during COVID when home offices were necessary, leading to improved KPIs in customer satisfaction. We decided to extend the solution to points of sale, but encountered hardware limitations. Implementing Genesys Cloud CX and Salesforce necessitated updating our laptops to meet system requirements for optimal performance, confirming that while scalable, it involves considerations beyond just the software.

I did not work directly with Genesys Cloud CX support, as we relied on an integration partner for bug fixes and technical issues. Around 95% of bugs were handled at integrator level, and we faced challenges when issues were escalated to Genesys Cloud CX, as we were a smaller company with limited influence. Often, we encountered difficulties in receiving prompt responses, especially when highlighting desired functionalities between Salesforce and Genesys Cloud CX for future releases.

I cannot recall the name of the older tool we used, but it is important to note that we benchmarked the market before implementing Genesys Cloud CX. Major competitors included Zendesk along with other significant brands, and we opted for Genesys Cloud CX because of its versatility and capabilities as a toolbox, allowing us to tailor it to our needs.

I want to share that, although I cannot disclose specific documents, we spent approximately €200,000, converted from Zloty, on developing Genesys Cloud CX. Previously, we used a very outdated calling system from the nineties and established metrics with Power BI regarding flow management and qualitative KPIs. After implementing Genesys Cloud CX, we achieved a 97% call response rate compared to 80% with our previous self-service software. We also conducted customer surveys to assess perceived improvements in their call center experience, which rose from three stars to 4.2.

There are prerequisites that need to be fulfilled. If these requirements are met, Genesys Cloud CX is straightforward to implement, particularly when seeing it as a SaaS offering and purchasing numbers directly. However, for a larger business like ours, which had over two hundred unique phone numbers for different traffic sources, migrating numbers to Genesys Cloud CX involved complexities and could take up to sixty days, along with increased communication costs. I would rate this product a 9 out of 10.

The usual use cases for Genesys Cloud CX that I mostly work with involve a contact center application. We use telephony, voice channels, WhatsApp channels, and all these services. Our client is a healthcare system that provides healthcare systems and has partners around the world, including doctors. When they are operating or working on anything, they need to have some consultant call Philips so that they can operate the healthcare systems provided by Philips. Based on the SLA requirement between Philips and the hospital, they considered Genesys Cloud CX as the best choice out of all the contact centers they have.

The features and capabilities of Genesys Cloud CX that I have found most valuable so far include its omni-channel support. We don't need to configure anything because by default, it will provide support for voice, text, SMS, emails, and all these services. The important thing is we don't need to manage any infrastructure. We have the option to have a private contact center, but most of the infrastructure is managed by Genesys itself. We just need to buy their service and use their licenses to access those particular services.

Improvements in Genesys Cloud CX, from my perspective as our client is a healthcare system with an SLA with their partners, are necessary since we faced an outage due to AWS. Genesys Cloud CX is hosted on the AWS environment, and if there's an issue on AWS or any outage, there is no other alternative provided by Genesys. We need to rely on a third-party system such as Microsoft or carriers during outages. They need to expand their cloud providers and consider different solutions so that if there's any outage, it doesn't happen in all regions. They might configure a secondary region as a backup, which could help. I am not exactly sure how they resolve that particular issue, but we faced this issue recently.

Currently, the AI-driven tools in Genesys Cloud CX have not helped us in personalizing customer engagement. I know Genesys provides some services with Genesys Cloud AI, but we have never used that. However, we use bot flows, especially the Digital Bot flow that they have changed to, to automate customer engagement. We use it to send automated emails in response to common questions we receive from customers, based on pre-built responses in the system.

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

The stability and reliability of Genesys Cloud CX are good, as it can handle multiple agents, numbering in the hundreds or even thousands, located in different parts of the world. However, for the HIPAA instance where we use Genesys as a carrier, we face multiple issues. In that instance, calls are not consistent. When making outbound calls from the US to Europe, there are restrictions. We need to reach out to the Genesys team for assistance, but their response is often delayed, which impacts our business operations. If we want a dedicated team, it would require an extra payment, but our company has decided against that. The common support team we have is slow to respond, taking two to three days or even a week. They are knowledgeable and provide details, but the time taken to reach back to us through the multiple teams involved is cumbersome.

I find Genesys Cloud CX scalable because we do not manage the scalability ourselves. By default, it's a web application, and based on the number of agents in our organization, we need to purchase licenses upfront. Genesys handles all the backend configurations. We have not faced any issues such as system slowness or degraded call quality despite handling over 200,000 calls. Everything works well for us so far, with around 2,000 to 3,000 agents working daily.

I would rate the technical support from Genesys Cloud CX a six or seven since we don't have a dedicated team. Recently, we've been experiencing issues, as Genesys Cloud CX is a web application with many underlying components, including the browser or the PC used. Many agents report not receiving alerts or calls consistently—missing two or three calls out of thirty on a given day. This issue is ongoing, and despite raising several incidents with Genesys, the responses we receive often suggest it's a browser, PC, or network issue, while the problem persists.

Positive

Before using Genesys Cloud CX, we used Genesys Engage, which is an older on-premises Genesys solution. Our project is about moving from Genesys Engage to a cloud solution. I think Genesys Engage stopped support last year or the year before, pushing us to change to the cloud, which is why our company made that decision.

I did participate in the initial setup and deployment process of Genesys Cloud CX. I am part of it, but I don't manage most of the things, such as creating and setting up sites or edge servers. We use our own carrier, Orange Business Services, instead of Genesys carrier. I mostly worked on call setups. We have this Architect tool that allows us to do most of the configuration using drag-and-drop boxes, and we don't need to code specifically unless we want to pull a large amount of data. Genesys Cloud CX APIs have some rate limits that pose challenges. Our contact center handles around 200,000 calls per month. We face issues due to rate limits on data pulling, needing a significant amount of time to retrieve large datasets due to those constraints, but Architect is a very good tool for configurations.

You can consider me as a consultant for Genesys Cloud CX. I work as a support engineer, and we support the Genesys Cloud CX application. Our client uses that particular application, and we support our agents who are working on those systems if there are any issues or bugs and they want any configurations.

The impact of real-time dashboards on my decision-making processes is minimal because we don't use them. As a consultant, my task is to create call flows, design call flows, email flows, or bot flows. Supervisors who manage that particular contact center in their area use those dashboards. Their dashboards provide information such as real-time data on how many calls are active, based on which they can decide how many agents to put on queue or off queue.

The unified interface of Genesys Cloud CX impacts agent efficiency in my organization because they recently changed the UI last month or the month before. Currently, agents are getting habituated to the new interface. However, they just changed the user interface, and everything else in the system settings remains the same, including the naming conventions. I don't think that much impact is felt by the agents.

I don't know the specifics about the pricing and licensing of Genesys Cloud CX. I know there are a few licenses available, some of which are costly, and also, Genesys provides some concurrent licenses. However, I don't handle those details directly; my team lead or my architects take care of them.

I have never utilized Predictive Routing in Genesys Cloud CX.

I would rate this product an eight overall.

My main use case for Genesys Cloud CX is for better interaction, which is managed via voice, chat, and routed via an agent. I often use it for interactions, and whenever there are created leads and records, we get notifications on Genesys Cloud CX. We manage all the customers via Genesys Cloud CX itself, which is again integrated with Salesforce.

A quick, specific example of how my team uses Genesys Cloud CX to manage a customer interaction recently involves using a marketing tool called Eloqua, which is the primary tool integrated within Vodafone and Salesforce. We run different campaigns via Eloqua, and if the lead is qualified, we convert them into customers, which are then stored within Genesys Cloud CX. All the follow-ups are managed within Genesys Cloud CX, including tracking negotiations about deal proposals, rejections, approvals, and commercial approvals. Everything we track is done on Genesys Cloud CX itself.

Regarding my main use case or how Genesys Cloud CX fits into my workflow, our main customer relationship management tool is Salesforce. However, it does not have capabilities for direct customer interaction, as Salesforce is integrated within Charter but does not provide a facility to connect directly with customers. In such cases, Genesys Cloud CX serves as an end-to-end route of interaction between customers and our team, helping us prioritize escalations and any major incidents. It can integrate with external applications and assist with post-call automation and data synchronization, ensuring all interactions happening across users are tracked and automated.

In my opinion, the best features that Genesys Cloud CX offers include its predictive capabilities that match customers with specific agents most likely to achieve the best outcome instead of just sending them to the next available agent. It also has skill-based routing, and the architecture is well-organized.

Genesys Cloud CX has positively impacted my organization by ensuring customer simplicity and growth, which are our top priorities. The consolidation is very effective, protecting customer relations and retention metrics, and since we started using Genesys Cloud CX, our retention metrics have been improving daily. We use AI-driven routing to connect with high-risk customers, adding significant value and reducing potential revenue loss. It has zero hardware footprint, being entirely cloud-based, and requires minimal hardware space. This leads to easy upgrades and troubleshooting compared to other tools.

There is always a chance for improvement with all CRM tools, and as of now, I suggest we need advanced customization in the architecture without the code flow. I have worked with Salesforce, which has built a generative AI allowing for complex flows without coding. I want Genesys Cloud CX to have advanced customization in the architecture. A better version control tool can also help track major changes inside large complex routing flows, and introducing a native side-by-side visual code could significantly reduce deployment bugs. Additionally, I would like there to be improvements in screen real estate management so agents handling multiple tasks can efficiently manage their workspace.

I have been using Genesys Cloud CX for more than two and a half years since I joined Vodafone, which is integrated with Salesforce.

In my experience, Genesys Cloud CX is stable, with no downtime or reliability issues encountered to date. Built as a cloud-native platform, it boasts 100% uptime globally while effectively handling failures.

Genesys Cloud CX's scalability is impressive; it efficiently manages increased workloads and user growth without data loss over five years. It continuously monitors traffic and resource usage across different communication channels, allowing for effective management without interfering with performance.

Customer support for Genesys Cloud CX is excellent. I rarely contact them, but when I do have a critical issue, they respond swiftly, often resolving problems within two to three hours. They provide continuous updates, track issues diligently, and ensure similar problems are minimized in the future.

We have seen a very good return on investment using Genesys Cloud CX, achieving growth of 117% this fiscal year, which is beyond our expectations, mainly due to customer retention and onboarding. With AI capabilities, we save substantial time, as calls are summarized and stored securely now, eliminating repetitive interactions and saving between 30 to 50 seconds after every call.

Before choosing Genesys Cloud CX, our organization evaluated other options, such as Salesforce native routing and tools that used a pay-as-you-go model, but we found Genesys Cloud CX to be the best. We considered Amazon Connect and Talkdesk, but positive reviews led us to choose Genesys Cloud CX.

I advise others looking into using Genesys Cloud CX to integrate their CRM system from day one, as Genesys Cloud CX streamlines customer management by eliminating multiple windows. It promotes usage of its unified interface and embedded framework, allowing agents to focus without juggling multiple tabs. My connections in other organizations could also benefit from the intelligent AI built within Genesys Cloud CX, which significantly reduces after-call work and contributes toward increased efficiency. I would rate this product 9 out of 10.

Genesys Cloud CX main use cases are similar to NICE, as it is inbound, outbound, and offers other capabilities including Workforce Engagement Management and AI, with all their services available in India on AWS India. We have tied up with them for inbound and outbound calling globally, as we have built a trunk connection with them for whatever is required.

Overall, we are doing pretty good with this platform because of the node available in India, and we have a give-and-take kind of solution as we bundle it with our BYOC platforms globally, making it well set up with them.

From a features perspective, the best features in Genesys Cloud CX include their advanced and well-organized interface, alongside their copilot and AI features that are excellently placed for the customer. While usage-based models are also available in NICE, we are more familiar with Genesys Cloud CX and have positioned it successfully to our customers.

I have utilized the predictive routing feature in Genesys Cloud CX, which is one of the excellent features, and we are using it regularly in our solution. It has helped to optimize customer interactions as a contact center solution by improving Average Handle Time, and as AHT improves, customer satisfaction and NPS turn green as a whole for the customer, leading to more business generation for us.

The impact of the real-time dashboards on the decision-making processes is excellent, adding more flavor to the entire solution suite.

AI capabilities are very important for our clients, and these AI-driven tools aid in personalizing customer engagement as we are big users of AI from a Genesys Cloud CX perspective, utilizing features such as copilot for agents and supervisors. Initially, we had hiccups on pricing, but now with token-based pricing introduced, it helps significantly as Genesys promotes the use of free tokens during the evaluation period based on business volume, contributing to further customer satisfaction.

Genesys Cloud CX platform's unified interface has improved agent efficiency a lot; compared to other platforms, it contributes about 40 percent to agent efficiency since agents do not have to toggle between multiple screens, allowing them to focus on the solution and respond to customers effectively.

In terms of improvements for Genesys Cloud CX, I see technical limitations such as the lack of a clear mechanism to access multiple organizations effectively. If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants. Currently, if we have multiple organizations, we must log into each one to troubleshoot, which presents a challenge. Additionally, while people are more flexible compared to other platforms, those are the main improvements I would like to see. Overall, we have excellent collaboration and get the most out of both this platform for our solutioning needs.

I have been working with Genesys Cloud CX for almost four years.

The impact of the real-time dashboards on the decision-making processes is excellent, adding more flavor to the entire solution suite.

Regarding my experience with the initial setup of Genesys Cloud CX, it was excellent and very smooth; we did not encounter any hiccups during the onboarding process, which went very well, with support guiding us throughout, making it an unforgettable event where it felt like we had people helping us deploy a lot of seats for our organization.

In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal. Despite this, all OEMs generally increase prices by 10 percent yearly, which makes turning a significant ROI challenging.

The main benefits that Genesys Cloud CX brings to the table include a unified omnichannel solution similar to other CCaaS providers and flexibility with the BYOC platform, particularly due to its availability in India. As a VNO partner in India, we have a license to sell and bundle our voice channels, integrating them with Genesys Cloud CX. We buy the Genesys Cloud CX license and combine it with our own numbering schema globally, and we also have our SMS channels listed in Genesys Cloud CX app foundry which increases our revenue share since whenever a customer buys a license, we can promote our app foundry solution alongside, further enhancing our revenue opportunities in the contact center area.

The key differences between Genesys Cloud CX and NICE include that Genesys Cloud CX has a robust UI with simple processes, while NICE has room for improvement, especially concerning partner onboarding. Genesys Cloud CX does not require toggling between multiple systems, as its central repository provides all necessary partner information on a single page. In contrast, NICE's support and learning resources are spread out, which can complicate the user experience.

While all platforms have their pros and cons, the key aspects we check are their deployment speed and pricing. The overall experience matters more than the specific platform, particularly how quickly they can respond during challenges. I would rate this product 10 out of 10.

I am a business analyst, so I tend to be implementing Genesys in various businesses.

Genesys offers many improvements across the piece. Generally, all of them improve somehow, especially if you move from legacy solutions. The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys. 

Additionally, the integration capabilities are very good because it is API-based and offers prebuilt integrations. The speech analytics and customer sentiment analysis are ongoing projects.

Their WFM product is still pretty immature. Generally, it's good. I can't think of anything off the top of my head that needs improvement without checking further.

I have worked with Genesys on and off for over 20 years.

Genesys is brilliant concerning stability. There have been no problems with scalability, and I have never seen it go down.

The scalability of Genesys is excellent. I have never experienced issues with it.

Genesys support is very good. I have worked with them for implementation, and they have been reliable.

Positive

I have worked with Cisco, Microsoft, Avaya, and Verint.

The deployment process can vary. We started by onboarding business units with simpler requirements first, followed by complex integrations. The setup involves aligning with different partners' methods, typically between nine to 18 months.

The current project has a core team of about fifteen, with additional matrix business users and supplier teams. The number of resources varies across projects.

The realization for Genesys is mid-implementation yet past implementations have shown benefits such as global MI, secure payments, and working remotely.

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

Cisco, Microsoft, Avaya, and Verint are solutions I have worked with.

Before adopting Genesys, consider your working model and core stack. Certain features or products might suit specific needs better. 

Overall, I rate Genesys a nine out of ten. I have completed over 50contact center deployments.

We primarily use Genesys Cloud CX for handling customer service operations, where agents receive calls directly through the platform, manage cases, and ensure consistent communication with customers.

It has improved customer interaction by integrating CTI directly into our IT systems.

The integration of CTI within the IT system is a particularly valuable feature.

There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions.

I have approximately two to three years of experience working with Genesys Cloud CX.

The stability of the solution is rated highly at nine out of ten, indicating that it's generally reliable.

The solution is considered scalable and receives a rating of seven on a scale of one to ten.

I don't have personal experience with contacting technical support, so I can't comment on that.

Positive

Before Genesys Cloud CX, we were involved in a migration program, and Genesys Cloud CX was the chosen solution to replace the previous system.

The initial setup was not too complex, and the deployment was effectively managed within two sprints, approximately two months.

We used a third-party implementation team to assist with deployment.

Pricing feedback suggests that it is less flexible compared to AWS. Overall it's affordable, as indicated by a pricing rating of four out of ten.

Based on my experience, I would recommend Genesys Cloud CX to others as it effectively performs its intended function.

I'd rate the solution eight out of ten.

We are using Genesys Cloud CX for the daily operation of the contact center to manage the incoming calls and transactions in the contact center.

Genesys Cloud CX impacts decision-making by providing a real-time view of operations and enabling more accurate predictions of call volumes.

The most valuable feature for me is the WFM tool. Also, call management is crucial, and I'm considering improving the services through AI.

The cost needs to be improved, and it should be easier to integrate. Also, the technical support provided through third parties needs improvement.

I have been using Genesys Cloud CX since 2018.

The solution is very good and stable.

Scalability is okay, however, sometimes it's not as easy as expected.

The technical support is average. Genesys provides support through technical partners, not directly. This setup is not ideal, and I'd prefer direct support from Genesys.

Neutral

Yes, I was using Avaya before. I switched to Genesys Cloud CX for its capabilities and omnichannel features.

The initial setup has been rated seven out of ten. We faced regular and expected challenges, mainly with integration with other systems.

It is not applicable to us for costing or operational organizational value.

Pricing is rather expensive. Integration capabilities are costly and not easy.

Back in 2018, I evaluated Cisco, Avaya, and Genesys. Now, I would consider Sprinkler.

Others should be aware of the integration, cost, and technical support aspects. I'd rate the solution seven out of ten. 

We provide solutions to customers in industries such as healthcare, banking, consumer electronics, retail, and even telecom. Initially, we provided on-premises Genesys Engage solutions. 

However, three years ago, we switched to Genesys Cloud CX. Since Engage is approaching its end of life, we are no longer proposing on-premises solutions.

Our customers use it for interactive voice response, calls, chat, SMS, and email. These are the channels where we are providing solutions. Our customers use it for support, sales, and similar purposes.

AI functionality within Genesys Cloud CX actually enhances customer service.

AI functionality is built-in. They have intent-based and knowledge-based AI. That actually satisfies almost 90% of the needs of the customer. But if the clients/user want more, kind of generative AI, things like that, then there are a couple of other third-party systems like Kore.ai or Lex. We can integrate Genesys Cloud CX easily.

Genesys Cloud CX has extensive reporting. The workstays are good, but there are a lot of out-of-the-box reports. I have never seen any extra requests for customization on the reports. Some customers ask for a little bit extra, but mostly reporting requirements are covered within the out-of-the-box reports provided by Genesys.

So, the analytics and the reporting tools in Genesys Cloud CX have impacted the decision-making.

Moreover, it is easy for a beginner to learn to use Genesys Cloud CX.

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful. 

The learning curve for any beginner should not exceed four to eight weeks max. Then, he would be able to start working with Genesys Cloud CX. The same goes with Amazon Connect. They also have very good training material, which is very self-explanatory. So if I compare the training, learning parts, and ease of use, Genesys Cloud CX is good.  

The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. 

It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. 

I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. 

Deployment and customization are also easy and straightforward.

Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing.

These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.

Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference. 

But if a customer is more contact-centered and wants a very niche solution for a contact center, Genesys is obviously leading here. 

I've been using Genesys for around 18 years, initially on-premises solutions. My focus recently has been using Genesys Cloud CX to provide solutions for our customers.

It's quite stable. I've faced downtimes but most of the time it's quite a stable product.

We have around four to five clients working with this solution. 

There are multiple points – like during deployments or integrations – where we usually have some queries or need guidance from Genesys support.

The technical support is excellent. They are upfront. Also, it depends on the client. The larger the client, the company likely has better support.  

Positive

The pricing is a bit expensive.

The price is worth it because it is worth it to use Genesys Cloud CX because of its multiple features. The reporting on Alteryx is leading. Their flexibility for complex routing is leading. 

Genesys's integration points with third-party applications are good. So, there are a couple of points where it is worth investing in Genesys Cloud CX. 

If the customer is not in the AWS ecosystem or their applications are not in that ecosystem – if they want a total contact center-oriented solution – then Genesys Cloud CX would be the preference, despite there being a huge investment to get the better solution.

My advice would depend on various factors/requirements: call volume, chat volume, and how big a customer support system you want to implement. Based on that, whether it's a small, medium, or large size, Genesys Cloud CX supports everything. But we have to check the ROI part as well. 

If you're just implementing it for five agents and are spending a huge amount on Genesys Cloud CX, it might not be beneficial. If you have very simple requirements for call routing and basic reporting, then I would suggest going for cheaper solutions, like Amazon Connect or Five9.

But if you want a very contact center-centric solution where you have a medium to large contact center, with complex routing, heavy reporting, and workforce management – a lot of factors come into the consolidation – then Genesys Cloud CX would be the preferred solution where you will get the ROI on the solution.

Based on the level of flexibility, overall features, and functionalities, I would rate Genesys Cloud CX somewhere around nine out of ten, with ten being the best. 

My primary use case for this solution is creating a platform to move from an old AVIA platform onto the new Genesys platform and transfer all the agents, strategies, reports, and everything else involved. The platform itself was built by Genesys Professional Services, but we are configuring the platform in its entirety to do what we needed it to do.

The feature I found most interesting was routing. We use the routing feature based on the composer application, which was the top-level Genesys routing component in the on-premises solution. I believe in the cloud they now have a new solution called Designer and in the next few months, I will be looking at migrating some of these composer strategies across to Designer and will find out how easy or difficult that is.

Genesys Cloud could improve by making the configuration quicker and easier because configuring a large environment in the solution does take a long time and that's the problem. Our migration check from AVIA across to Genesys and the related configuration took about ten months, which is a long time when you're trying to turn something live and you want it to be as quick as it can get. I believe that the configuration for the cloud platform is much quicker. Exactly how and why that's been achieved, I'm not sure yet, but I shall be looking at exactly that very soon.

One of the biggest features I think that would be a great help within Genesys itself is some kind of a macro feature that allows you to configure many things at once. Frankly, if you want to create a brand new agent on the platform and configure it yourself, you have to create a login for them on a switch object, you have to create an extension for them to use on that switch object, and you have to create the softphone configuration so that they can use that extension, login, and take calls. The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful.

I have been working with Genesys for over 20 years. However, I used Genesys Cloud in particular for two years up until April this year.

Over the last 20 years, there have been very many instances where Genesys have deployed a new component and it has not always worked as intended. When that happens, you have to work through that with the customer you are dealing with at the time. That can be a process. Otherwise, I would say that the platform is a very stable product.

My impression is that Genesys Cloud is a scalable solution with a straightforward scaling process.

We were using Genesys Cloud support the whole time. When you try and do something a little bit different and you find a problem, you open a ticket with Genesys and they help you resolve your problem. In case there is a bug, they will identify it and ensure that there is a new release as quickly as possible. Our maintenance team is working with Genesys support the entire time.

I would rate their customer support team a 10 because they are responsive. When you raise a ticket, they will reach out within hours, and usually, you will have a solution to the issue within 24 hours. They have a very responsive customer support team.

Positive

The deployment process is very complex. You have to determine which applications you need and the size those applications for the quantity of calls that they will be taking. You then have to configure those applications. The whole process from building the platform and migrating all the agents across onto it and all the calls to go through it took about 10 months, which is, as I say, quite a significant process.

When it comes to this solution and its ROI, every customer I have worked with over the last 20 years has always ended up in a situation where they are very happy with the platform and consider it to be money well spent. Genesys Cloud always does the job that they wish it to do.

Genesys for a long time has always been considered to be very expensive. What we've discovered over many years of using this solution, is that you always negotiate. I don't know anybody that would pay the list price. You always go to Genesys and discuss with them what you are trying to achieve. You discuss the extent of the platform, the number of agents, and all of the features that they need, and you will get an offer from Genesys, which you can then further negotiate if necessary. Nobody pays the list price. The list price is very expensive.

The resulting price of Genesys Cloud can be considered expensive but it is normally competitive with what would be considered to be the competitors in the market.

If you wish to do an implementation of the Genesys product, you would likely need a Genesys partner to help you. If you were a bank for example, or a travel agent or somebody who wanted to implement the platform, then you would need help. I don't think any business that is obviously focused on its business would know enough about Genesys to implement it without help, so you have to keep that in mind as an additional cost right off the bat. My experience has been that although Genesys does occasionally do implementations themselves using Genesys Professional Services, it is recommended that you would always have a Genesys partner as a system integrator who will help you create your platform.

I would rate Genesys Cloud solution a 10. Genesys Cloud is an excellent platform.

I am currently doing an evaluation of both Five9 and Microsoft solutions. With Five9, I have a bit of experience and the Microsoft solution so far does look quite interesting. I view these two products as competitive products to Genesys Cloud.

Next, I will be doing a migration project of Genesys on-premises onto Genesys Cloud. It could be interesting to ask whether or not Genesys Cloud is necessarily the right solution to move to from Genesys on-prem or any other cloud solutions.

The biggest benefit that I give to the Genesys solution is the fact that you can make it do absolutely anything you want. In my experience, there is no restriction on what you can do. For example, you can pick up a call from any kind of media and you can apply any kind of rules and can obtain information from the customer about what they want and who they want. That enables you then to deliver the call to the best possible advisor to help the customer.

This solution is difficult to maintain because you have to be constantly looking at what Genesys is doing themselves. When there is a new release, you have to look at the release notes and decide whether you need that component or whether you can wait for the next one. You need a team that is effectively constantly working on maintaining the platform.

One of the interesting aspects is that we are actually adopting this next phase is integrate with some other cloud features. For example, we are planning to do an integration with some Google translation services from the cloud onto the Genesys on-premises. Genesys is opening up access to other potentially non-Genesys products to be able to use them from your Genesys platform.

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.