Genesys Voice Platform [EOL] Reviews

Genesys Voice Platform is a voice solution. It's used to house media files and control things like music on hold, music on cue, and to distribute the resources as calls come in. It's part of an orchestration platform.

We're using version 8.5. The solution is deployed on-premises.

There are about 20 people using this solution on my team. We also have call center agents. When a customer calls in, the agent answers the customer. Globally, there are tens of thousands of people that use Genesys.

The resource managers and the MCPs that are deployed with this solution are the most valuable features. The MCP is the Media Control Platform.

This is primarily a large market solution, so I would like it to be more compatible with mid-markets and with Genesys Cloud.

I upgrade the solution based on business requirements. If the business comes back to me and says, "We need a certain feature" and Genesys has it available on a future release, then I'll update it. If not, then it's not something I concern myself with.

I have used this solution for eight years.

The solution is very stable.

There are no issues with scalability.

I would rate technical support as 4.5 out of 5.

Based on the urgency, they reply very quickly. Technical support is very knowledgeable, and they do a good job.

Setup is complex. On a scale of one to five, I would rate the complexity as a four.

The amount of time it takes to deploy depends on how many of the components you want to use. Do you want to use the entire suite or just a couple of components? It also depends on functionality. Genesys is very customizable, so you can decide how much you want to fine-tune the functionality or if you want everything to be active right away. You have to go through different tests. 

To do one deployment, it takes about six hours.

It's definitely worth the price. You don't get direct value from having good customer service, but if your customers are happy, then you're going to get more services from them. Genesys Voice Platform is very stable. Regardless of the price, it's going to do its job. Your clients and customers are going to be happy when they call in. The platform is going to work, and that will result in better business for you.

I would rate this solution as nine out of ten. It does everything we want it to do, and it does it very well. It's very stable. It's complex in deploying and in troubleshooting, so it takes time to troubleshoot and isolate any issues.

We chose Genesys because of the customization ability. It lets us be very granular in how we customize the solution with the features we want. We can fine-tune it to meet our exact needs. If we don't want something, we can turn it off so that it exists in the back end but nobody can use it. It's very customizable and user-friendly.

My advice is to really understand what kind of customer and agent experience you're looking for. There are probably cheaper solutions that don't offer as much support from the vendor or the ability to customize. Depending on your needs, you might not need to customize very much.

We use Genesys Voice Platform for contact centers as a whole contact center solution from the IVR (Interactive Voice Recognition) to the agent desktop and reporting.

What I like most about Genesys Voice Platform is its stability. It's also easy to configure, and it's a flexible product. Flexibility is more important than stability. For example, there's a strong competitor of Genesys Voice Platform in the market with the same level of stability. Still, it isn't that flexible, so you may be unable to create custom applications, and you won't be able to provide your customer's needs. On the other hand, Genesys Voice Platform is flexible and customizable, so flexibility is its most valuable feature.

Genesys Voice Platform needs to bring back the multicloud platform similar to a cloud solution on-premise. My organization was excited about the multicloud and was planning to switch to it, but then Genesys announced that it would no longer be available or supported.

I used to work in a bank in Turkey, and because of some banking regulations, you cannot use cloud platforms such as Google Cloud or Amazon, so the workaround is using a multicloud platform.

Genesys Voice Platform needs to be available on a multicloud platform, and that's an area for improvement.

Documentation for the product also needs improvement. It needs to be complete, and when you search on Google, for example, you can only find so many resources.

As a developer, I was trying to implement and customize the agent desktop and needed more information. Still, I didn't find it on the existing documentation for the Genesys Voice Platform. It only pointed out some technical issues and solutions, but the information provided needed to be better, which is why sometimes, it takes time to create custom integrations and applications. The documentation that talked about developing custom applications needs improvement as well.

I want to pay more attention to the predictive routing feature of Genesys Voice Platform because it's very nice, but I need to check it out first. Otherwise, Genesys Voice Platform is a solid and good product.

I've been using the Genesys Voice Platform for almost eleven years.

Genesys Voice Platform is one hundred percent stable, and though no product can be stable forever, Genesys Voice Platform is generally stable.

Genesys Voice Platform is a scalable product.

The quality of support for the Genesys Voice Platform depends on your Genesys partner. I used to work with banks and telecommunication companies, and my organization had a Genesys partner handle the support, so it depends on your partner. If your partner is good, experienced, and proactive, you'll receive good support for the Genesys Voice Platform.

My organization had a very, very good Genesys partner, so I was comfortable with support. The support was responsive and experienced that your issues get resolved at the first level. I don't recall an experience where support responded late to my concern. The support is good, but it would depend on your partner. I didn't get the chance to evaluate direct support from Genesys because my organization worked with a partner, but based on my experience, it's a four out of five. It's not perfect, but it's good.

The initial setup for Genesys Voice Platform isn't as straightforward, mainly because it's very strong as a product. It can be a little bit challenging to set up  the Genesys Voice Platform.

I'd rate its setup as three on a scale of one to five, but it still depends on your experience.

In terms of licensing, Genesys Voice Platform isn't open-source. Genesys has some resources available to the public, but as a product, Genesys Voice Platform requires a license. You need to register and pay for the training to gain access.

I know that Genesys Voice Platform is an expensive solution, and it's more for large-scale companies. For example, small contact centers with thirty to fifty agents don't use Genesys Voice Platform because of the setup and the license requirements. It's expensive, and only large-scale companies use the product more. Genesys bought PureConnect, so small-scale clients who find Genesys Voice Platform expensive can use PureConnect.

SMBs can still use Genesys Voice Platform, but generally, the product is for large-scale clients because SMBs prefer very cheap solutions in the market rather than expensive solutions such as Genesys Voice Platform.

The most significant competitors of Genesys Voice Platform are Cisco and Avaya. There are other competitors, but most are for telecoms, not as contact center solutions as a service. Other competitors aren't as strong as Genesys Voice Platform when providing solutions for contact centers.

Genesys Voice Platform is more customizable, flexible, and powerful because of features such as agent desktop application, IVR customization, etc.

My organization is a partner of Genesys Voice Platform.

My first advice to anyone looking into using the Genesys Voice Platform is to either have knowledge or experience with the product or have a great partner. The first time my organization created a Genesys Voice Platform environment, the partner wasn't good enough. The project had issues and failed, so it's essential to have a good Genesys partner or an experienced Genesys consultant.

My second piece of advice is to be careful about the pricing because Genesys Voice Platform has different licensing and pricing options, so you need to evaluate each option if you don't want cost-related problems.

A rating of eight is fair enough for Genesys Voice Platform.