A cloud solution that doesn't rain on your parade
Updated June 14, 2024

A cloud solution that doesn't rain on your parade

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We use Genesys Cloud across all our customer-facing departments. It enables these departments to collaborate easily, especially while working from home, dealing with the customer queries efficiently, ultimately giving the customer a better experience.

Pros

  • It's a one-stop-shop, giving our agents the ability to handle all customer interactions in one place.
  • Using multi-channel interactions, customers can connect with us their way.
  • Architect provides a visual platform to create and configure flows and IVRs.

Cons

  • Their Email channel needs further development.
  • The ability for agents to choose different ringtones is necessary in a busy office environment. Unfortunately, the new tones provided aren't much better.
  • Better visual alerting for incoming interactions.
  • GDPR function needs further development.
  • Removed the need for desk phones, PoE switches and other networking requirements.
  • Less tech troubleshooting when things inevitably broke.
  • No hardware to buy, support, update, replace, etc.
I find that I use the Genesys Knowledge Network regularly, to find solutions to the ever-changing business needs
We moved from an old on-prem system that was out of support and very inflexible, but moving to a cloud-based system was a breeze
  • NICE inContact CXone and RingCentral
All-in-one solution of Genesys Cloud vs disjointed RingCentral UC and NICE inContact CC. While RC and NICE had tried to integrate their products, the result was anything but. e.g. User administration required many duplicated tasks in both systems. Genesys Cloud is all in one place.

Do you think Genesys Cloud CX delivers good value for the price?

Yes

Are you happy with Genesys Cloud CX's feature set?

Yes

Did Genesys Cloud CX live up to sales and marketing promises?

Yes

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Other systems we have tried require the use of two apps to work remotely - the telephony desktop app and a softphone. Genesys Cloud has it all contained in one app or even less, if you opt to use the webapp in Chrome.

Genesys Cloud CX Feature Ratings

9.3
Agent dashboard
7
Call forwarding
10
Warm transfer
10
Interactive voice response
10
REST APIs
10
Call scripts
7
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
2
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX

175 - The 175 agents cover around 10 departments. These departments are based on Sales, Account queries, Payments, Tech support, Onboarding and General enquiries
3 - Ideally, we need people with telephony system/infrastructure experience for the overall config and setup. But also people with Customer Service skills, working to improve their telephony system skills.
  • ACDs and IVRs
  • Call recording
  • Agent evaluation
  • Using data tables to determine which prompt to play on any given day
  • Using IVRs and data tables to determine the callers ID and screen pop
  • Chat bots
  • Email
  • Social Media
It just does what we need it to do, and more.

Evaluating Genesys Cloud CX and Competitors

Yes - We migrated away from Avaya Aura as it was old on-prem hardware that was due a refresh. In addition, we also used Nice call recording and it wasn't really fit for purpose
  • Cloud Solutions
  • Scalability
  • Ease of Use
We required a cloud-only, all-in-one solution to enable our agents to work from anywhere, easily and securely.
We certainly wouldn't compromise our criteria and pilot an unsuitable product, wasting time and money on something that didn't meet our expectations

Genesys Cloud CX Implementation

Genesys provided their A team to help up get it up and running
  • Implemented in-house
  • TIBCO professional services
Yes - We concentrated on infrastructure and smaller teams first, then bigger, more ambitious requirements later
Change management was a small part of the implementation and was well-handled
  • Covid-19 lockdowns

Genesys Cloud CX Support

Their support is generally good, except when it's not. Had a couple of instances where the engineer wasn't really interested in digging in to find the cause of the issue but distanced themselves by quoting text from their resource centre of what we already know should be happening
ProsCons
Quick Resolution
Good followup
Kept well informed
Difficult to get immediate help
Need to explain problems multiple times
N/A
At implementation, when they task their big guns to get it right from the start

Using Genesys Cloud CX

It's fairly intuitive and easy to use, from an agent's perspective. The reporting side is a little more taxing
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Basic agent functions, such as making or receiving a call
  • User admin, such as account creation and queue/skill assignments
  • Reporting can be a bit tricky to get to what you need
Yes, but I don't use it

Comments

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