Genesys Cloud CX Reviews

We completed a year-long RFP process comparing multiple vendors. We found the Genesys account team to be the most ethical and honest, often scoring themselves lower or marking features as not available, even when they had them. In contrast, other vendors typically scored themselves higher or took credit for features that you could build yourself using an API but did not inherently have.

The other four reasons include their API-first approach, which we found to be the most developer-friendly with the most customizable features.

The reporting package in Genesys is very lacking by default. It wasn't until we were far into the project that we learned about A3S. This should be the default reporting package, not an add-on solution. A3S has all the features you'd expect from the base reporting platform for a major enterprise-sized contact center platform.

What I like best about Genesys Cloud CX is its ability to seamlessly integrate multiple communication channels, enhance efficiency through AI and automation, provide deep insights through advanced analytics, and offer a user-friendly, scalable, and reliable platform. These features collectively contribute to a superior customer experience and optimized contact center operations.

While Genesys Cloud CX is a powerful and versatile contact center solution, its high cost, complex initial setup, steep learning curve, occasional performance issues, limited customization for smaller businesses, and integration challenges are areas where there is potential for improvement. These factors can affect the overall user experience and may require businesses to invest in additional resources and support to fully leverage the platform's capabilities.

Advanced Analytics and Reporting. The powerful reporting and analytics tools provide deep insights into customer interactions, agent performance, and overall contact center metrics. These insights are invaluable for making data-driven decisions, identifying areas for improvement, and optimizing operations. The ability to generate detailed, customizable reports helps in continuously enhancing the customer experience.

Our company has been using Genesys Cloud for around 7 years, our experience has been positive. Some of the main featurs that stand out for us are,

The Ease of Use, Genesys is with its user-friendly interface allows ours agents to naviagte with ease, from running reports, to transfering to agents, ACD queues.

easy to use, scalable and fast implementation, most of the modern capability for contact center is available and lots of integrations to choose from.

we have small contact center to other countries and pricing is somehow making the most hardest thing will alwasy face.

coming from an on-prem set up which have limited capabilities, switching to genesys cloud cx really open our borders on finding different ways on serving our customer, from self service capabilities, crm integrations and of course it lessen our maintenance cost.

With Genesys Cloud CX, we are able to make our customers happier. We can meet our TAT. Response of our engineers have been improved verbally and technically. We ca pull in reports and make dashboard using the data. Customer can approach us easily and we can give them response on time. We are happy, customers are happy and management is happy too. Tech support guys are knowledgable and resolv our issues if we stuck somewhere very qucikly.

I can not dislike Genesys Cloud CX. When we integrate this in our product, our customers are getting more happier and our process is also getting smoother, so we just love this product.

Earlier it was becoming very cumbersome for managers to track what engineers are telling to customer and how much time he is taking in their response.

There are clear connections. There are external features to allow Skype to be more than a video platform - enhancing communication within the business. This product has a proven track record.

Due to the rise of zoom and teams, less people are considering Skype. It likely requires a rebranding and fresh marketing element to place it back into the market.

We use it for international communications - scheduling meetings with individuals/groups easily. People are less likely to shy away from it due to time restrictions and heavy costs of other platforms.

I love how easy it is to implement changes!

There is not a great WFM platform. I hope they make it more robust in the future

Implementing

The ability to have all communication methods in one centralized location.

Trouble getting email to function the way our business needs it to.

Helping us be available for our customers.

Genesys Cloud has grown and continues to grow with new and exciting features being added on a continuous basis. It has turned into a very versatile platform with many out-of-the-box integrations available, along with the ability to integrate with pretty much any system via API. Their recent focus on AI has been beneficial and their roadmap for it is intriguing.

The UI, especially with Architect (the call flow building tool), is extremely intuitive and makes it easy to build and understand complex call flows. They have simplified Bot building for voice and digital channels in the same tool used to build call/messaging/etc. flows.

All in one platform that is very user friendly.

At the moment there is nothing that I do not like.

Bringing multiple systems into one.