Share your experience using Genesys Cloud CX

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. 

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.