Service and Support
Genesys Cloud CX customer service and support are generally praised for being responsive and helpful. Most users find the technical support effective, particularly for cloud issues, though some mention occasional delays and complex on-premise cases. While some regions experience longer wait times, users appreciate the effort in resolving problems promptly. Some prefer direct support from Genesys rather than through partners. Larger clients may receive enhanced support, and overall ratings are high, reflecting reliability and responsiveness.
Deployment
Genesys Cloud CX's initial setup varies in difficulty based on scale and customization. Smaller deployments can be completed quickly, sometimes by one person within hours, while larger or complex setups may take months. Cloud integration simplifies many tasks compared to on-premise systems, but customization can add complexity. Implementations typically require specialists, including professional services consultants or certified engineers. Challenges primarily arise with system integration, and maintenance is often needed for feature expansions or configuration changes.
Scalability
Users express high satisfaction with the scalability of Genesys Cloud CX, emphasizing its robustness for large-scale deployments. Many find it easy to expand without downtime issues. Frequent feature updates indicate continual growth. Users appreciate its ease of scalability and user-friendly nature. While some note minor difficulties, most rate its scalability positively, praising its ability to handle extensive operations, including scenarios with numerous agents. The platform is widely endorsed for reliable and effective scaling capabilities.
Stability
Genesys Cloud CX is praised for stability, benefiting from AWS infrastructure and multiple data centers. Users appreciate its ability to quickly manage server issues, ensuring high uptime and redundancy. Occasional voice issues can occur, but resolution is usually prompt with support. Some note challenges with new component deployments, yet the platform remains reliable. Stability ratings are high, often nine or ten out of ten, reflecting minimal downtime and consistent performance.
