What is our primary use case?
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.
How has it helped my organization?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
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.
What do I think about the stability of the solution?
It's quite stable. I've faced downtimes but most of the time it's quite a stable product.
What do I think about the scalability of the solution?
We have around four to five clients working with this solution.
How are customer service and support?
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.
How would you rate customer service and support?
What's my experience with pricing, setup cost, and licensing?
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.
What other advice do I have?
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.
Disclosure: My company has a business relationship with this vendor other than being a customer: customer/partner