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Manan Gupta - PeerSpot reviewer
Management Consulting Analyst at a consultancy with 10,001+ employees
Real User
Top 10
Offers excellent scalability and is user-friendly
Pros and Cons
  • "Its comprehensive single application includes everything from reporting to IVR and workflows."
  • "One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

What is our primary use case?

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.

How has it helped my organization?

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.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

I have been working with Genesys Cloud CX for three years.

What do I think about the stability of the solution?

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.

What do I think about the scalability of the solution?

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.

How are customer service and support?

Genesys support is reliable and responsive. I would rate them as a ten out of ten.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

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.

How was the initial setup?

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.

What's my experience with pricing, setup cost, and licensing?

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.

What other advice do I have?

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.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner
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Product Manager at a computer software company with 5,001-10,000 employees
Reseller
Top 20
An omnichannel solution that helps with workforce management and quality assessments for recordings
Pros and Cons
  • "The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
  • "The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

What is our primary use case?

We use the solution for workforce management and quality assessments for recordings. 

What is most valuable?

The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal.

What needs improvement?

The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies.

For how long have I used the solution?

I have been using Genesys Cloud CX for twelve years.

What do I think about the stability of the solution?

I rate the solution's stability a ten out of ten, with a 100 percent uptime in all regions within the cloud for the last year.

What do I think about the scalability of the solution?

The tool's scalability is phenomenal. 

How are customer service and support?

In the South African region, customer service response time may be influenced by the small percentage of customers, leading to longer wait times for change requirements.

How would you rate customer service and support?

Positive

How was the initial setup?

Setup is straightforward with a rapid deployment methodology, but customization can add complexity.

What's my experience with pricing, setup cost, and licensing?

I rate Genesys Cloud CX's pricing a one out of ten. 

What other advice do I have?

I rate the tool an eight out of ten. 

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Amazon Web Services (AWS)
Disclosure: My company has a business relationship with this vendor other than being a customer: Reseller
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