Genesys Cloud CX Reviews

One of the use cases for Genesys Cloud is building and deploying IVR systems.

Genesys Cloud benefits my company because it saves time and is much easier to learn. When I was new to the on-premise solution, Genesys Engage, I found it more complex, even compared to Cisco, and the environment had more components you need to understand. You need to understand the entire architecture and call flow. You need to understand the start of the call, what happens during the call, and map the call to troubleshoot promptly. On the other hand, the call flow on Genesys Cloud isn't as complex compared to the flow on Genesys Engage.

There may be some extra processes happening in the background on Genesys Cloud, but you won't be aware, and you'll know that a specific call goes to a member, then it's routed to the agent. The call flow outline is simple on Genesys Cloud, so the solution is easier to learn.

When troubleshooting on Genesys Cloud, you don't need to worry about logs versus Genesys Engage, which requires extracting logs from each application and reading the logs, which is a frustrating task. It isn't easy for administrators of Genesys Engage. Genesys Cloud has logs, but you don't need to even look at the logs. Genesys Cloud solves the issue without you even needing to report it, but if you notice a problem, you can report it or open a ticket with Genesys support, and support will solve it.

Though I still like some of the features of the on-premise solution, Genesys Engage, what's most valuable in Genesys Cloud is that it's easier to use because everything is already built and existing compared to the on-premise solution that you still have to deploy.

For example, you must ask the Linux team to set up the servers in Genesys Engage. You must start installing the applications from scratch, including every component of Genesys Engage. Because of the pre-installed applications, you don't have to do this in Genesys Cloud. You just have to pay for the services you're using. You're not paying for the whole system or environment, so Genesys Cloud is much cheaper because you only pay for what you use. You don't have to buy the entire solution.

Another valuable feature of Genesys Cloud is drag-and-drop. For example, if you're deploying and developing a new IVR system, it's not complex on Genesys Cloud because you can drag and drop, while the on-premise solution requires you to write Java code and use Composer. On Genesys Cloud, you can use some APIs and do drag and drop to build and complete the IVR system within a couple of hours, versus doing it on Genesys Engage, which takes about a week to complete. Genesys Cloud is more efficient and easier to use and saves time, money, and effort.

I also like that Genesys Cloud is similar to an omnichannel, where you can use different features or services, such as reporting, recording, or chatting. Deploying recordings is easier on Genesys Cloud than on Genesys Engage, where you have to use and integrate a third-party application such as Verint, which is irritating. If there's an issue, you have to open a case with two vendors, Verint and Genesys, so the recording is easier on Genesys Cloud as it doesn't require extra configurations from your side.

The reporting feature needs improvement in Genesys Cloud because compared to Genesys Engage, you can't customize reports on Genesys Cloud. Genesys Engage has more features that allow you to design new reports, such as writing your own SQL. Reporting isn't the best feature of Genesys Cloud and could be improved.

Another area for improvement in Genesys Cloud is customizing applications based on customer needs. You can do this on Genesys Engage, but application customization isn't possible on Genesys Cloud. A cloud solution is similar to a black box with a limitation to customizing or changing applications. Not every customer has the same needs, though, so this limitation needs improvement in Genesys Cloud.

For example, a customer could need more complex scheduling or workforce management. Some customers may need more reports. Some could require a callback feature. Being able to customize according to needs hasn't been fully introduced into Genesys Cloud yet, though the solution is improving daily. At some point, Genesys Cloud will become even better than the on-premise solution, but it would need time to reach that point.

My company is migrating to Genesys Cloud, so I've used the solution for four months.

In a way, Genesys Cloud is stable. Sometimes you have some issues with voice. On the on-premise solution, switching to other servers can resolve this voice issue within ten minutes. However, when the problem happens on Genesys Cloud, it turns into a hard block or results in a very tight SLA if Genesys doesn't realize the issue instantly. It could take my company either a few minutes or months to investigate and raise a ticket for that issue. Hence, it's critical for Genesys to notice and resolve it immediately. However, this doesn't happen that often, and Genesys support can usually fix it.

Genesys Cloud is very, very scalable that you can use it in a call center with a thousand agents, for example.

Technical support for Genesys Cloud is a nine out of ten for me, though it would still depend on the case. My company hasn't faced complex cases related to Genesys Cloud. On the on-premise solution, however, some issues have been complex, and tickets have remained pending for a month, but that didn't happen with Genesys Cloud.

Positive

My company previously used the on-premises solution from Genesys called Genesys Engage. Still, it's migrating to Genesys Cloud now and using the Amazon Cloud solution, which is better when compared to the on-premises solution.

Not all my customers use Genesys Cloud, though, because some use Amazon Connect, a cloud call sensing application. In contrast, another customer used Avaya and then switched to Cisco because the customer found Cisco easier to use for both engineers and agents.

Setting up and deploying Genesys Cloud isn't complex. You can complete the process within two hours. You create an agent, and a number, then assemble the IVR system. The older solutions required an entire team to do this or a single person who takes a week to complete the process, but on Genesys Cloud, you can do it through a single person in two hours. It isn't as complex as it used to be.

Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support.

As I'm part of the technical team, I don't have information on the exact pricing or costs for Genesys Cloud, but I know it will be more affordable than the old on-premise license.

My company uses Genesys Engage, the on-premises solution, with two years of experience, but it is currently migrating to Genesys Cloud.

My company is a Genesys partner, so whenever I have a Genesys Cloud issue or open a ticket, I open it as a partner.

Genesys Cloud is deployed on Amazon or AWS Cloud, and my company has servers at the data centers, so deploying and troubleshooting server issues is my company's responsibility. If there's a server issue, figuring out the issue and troubleshooting lies with my company. I open a case with the Genesys support team for Genesys Cloud issues, and support will solve the issue. My company pays for Genesys support, so this helps save on effort because I don't have to troubleshoot and involve multiple teams. You only need one team, the development team, and for other troubleshooting steps, it's Genesys who'll cover it.

One engineer can deploy Genesys Cloud. Another engineer can design the IVR system and create the agent skills and access groups, which is more complex, so it could take eight hours to complete. In reality, two engineers would be enough for Genesys Cloud deployment.

Maintaining Genesys Engage requires a team of twenty or more, but maintaining Genesys Cloud only requires five people.

Everyone's going cloud right now, so my company is migrating to Genesys Cloud, the same as other companies do, so usage of the solution is extensive.

I advise anyone looking into implementing Genesys Cloud to start with learngenesys.com or Genesys University to get more information about the product. The documentation for Genesys Cloud is much easier to understand, and the product is explained well on the website, so it's not difficult to learn. It would be best if you started with that, then tried implementing Genesys Cloud in a lab environment before deploying it on the call center. Watch the videos and read the Genesys Cloud documentation first.

My rating for Genesys Cloud is eight out of ten because there's still room for improvement, but it's usable.