Genesys

The usual use cases for Genesys Cloud CX  that I mostly work with involve a contact center application. We use telephony, voice channels, WhatsApp channels, and all these services. Our client is a healthcare system that provides healthcare systems and has partners around the world, including doctors. When they are operating or working on anything, they need to have some consultant call Philips so that they can operate the healthcare systems provided by Philips. Based on the SLA requirement between Philips and the hospital, they considered Genesys Cloud CX  as the best choice out of all the contact centers they have.

The features and capabilities of Genesys Cloud CX that I have found most valuable so far include its omni-channel support. We don't need to configure anything because by default, it will provide support for voice, text, SMS, emails, and all these services. The important thing is we don't need to manage any infrastructure. We have the option to have a private contact center, but most of the infrastructure is managed by Genesys itself. We just need to buy their service and use their licenses to access those particular services.

Improvements in Genesys Cloud CX, from my perspective as our client is a healthcare system with an SLA with their partners, are necessary since we faced an outage due to AWS . Genesys Cloud CX is hosted on the AWS  environment, and if there's an issue on AWS or any outage, there is no other alternative provided by Genesys. We need to rely on a third-party system such as Microsoft or carriers during outages. They need to expand their cloud providers and consider different solutions so that if there's any outage, it doesn't happen in all regions. They might configure a secondary region as a backup, which could help. I am not exactly sure how they resolve that particular issue, but we faced this issue recently.

Currently, the AI-driven tools in Genesys Cloud CX have not helped us in personalizing customer engagement. I know Genesys provides some services with Genesys Cloud AI, but we have never used that. However, we use bot flows, especially the Digital Bot flow that they have changed to, to automate customer engagement. We use it to send automated emails in response to common questions we receive from customers, based on pre-built responses in the system.

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

The stability and reliability of Genesys Cloud CX are good, as it can handle multiple agents, numbering in the hundreds or even thousands, located in different parts of the world. However, for the HIPAA instance where we use Genesys as a carrier, we face multiple issues. In that instance, calls are not consistent. When making outbound calls from the US to Europe, there are restrictions. We need to reach out to the Genesys team for assistance, but their response is often delayed, which impacts our business operations. If we want a dedicated team, it would require an extra payment, but our company has decided against that. The common support team we have is slow to respond, taking two to three days or even a week. They are knowledgeable and provide details, but the time taken to reach back to us through the multiple teams involved is cumbersome.

I find Genesys Cloud CX scalable because we do not manage the scalability ourselves. By default, it's a web application, and based on the number of agents in our organization, we need to purchase licenses upfront. Genesys handles all the backend configurations. We have not faced any issues such as system slowness or degraded call quality despite handling over 200,000 calls. Everything works well for us so far, with around 2,000 to 3,000 agents working daily.

I would rate the technical support from Genesys Cloud CX a six or seven since we don't have a dedicated team. Recently, we've been experiencing issues, as Genesys Cloud CX is a web application with many underlying components, including the browser or the PC used. Many agents report not receiving alerts or calls consistently—missing two or three calls out of thirty on a given day. This issue is ongoing, and despite raising several incidents with Genesys, the responses we receive often suggest it's a browser, PC, or network issue, while the problem persists.

Positive

Before using Genesys Cloud CX, we used Genesys Engage, which is an older on-premises Genesys solution. Our project is about moving from Genesys Engage to a cloud solution. I think Genesys Engage stopped support last year or the year before, pushing us to change to the cloud, which is why our company made that decision.

I did participate in the initial setup and deployment process of Genesys Cloud CX. I am part of it, but I don't manage most of the things, such as creating and setting up sites or edge servers. We use our own carrier, Orange Business Services, instead of Genesys carrier. I mostly worked on call setups. We have this Architect tool that allows us to do most of the configuration using drag-and-drop boxes, and we don't need to code specifically unless we want to pull a large amount of data. Genesys Cloud CX APIs have some rate limits that pose challenges. Our contact center handles around 200,000 calls per month. We face issues due to rate limits on data pulling, needing a significant amount of time to retrieve large datasets due to those constraints, but Architect is a very good tool for configurations.

You can consider me as a consultant for Genesys Cloud CX. I work as a support engineer, and we support the Genesys Cloud CX application. Our client uses that particular application, and we support our agents who are working on those systems if there are any issues or bugs and they want any configurations.

The impact of real-time dashboards on my decision-making processes is minimal because we don't use them. As a consultant, my task is to create call flows, design call flows, email flows, or bot flows. Supervisors who manage that particular contact center in their area use those dashboards. Their dashboards provide information such as real-time data on how many calls are active, based on which they can decide how many agents to put on queue or off queue.

The unified interface of Genesys Cloud CX impacts agent efficiency in my organization because they recently changed the UI last month or the month before. Currently, agents are getting habituated to the new interface. However, they just changed the user interface, and everything else in the system settings remains the same, including the naming conventions. I don't think that much impact is felt by the agents.

I don't know the specifics about the pricing and licensing of Genesys Cloud CX. I know there are a few licenses available, some of which are costly, and also, Genesys provides some concurrent licenses. However, I don't handle those details directly; my team lead or my architects take care of them.

I have never utilized Predictive Routing in Genesys Cloud CX.

I would rate this product an eight overall.

Genesys Cloud CX  main use cases are similar to NICE, as it is inbound, outbound, and offers other capabilities including Workforce Engagement Management  and AI, with all their services available in India on AWS  India. We have tied up with them for inbound and outbound calling globally, as we have built a trunk connection with them for whatever is required.

Overall, we are doing pretty good with this platform because of the node available in India, and we have a give-and-take kind of solution as we bundle it with our BYOC platforms globally, making it well set up with them.

From a features perspective, the best features in Genesys Cloud CX  include their advanced and well-organized interface, alongside their copilot and AI features that are excellently placed for the customer. While usage-based models are also available in NICE, we are more familiar with Genesys Cloud CX and have positioned it successfully to our customers.

I have utilized the predictive routing feature in Genesys Cloud CX, which is one of the excellent features, and we are using it regularly in our solution. It has helped to optimize customer interactions as a contact center solution by improving Average Handle Time, and as AHT improves, customer satisfaction and NPS  turn green as a whole for the customer, leading to more business generation for us.

The impact of the real-time dashboards on the decision-making processes is excellent, adding more flavor to the entire solution suite.

AI capabilities are very important for our clients, and these AI-driven tools aid in personalizing customer engagement as we are big users of AI from a Genesys Cloud CX perspective, utilizing features such as copilot for agents and supervisors. Initially, we had hiccups on pricing, but now with token-based pricing introduced, it helps significantly as Genesys promotes the use of free tokens during the evaluation period based on business volume, contributing to further customer satisfaction.

Genesys Cloud CX platform's unified interface has improved agent efficiency a lot; compared to other platforms, it contributes about 40 percent to agent efficiency since agents do not have to toggle between multiple screens, allowing them to focus on the solution and respond to customers effectively.

In terms of improvements for Genesys Cloud CX, I see technical limitations such as the lack of a clear mechanism to access multiple organizations effectively. If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants. Currently, if we have multiple organizations, we must log into each one to troubleshoot, which presents a challenge. Additionally, while people are more flexible compared to other platforms, those are the main improvements I would like to see. Overall, we have excellent collaboration and get the most out of both this platform for our solutioning needs.

I have been working with Genesys Cloud CX for almost four years.

The impact of the real-time dashboards on the decision-making processes is excellent, adding more flavor to the entire solution suite.

Regarding my experience with the initial setup of Genesys Cloud CX, it was excellent and very smooth; we did not encounter any hiccups during the onboarding process, which went very well, with support guiding us throughout, making it an unforgettable event where it felt like we had people helping us deploy a lot of seats for our organization.

In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal. Despite this, all OEMs generally increase prices by 10 percent yearly, which makes turning a significant ROI challenging.

The main benefits that Genesys Cloud CX brings to the table include a unified omnichannel solution similar to other CCaaS  providers and flexibility with the BYOC platform, particularly due to its availability in India. As a VNO partner in India, we have a license to sell and bundle our voice channels, integrating them with Genesys Cloud CX. We buy the Genesys Cloud CX license and combine it with our own numbering schema globally, and we also have our SMS channels listed in Genesys Cloud CX app foundry which increases our revenue share since whenever a customer buys a license, we can promote our app foundry solution alongside, further enhancing our revenue opportunities in the contact center area.

The key differences between Genesys Cloud CX and NICE include that Genesys Cloud CX has a robust UI with simple processes, while NICE has room for improvement, especially concerning partner onboarding. Genesys Cloud CX does not require toggling between multiple systems, as its central repository provides all necessary partner information on a single page. In contrast, NICE's support and learning resources are spread out, which can complicate the user experience.

While all platforms have their pros and cons, the key aspects we check are their deployment speed and pricing. The overall experience matters more than the specific platform, particularly how quickly they can respond during challenges. I would rate this product 10 out of 10.

Positive