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.
Genesys
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Omnichannel contact center has supported global healthcare calls and improves SLA-backed support
What is our primary use case?
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been working with Genesys Cloud CX for the past three years.
What do I think about the stability of the solution?
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.
What do I think about the scalability of the solution?
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.
How are customer service and support?
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.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
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.
How was the initial setup?
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.
What about the implementation team?
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.
What other advice do I have?
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.
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)
Real-time analytics enhances decision-making through improved visibility
What is our primary use case?
I am a business analyst, so I tend to be implementing Genesys in various businesses.
What is most valuable?
Genesys offers many improvements across the piece. Generally, all of them improve somehow, especially if you move from legacy solutions. The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
Additionally, the integration capabilities are very good because it is API-based and offers prebuilt integrations. The speech analytics and customer sentiment analysis are ongoing projects.
What needs improvement?
Their WFM product is still pretty immature. Generally, it's good. I can't think of anything off the top of my head that needs improvement without checking further.
For how long have I used the solution?
I have worked with Genesys on and off for over 20 years.
What do I think about the stability of the solution?
Genesys is brilliant concerning stability. There have been no problems with scalability, and I have never seen it go down.
What do I think about the scalability of the solution?
The scalability of Genesys is excellent. I have never experienced issues with it.
How are customer service and support?
Genesys support is very good. I have worked with them for implementation, and they have been reliable.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have worked with Cisco, Microsoft, Avaya, and Verint.
How was the initial setup?
The deployment process can vary. We started by onboarding business units with simpler requirements first, followed by complex integrations. The setup involves aligning with different partners' methods, typically between nine to 18 months.
What about the implementation team?
The current project has a core team of about fifteen, with additional matrix business users and supplier teams. The number of resources varies across projects.
What was our ROI?
The realization for Genesys is mid-implementation yet past implementations have shown benefits such as global MI, secure payments, and working remotely.
What's my experience with pricing, setup cost, and licensing?
Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.
Which other solutions did I evaluate?
Cisco, Microsoft, Avaya, and Verint are solutions I have worked with.
What other advice do I have?
Before adopting Genesys, consider your working model and core stack. Certain features or products might suit specific needs better.
Overall, I rate Genesys a nine out of ten. I have completed over 50contact center deployments.
Genesys is a great work tool
What do you like best about the product?
the practicality of the platform and it is very comfortable to work with
What do you dislike about the product?
some of the updates and their interaction with other clients
What problems is the product solving and how is that benefiting you?
the comunicattion with new clients and possibles work efficency
Enhanced customer interaction with integrated CTI improves service operations
What is our primary use case?
We primarily use Genesys Cloud CX for handling customer service operations, where agents receive calls directly through the platform, manage cases, and ensure consistent communication with customers.
How has it helped my organization?
It has improved customer interaction by integrating CTI directly into our IT systems.
What is most valuable?
The integration of CTI within the IT system is a particularly valuable feature.
What needs improvement?
There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions.
For how long have I used the solution?
I have approximately two to three years of experience working with Genesys Cloud CX.
What do I think about the stability of the solution?
The stability of the solution is rated highly at nine out of ten, indicating that it's generally reliable.
What do I think about the scalability of the solution?
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
How are customer service and support?
I don't have personal experience with contacting technical support, so I can't comment on that.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Before Genesys Cloud CX, we were involved in a migration program, and Genesys Cloud CX was the chosen solution to replace the previous system.
How was the initial setup?
The initial setup was not too complex, and the deployment was effectively managed within two sprints, approximately two months.
What about the implementation team?
We used a third-party implementation team to assist with deployment.
What's my experience with pricing, setup cost, and licensing?
Pricing feedback suggests that it is less flexible compared to AWS. Overall it's affordable, as indicated by a pricing rating of four out of ten.
What other advice do I have?
Based on my experience, I would recommend Genesys Cloud CX to others as it effectively performs its intended function.
I'd rate the solution eight out of ten.
Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers
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?
Positive
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.
An omnichannel solution that helps with workforce management and quality assessments for recordings
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)
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