Genesys Cloud CX Reviews

"Genesys Cloud Implementation"

Comments: Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users. We have seen good movement with new capabilities since we moved over to the platform and have confidence that we will continue to be partners with Genesys to continue enhancing the product for years to come.

Pros: The fact that we could move all of our telephony (agents and non-agents) off of an on-premise solution and to the cloud in a very fast period of time was tremendous. The ability to shift all of the support out of IT and into the business has allowed us to optimize our customer's experience in a very agile manner. The buildout of each of the channels has been slow for us due to internal reasons, but we have many capabilities that we never had before moving to Genesys Cloud.

Cons: WEM and reporting are not ideal in Genesys Cloud. Genesys has continued to invest and enhance in these areas, but they have a way to go. Pure Voice and how calls get routed through our virtual edges causes some issues from time to time. We rely on Genesys to help us dive into those issues so that we can understand what causes them and learn to optimize our processes to avoid them in the future. Going through some pains here has taught us a lot but the issues themselves aren't ideal. There have been some data lags when we have tried to access our data through the UI or APIs. This happens more frequently than we would hope for and causes some issues with managing our agents/call centers.

Alternatives Considered: NICE CXone

Reasons for Choosing Genesys Cloud CX: To move away from on premise inflexible solutions to a cloud solution that could retire many different solutions and consolidate us to one. Additionally, to shift the support and ownership of the application out of IT and into the Business.

Reasons for Switching to Genesys Cloud CX: There were a few reasons in regards to security, general functionality, and pre-sales communication/relationships.

"A Cloud like no other"

Comments: The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for. We have lots of potential and it's just a matter of taking advantage of the aspects that make sense for our business.

Pros: I really like not having to perform maintenance. I also like that there are new features on a weekly basis, the ease of use of the UI, and how just about everything you need is already built into the platform.

Cons: A true mobile app is missing, but is on the roadmap. I also wish there was a built-in way to grab all our reporting data without needing our dev team to build their own solution using the API.

Alternatives Considered: 8x8 X Series and NICE CXone

Reasons for Choosing Genesys Cloud CX: It wasn't a contact center solution and there were also reliability issues.

Switched From: 8x8 X Series and NICE CXone

Reasons for Switching to Genesys Cloud CX: It offered a more well-rounded set of features. The outbound dialer was also superior on the Genesys Cloud offering.

"The Purecloud platform has assisted us in revolutionizing the way we do business."

Pros: The user interface reminds me of Apple software in it's simplicity of design and features. The flow of options is easy for new agents to adopt and creates an inviting environment for customer support. The reporting tools are fantastic and the "live" queue overviews is a nice touch. The ability to make changes, publish, and "go-live" all in one screen streamlines call center operations and improves efficiencies and productivity. The overview of user profiles, showing availability, background. skillset, and more improvise time needed to support customers as we have a birds eye view of where everyone on the organization is.

Cons: I hope in time reporting mechanisms can be changes. When pulling queue specific reports i.e. queue summary for a specific week can become challenging if month end is included in that week; example - if pulling a weekly report for week of November 30, 2017 the end of week is December 3, 2017. The report will not show you summary information for the whole week as it breaks it apart into November and January (by month). This make is a manual process to see weekly service levels, abandon rates, and offered calls amongst any other metrics needed. Also, another area for improvement is real time agent performance - you cannot currently see how long an agent has been sitting in after-call-work. Additionally, the availability to have voicemails auto-routes like calls would be a nice feature.

"Genesys Cloud Solution for our Organization"

Comments: Genesys Cloud has greatly improved our flexibility as an organization. With the Covid-19 pandemic we had to quickly configure much of our staff to work from home. Genesys cloud helped make this transition relatively seamless.

Pros: I liked the multichannel capability which allowed us to configure voice, email and chat queues as needed for our different business units. The transition from our former call management system was relatively easy. Feedback from agents indicates the features are user friendly and functionality allows them to be part of the process on many levels.

Cons: We had to work through a number of voice quality issues. Initially the reporting was inadequate but there have been many improvements in this area. There is always the worry that the system will go down and leave us dead in the water but those instances have been minimal so far.

"Not a bad product, but not easy"

Comments: It's more powerful than our Cisco system but we've had much more administrative overhead. A phone should be a phone and software based phones aren't reliable

Pros: Great soft phone support, very tweakable, phone logs are easy to access for every call you don't have to dig for them. It's very customizable. Great for call centers.

Cons: Here are the biggest issues, unlike Cisco hard phones and soft phones are totally separate in how they integrate with the system. You can't run a hard phone and a sip phone and have them both ring. This also means that sharing lines is difficult for users like executive receptionists who deals with some executives on soft and some on hard phones. The phone tree has a few glitches to be aware of, and is difficult to learn so mistakes are inevitable if you make changes in house. Biggest issue is that the soft phone does not automatically change network adapters when connecting to a VPN. This is a big pain point for users who have to constantly switch SIP settings on their toolbar every time they move about.

"Genesys Cloud - Perfect for Contact Center"

Pros: Genesys Cloud allows our staff to make and receive calls from anywhere. The call quality is great and with the WebRTC , we just need a web browser to be online and available for our customers. The interface is easy to use and there are several reports templates to provide historical information for the interactions, performance, queues, etc.

Cons: Genesys Cloud could provide an option to allow users to send the reports by email and also I would like to have more tools for troubleshooting interactions.

"Genesys Cloud Review"

Pros: I like the ability to have so many features all in one solution. This allows us to operate with minimal 3rd party vendors and helps minimise costs

Cons: Initially it was a bit clunky, and it took a while to get here. Right now the only thing I dont like is the cost of the product going up so much.

"The PureCloud Team has gone above and beyond with their customer service."

Pros: The PureCloud product is very easy to use. Navigating through the software is very user friendly and using the "help" features provide a great resource for insight. Reaching out to the community has been a great help for us as well.

Cons: We have based our call centre around part time shifts due to the demand of our business. The pricing model will have to be reviewed for our operations as we continue to grow.

"I am project manager for Customer Care Department and was in charge of PureCloud implementation"

Pros: Easy to implement
Easy to use, really important as part of change managing, end users adopted the solution very quickly
Easily scalable contrary to an on-premise solution

Cons: Reports : a lot of, but finaly same features for most of them. If you want to exploit and analyse data the best way is to add an analytic tool.
Support : not reactive at all, 2 or 3 days for dealing with an issue. That is really long when it affects a callcenter agent who can not doing is job in the meantime. And unfortunately it did not happen just one time.

"EXCELLENT TOOL!"

Pros: It gives us the ability to "phone a friend" when we need help

Cons: I really don't know of any cons of this software

"My experience have been getting better every week with pure cloud."

Pros: Its user friendly, easy to train new users.
Even being an administrator its straight forward to use.

Cons: Reporting requires manual work, multiple reports are generated for each user and they needs to arranged

"A lot of data"

Comments: Overall it has been a learning curve without any formal training, but after a month I had a pretty good idea on what I was looking at.

Pros: We use this program at my company to make sure agents taking calls in the call center are in adherence. We also use it to see deviations in our call volume. The adherence part is color coded and is fairly easy to interpret. The call volume part is a lot of data and unless you've been formally trained in the program it can take some time to figure out what you are looking at.

Cons: It is almost overwhelming with data, I would recommend getting trained if possible to maximize your potential in the program.

"Smooth running, visually appealing"

Pros: Purecloud is easy to navigate and has many useful features for both internal and external communication. Good tracking tools of performance for both management and contact center agents.

Cons: Constantly updating, although a good sign, calls sometimes are poor quality as far as audio and can have delayed appearance in Purecloud. Also some options are too close together and misclicks often occur.

"Genesys allows you to perform all of your business needs from the cloud"

Comments: The ability to have a central cloud system for our applications has helped centralize WFM.

Pros: The ability to access WFM, scheduling, and CRM functions in one centrally located place in the cloud has shown a huge increate to productivity.

Cons: Since it is centrally located on the cloud, we have had some issues with lag. Typically the service is rock solid. Just something to be aware of.

"Feedback of genesys"

Pros: It’s user friendly and allows users to optimize usage

Cons: Support from IT for some specific issues arising

"Excellent all in one product"

Comments: Brilliant product and seamless integration, did not take long to get the product set up and the users onboarded

Pros: Seamless integration, great product and feature rich under continual development - all in one place resouce

Cons: Nothing really comes to mind at present, the Dev environment is a little cumbersome

"Product Review || Genesys cloud"

Comments: So , as told i like most of the features and functions of different components. Mine overall experience pretty good and i have learnt lot of new things in this platform, so its really helping me to grow in my career in technical front.

Pros: Genesys Purecloud or Cloud is very versatile contact center product for any size of organisation. I like most of the features of this product out o that most is architect part, its really very easy and flexible for any new requirement.

Cons: As such i don't have any point to describe but one thing i am facing now a days after every maintenance window, lots of bugs we have seen, again its takes couple of hours to rectify. I thing we can do better for any maintenance window or update window further.

"PureCloud - Great for OmniChannel, but not Voice"

Comments: It is an overall great new system, in which I know in time will only get better! Even though Spoken IVR is not available right now, I know it will be in the future. Once it is in place, the PureCloud will be impossible to beat!

Pros: Genesys PureCloud offers some great ways to streamline and modernize your Call Center and its performance. The ability to supply your customers with multiple contact channels (email, chat, text, voice) is a huge benefit to the customer, along with opening new revenue paths (whether it be Customer Satisfaction or new Sales Opportunities) for your company. To have all this without having to have an on premise environment is amazing!

Cons: Unfortunately, there is one major hurdle when it comes to Genesys PureCloud. If a customer is using a voice channel to reach your call center, there are some limitations. Currently, PureCloud does not allow for Spoken IVR. So, if your company has one main phone line that houses all the support for all the products and services it offers, the customer can't just speak the word or phrase that best describes the services they need and get routed to the right agent/department. The only option for the customer is to go through a list of options in a phone menu and wait until it offers the option they need and press the corresponding number. For our company, that would mean 50-100 different menu items! If this is a must, then PureEngage is the way to go!

"It proves its value in pandemic of COVID-19"

Pros: Cloud based solution with WebRTC client works perfectly when all agents need to work from home.

Cons: Reporting needs to be improved, because it's rigid and hard to customized.

"Purecloud 3 years later"

Comments: We have brought onboard a number of our store locations to centralize the customers experience and let the store locations get back to what they do best, service the customers that are on-site. The scalability and the multi-channel options allows us to try different strategies and change to what our customers need from us, without having to bring on a new application or have multiple applications.

Pros: It's constantly evolving and providing new features.

Cons: It's an expensive product that struggles with concurrent licensing models and mixed license types.

"PurCloud has been great with easy to use interface, queue dashboard and great admin features"

Pros: A very easy to use Architect that enables us to create call workflows ourselves without depending on genesys support or services. As we have are changing the support structure and processes internally, this speeds up the changes we need and can test them live

Cons: While dashboard works great, Pure cloud reports are something that can be improved a lot. you have to mine a report data in excel before it can be used in a presentable format

"Genesys Purecloud"

Comments: We are able to connect with more customers and leave more messages using this platform

Pros: I recently started working at a financial institution that uses the Genesys platform for dialing campaigns. The ease of setting up predictive campaigns and reporting was very helpful to my team. Adding call scripts for collectors was a help for their outbound calls.

Cons: Setting up outbound message campaigns was a bit of a challenge and took longer than anticipated. I think this will get easier the mire it is used

"We have been a PureCloud customer for little over a year now. The platform has become more reliable."

Comments: Easy implementation, more attractive pricing and greater flexibility.

Pros: The ease of use. The software is very intuitive. The support has been forth coming for the last year.

Cons: The length of time to launch road map items. It has been a challenge being our premise based system offer more functionality and features.

"PureCloud"

Pros: Great to make changes on the go, and for users working at home.

Cons: Pricing is a bit too high for small organizations.

"Very satisfied with PureCloud : easy to use and very stable"

Comments: Better monitoring and management of our activity

Pros: Simplicity of use, administration, and control :
It allows us to adapt quickly to all new needs we have.

Cons: It is very difficult to know all the new features and how they work. We tend to use only the same functions, even for new needs.