Genesys Cloud is outright the best tool to tackle every omnichannel implementation. The way it can handle and integrate with everything, the performance, how easy it is to get going, how logical the tools are displayed, and how fast it is to deploy new solutions and fixes within the platform. It is great.
Pros
Routing
Creating Flows.
Quick to deploy.
Cons
UI
Documentation
Message Flows.
Likelihood to Recommend
Genesys Cloud is outright the best tool to tackle every omnichannel implementation. They way it can handle an integrate with everything, the performance, how easy it is to get going, how logical tools are displayed, how fast it is to deploy new solutions and fixes within the platform. It is great.
We use Genesys Cloud primarily for our contact centers across various regions. We use both inbound & outbound calling functionality - including ACD, dialer, queues, outbound campaigns, etc. We also use the inbound "messaging" functionality for asynchronous web chat. Beyond this, we use automation from Architect flows to facilitate self-service functionality. Genesys Cloud helps us reduce the number of touch-points and the number of contacts we have to handle manually.
Pros
Extensive API access to allow flexibility with the platform
Weekly updates to continuously improve the platform
Powerful Architect flows that are intuitive to build, but still powerful and flexible
Extensive integration with other applications, either through dedicated integrations or API hooks
Cons
Improve the speed of implementation of the most popular ideas on the Ideas portal
Support teams can be slow and some issues can take a long time to resolve
Although documentation is generally good, new features are often under-documented or don't include real world examples.
Arbitrary limits on some components can make things an unnecessary hassle
Likelihood to Recommend
Great for large centers with multiple sites, particularly if you are leveraging Genesys Cloud Voice and let them "be the carrier".
Handles queues and campaigns well. Powerful when fully optimised but can be built over time.
If you want to be able to build a third-party application to suit your business requirements, Genesys has a lot of API endpoints to allow this.
Less suited to smaller orgs or orgs that only need simple flows - as the per agent cost can be expensive, and some features require additional licenses (and expense) on top.
Verified User
Professional in Information Technology (5001-10,000 employees)
We currently use Genesys as our phone-based telecom provider. We have a standard DTMF IVR, with capabilities of an outbound dialer as well. Genesys allows us to handle our call volume with almost no downtime, allows us to manage schedules for our call center and reach out to potential members quickly and efficiently with the outbound dialer.
Pros
Platform reliability
Ease of use on user and admin sides
Effective metrics reporting
Cons
Speed of problem resolution for support tickets
More customizable UI
Likelihood to Recommend
Genesys is well suited for our business needs, from having a capable dialer for outbound calls and being reliable in uptime availability for the platform as a whole. They have more to offer in terms of chatbots, other modes of communication, and AI capabilities that we are excited to explore and determine how they will meet our business needs.
Verified User
Team Lead in Information Technology (51-200 employees)
The use of Genesys Cloud CX enables our staff to manage customer voice interactions, delivering personalized customer service. The platform is scalable, and the primary use case spans operational customer and IT helpdesk support. It significantly reduces the wait times and helps us monitor CSRs. The use case can be extended to include providing the Web messaging channel, Outbound campaigns, and QA Evaluations in the next phase.
Pros
Voice communication - Inbound and Outbound calls
Directory Group management
Using a third-party service integration for DIDs
Cons
Reporting
Analytics
Data mapping from Apis to Frint end performance views
Likelihood to Recommend
We use Genesys Cloud CX as our unified contact center solution, allowing remote operations and centralized management. Outbound and internal staff calls are well-suited scenarios and are mainly used for our organization. We need to identify who is making the call, how many are involved, and where the call is being directed internally.
We use Genesys Cloud for different things. We use it for customer interactions, scheduling employees and creating dashboards and reports. Some problems that I've noticed with Genesys Cloud is that it doesn't work when its open in multiple tabs. It misfunctions or freezes sometimes. Screen freezing is a bit often.
Pros
Scheduling employees is way better than doing it on excel.
Generating reports
Finding call summary
Cons
I think it should improve its reactivity time when open in multiple tabs.
Auto refreshing should be added.
Issues answering some calls when its idle
Likelihood to Recommend
I think Genesys Cloud is well suited in a call centre environment. Its a great tool to answer calls and record them. Scheduling is also extremely simple on Genesys Cloud. It extracts information directly from the files and automatically does the job by giving very less commands. Generating reports and comparing them is also a good feature.
Verified User
Analyst in Information Technology (501-1000 employees)
We have Genesys Cloud Cx two licenses for the East and West regions. As a SaaS product-based company, we have an integration with Genesys Cloud CX. We see Genesys as a major player in the contact centre market, and they have one of the largest customer bases. Therefore, if a Genesys customer is an end-user and wants to purchase a license for our product, we must ensure that we integrate our product & solution with Genesys. Now, Genesys has extensive capabilities in terms of both inbound and outbound call control for any small, medium-sized, or enterprise-level business. Additionally, they have a method for configuring messaging that is utilized extensively after Agent escalation.
Pros
Handle inbound customer call.
Make outbound campaign call.
It can handle inbound/outbound web messaging.
It has a support for both inbound/outbound email.
They have call recording & post conversation analysis in the interaction section.
It has its own app foundry where you can integrate your custom solution & make it a premium app installer.
Cons
There is a limit of 5 Audiohook monitor integrations for Genesys, which could have been more.
Genesys customer support could have been more proactive and helpful, similar to other major companies like Salesforce and AWS. However, whenever I raised a concern, in most cases, they would directly tell me it was a custom requirement, so I should post in the dev community or contact their Professional Services (PS) team.
In the Genesys Dev community, if you post any of your problems, it's unlikely that they will be noticed, and you will likely not receive a resolution to this issue. Moreover, if no one replies to you within 30 days, that post of yours will also be closed.
Likelihood to Recommend
Starting a contact center to handle large volume of customers per day - For promoting the business for outbound campaigns - With the Genesys architect you can design complex post Agent esclation flows - You can use Genesys to forward a call to any external IVR(Automation) bot - There is integration of Genesys adapter with Salesforce, in case some enterprise want to utilize the same Genesys license for Salesforce, they can do it.
Verified User
Team Lead in Information Technology (1001-5000 employees)
We use Genesys Cloud CX as a versatile contact center tool that allows us to address various operational needs, such as:
Appointment confirmations
Database sweeps for the collections department
Payment agreement and due date reminders
Verification of customer-provided information
Automated WhatsApp campaign delivery
Use of voice bots to provide informative responses based on our database
Among other functionalities that enhance customer interaction and streamline internal processes.
Pros
Report general
Routing
Execution data action
Cons
Need more customer fiel in report
More grafics in reports
Expand the outcomes for organization
Likelihood to Recommend
The best scenario is used in IVR performance to use dynamic routes based on schedules and properties. The most difficult scenario is the use of AI relationships, which is highly requested to replace employees.
We use Genesys Cloud to operate multi regional contact centre to manage the end-to-end customer journeys across media channels (voice, chat, messaging) and social platforms and to optimise engagement with 360 view across business lines. Using AI to deliver frictionless conversational experiences and self service but also retaining interaction context across channels of engagements for all brands in the group.
Pros
Integrations with all major platforms
Unified UI with a lot of out of the box customisation but also possibilities for bespoke changes
Advanced interaction flow management via Architect
One single URL for access
Cons
Needs simplifying roles and permissions: there's very high granularity with approx. 2000 permissions. Even disconnecting a call has dedicated permission!
Better migration solution for promoting code from lower environments to Production. Terraform integration is OK but needs more support.
Decouple Intents from Flows i.e. ability to setup and manage intents independently of Flow.
Expose more events to use in setting up alerts e.g. data table deletion, updates to allowed IP addresses in designated org, contact type deleting/disabled in designated org. This will help tremendously to comply with security frameworks in place.
Likelihood to Recommend
Automated customer ID&V through bot across all media channels. Delivers ID&V persistence across channels which delivers superior customer experience and is cost effective. User login through SSO and centralised user access management at enterprise level (IAM, Active Directory). Central flow management through Architect via unified UI and solid support for popular formats. PCI-DSS compliance with one-click (needs Genesys Care involvement but it's straightforward). Excellent API coverage, mostly REST but other API types are well supported.
We support a contact call center. Handling thousands of calls, emails, and workitems each day. This application is the core of our contact center business. My team supports and enhances Genesys and shapes it into a way that matches the business needs at the time which seem to be ever changing based on line of business / department.
Pros
Call recording / call locating
Reporting
Multimedia channels
Stability
Cons
Routing of work to individual agents / direct targets
E-mail channel Customizability
Provisioning of agents could be easier
Likelihood to Recommend
Voice and workitem channels it’s fantastic. We however find challenges at the moment using the e-mail channel and find that it lacks the same level of customization that was obtainable through our on premise solution. Other than that I think it’s an incredible cloud product. The routing is vastly different from WDE on prem skill based routing too which worries our work management teams
Verified User
Engineer in Information Technology (5001-10,000 employees)
To attend our customers and partners, helping them to have a better experience.
Pros
IVR automatization
Callback
security
Cons
Reports
Likelihood to Recommend
Genesys Cloud CX fits very well to combine many differents Callcenters BPOs, many geographical sites, many carriers, many business all in one application
Verified User
Manager in Information Technology (5001-10,000 employees)
