Genesys Cloud CX Reviews

“constant phone reliability issues”

Pros

Honestly there's nothing positive I can point to here. The phones depend on the internet and have been problematic right from the beginning.

Cons

Reliability has been a constant issue. The vendor is on site almost every week and despite that the problems still never actually get resolved.

“Fast setup”

Pros

Getting this up and running was quick and it comes with plenty of functions. The APIs are excellent too making it possible to integrate with almost anything.

Cons

The pricing is on the expensive side. You really need to build a solid business case to properly assess the ROI and total cost of ownership.

“easy provisioning system”

Pros

Once it gets the initial setup in place provisioning the system is fairly easy. It doesn't take long to get a basic setup running especially when using the voice service or another service that integrates without much effort.

Cons

Support from them falls short in nearly every area. Getting clear answers can be difficult and frustrating at times.

“strong chat with setup hurdles”

Pros

It's a powerful live chat tool that can be added to your site giving customers quick access to support when they need help.

Cons

Getting it integrated into our site was difficult and the documentation didn't give us enough guidance.

“usable but needs better tools”

Pros

Overall I was able to work with the available functions and use the platform without major issues.

Cons

The features and functions still need improvement especially for call operators and admin users.

“Simple interface”

Pros

The interface feels very user friendly and accessible so getting around the system is easy. The onboarding process was also fairly simple and didn't create major challenges. Compared with the solution we used before this one offers more indicators and overall it's a very capable platform for omnichannel operations.

Cons

The reporting side hasn't fully met expectations particularly when it comes to quality monitoring. On top of that the backlog for new feature developments keeps getting pushed back.

“Reliable forecasting and scheduling”

Pros

Working as a Workforce Management Analyst I've found this to be a dependable platform for managing our team. The AI based forecasting is usually quite accurate which helps us maintain the right staffing levels. Scheduling is handled well and the automation plus self service features save us a significant amount of time. Its reporting and analytics also deliver useful insight into team performance which makes it much easier to share clear metrics with management. There is definitely some difficulty at the start and integrations could be better but overall this has been a trustworthy option for organizing workforce management.

Cons

Starting off with it can be a bit overwhelming because the platform has some noticeable initial difficulty and customization can feel complex. Even though it offers a lot of powerful capabilities, the initial setup takes time to fully understand especially for newer users. Another downside is that integrations are not always as flexible as they could be. It works well with major CRMs but we do run into some limitations when trying to connect it with more specialized tools.

“modern omnichannel with regular updates”

Pros

It comes with modern features and solid omnichannel capabilities and the frequent patch updates are a real plus.

Cons

A downside is that its outbound dialing still isn't sophisticated enough. We need reverse priority where the newest contact gets handled first but the system has trouble supporting that.

“capable reporting tools”

Pros

The forecasting tools are quite capable and the reporting system is solid and detailed.

Cons

On the downside the applications feel too isolated from one another and the interface is outdated and not very user friendly.

“feature rich customer solutions”

Pros

It offers a strong mix of features and applications that work really well for customer facing solutions.

Cons

Because the platform includes so many functions it can be tempting to depend too heavily on this sofware on its own instead of continuing with integrations that are already in progress. With so much available it can sometimes become a distraction.

“powerful AI, difficult for beginners”

Pros

Everything works together in one place which makes handling customer interactions feel more connected and efficient. The built in AI has been especially valuable since it does a really good job of anticipating customer needs. On top of that the interface is very accessible and easy to use.

Cons

Getting started can feel a little overwhelming. There's a lot to take in and the huge range of features can seem intimidating at first. It's definitely a powerful platform but it requires some time to get used to.

“frustrating timeouts and setup”

Pros

For the most part the program is accurate in how it works.

Cons

It times out often and is hard to get used to at the beginning.

“positive experience”

Pros

Bringing multiple communication channels into one place has made it much easier to manage our call center team and keep an eye on customer interactions in real time.

Cons

The chat tool feels pretty inflexible and doesn't adapt well to different business requirements.

“valuable tool”

Pros

This gives us a live platform where we can respond right away in a fast moving environment and that's something our previous phone system simply couldn't offer! The insights it delivers are incredibly valuable as well.

Cons

A few metrics can still be difficult to locate although this area continues to improve over time. We've also noticed that when calling coworkers internally between the cloud users, the call recording can't be retained.

“Good for our business”

Pros

Running a contact center with hundreds of queues is pretty complex and this has helped us manage that setup much more effectively while keeping costs under control. It gives us the tools we need to run the business successfully and since making the switch, we've seen clear improvements in workforce management as well as customer satisfaction.

Cons

Since we rolled out this tool in 2020, I suspect our setup experience was more of an exception than the norm but we had a hard time getting the support and training we needed to fully take advantage of such a powerful platform. That slowed us down early on and we've had to spend time catching up through updates and restructuring.

“Excellent reporting and IVR”

Pros

The interface is clean and user friendly and the reporting tools are really strong. The IVR capabilities are solid and the compliance features are another big plus.

Cons

Workforce engagement and management solutions still feel like an area that could be improved.

“feature-packed contact center win”

Pros

A feature rich platform that supports customer service operations really well especially for inbound call recording and managing phone queues. The dashboard setup is also configurable which makes it flexible for different needs.

Cons

One thing missing is a user notification when the system gets disconnected because of unstable network conditions.

“Wide range of functions”

Pros

Comes with a wide range of features and it's very simple to get into and start using them.

Cons

There still aren't many third party guides or external learning resources available yet.

“reliable live chat support”

Pros

Delivers accurate customer support and the instant live chat gives customers help right away.

Cons

Hasn't shown any real shortcomings when it comes to customer support.

“fast adoption for agents”

Pros

It's very easy for contact center agents to adapt to which makes onboarding and daily use much more comfortable.

Cons

The chatbot still has a few limitations although the functiona keeps expanding over time.