Genesys Reviews

“I'm satisfied with it!

Pros

My experience with this platform has been really positive overall. Initially had some reservations during the transition but it quickly proved itself by meeting our customer experience management needs through its innovative and reliable features. The implementation went smoothly since learning the system was easy, the Beyond Learning courses made everything much easier to grasp. Their support team has been very helpful whenever we've had questions or needed assistance. What really impressed me was how well it integrates multiple communication channels, handling voice, email, messaging and social media all in one place. It's packed with useful features and the developers keep making improvements. This tool has serious potential to become our go-to resource for everything.

Cons

The reporting features could use some work and the Workforce Engagement Management add-on feels underdeveloped. Also, the interface looks outdated and isn't very simple to use.

“Innovative solutions keep it leading

Pros

I really appreciate how versatile this platform is and how they keep pushing out new features. After using it for six years, I've watched it evolve constantly especially with the AI stuff like Google Agent Assist and those new Guided Flows. These tools have made things so much smoother for our agents and they get the right info instantly which cuts down response times and makes customers happier. What I love is how it handles everything, voice, email, SMS, chatbots , all in one place.

Cons

The setup and configuration can be pretty complex especially when you're trying to build advanced flows or integrate AI-driven tools. It's quite difficult to use and New features sometimes feel rushed too. so, they'll roll out updates that lack proper documentation or need refinement after release. It would be helpful to have more detailed onboarding and examples showing best practices for implementation. The team is responsive to feedback though and I've noticed many issues get addressed in later updates.

“Impressive contact center capabilities

Pros

The functionality and usability really stands out compared to other options out there. What impressed me most is how well it integrates with different CRMs and systems and the data analytics and reporting capabilities are beyond what I've seen elsewhere in the market. Innovation paired with user-friendly design makes everything feel friendly. Setting it up was surprisingly simple and quick, definitely the most plug and play experience I've had.

Cons

Our market often gets overlooked when it comes to language support and while things have improved, we're usually the last to get new features translated. Since we serve customers across the Nordics, they want access to new functionality right away but the language barriers force us to come up with workarounds as a partner. The support quality could definitely be better too. When I reach out for help, I frequently get responses that don't address my actual problem or get asked to try basic troubleshooting steps we've already completed.

“Best cloud contact center solution

Pros

It brings everything together in one place for contact center operations. You get screen recording capabilities, voicemail functionality and workforce management tools all bundled together. The inbound and outbound campaign features work well, plus there's solid forecasting and reporting built in. What I find particularly useful is how it integrates with third party applications through voice foundry and makes workflow much smoother.

Cons

Genesys constantly updates their CDIR IP addresses, so we're always having to manually adjust our firewall settings to maintain communication with the cloud platform. The audit viewer is pretty limited too and it doesn't give enough detail about who made changes or exactly what was modified and you only get 30 days of historical data which really should be extended much longer.