Genesys

I am a business analyst, so I tend to be implementing Genesys  in various businesses.

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.

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.

I have worked with Genesys on and off for over 20 years.

Genesys is brilliant concerning stability. There have been no problems with scalability, and I have never seen it go down.

The scalability of Genesys is excellent. I have never experienced issues with it.

Genesys support is very good. I have worked with them for implementation, and they have been reliable.

Positive

I have worked with Cisco, Microsoft, Avaya, and Verint.

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.

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.

The realization for Genesys is mid-implementation yet past implementations have shown benefits such as global MI, secure payments, and working remotely.

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

Cisco, Microsoft, Avaya, and Verint are solutions I have worked with.

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.

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.

It has improved customer interaction by integrating CTI directly into our IT systems.

The integration of CTI within the IT system is a particularly valuable feature.

There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions.

I have approximately two to three years of experience working with Genesys Cloud CX .

The stability of the solution is rated highly at nine out of ten, indicating that it's generally reliable.

The solution is considered scalable and receives a rating of seven on a scale of one to ten.

I don't have personal experience with contacting technical support, so I can't comment on that.

Positive

Before Genesys Cloud CX, we were involved in a migration program, and Genesys Cloud CX was the chosen solution to replace the previous system.

The initial setup was not too complex, and the deployment was effectively managed within two sprints, approximately two months.

We used a third-party implementation team to assist with deployment.

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.

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.