Genesys Cloud CX main use cases are similar to NICE, as it is inbound, outbound, and offers other capabilities including Workforce Engagement Management and AI, with all their services available in India on AWS India. We have tied up with them for inbound and outbound calling globally, as we have built a trunk connection with them for whatever is required.
Genesys
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Unified omnichannel platform has boosted agent efficiency and improved AI‑driven customer journeys
What is our primary use case?
What is most valuable?
Overall, we are doing pretty good with this platform because of the node available in India, and we have a give-and-take kind of solution as we bundle it with our BYOC platforms globally, making it well set up with them.
From a features perspective, the best features in Genesys Cloud CX include their advanced and well-organized interface, alongside their copilot and AI features that are excellently placed for the customer. While usage-based models are also available in NICE, we are more familiar with Genesys Cloud CX and have positioned it successfully to our customers.
I have utilized the predictive routing feature in Genesys Cloud CX, which is one of the excellent features, and we are using it regularly in our solution. It has helped to optimize customer interactions as a contact center solution by improving Average Handle Time, and as AHT improves, customer satisfaction and NPS turn green as a whole for the customer, leading to more business generation for us.
The impact of the real-time dashboards on the decision-making processes is excellent, adding more flavor to the entire solution suite.
AI capabilities are very important for our clients, and these AI-driven tools aid in personalizing customer engagement as we are big users of AI from a Genesys Cloud CX perspective, utilizing features such as copilot for agents and supervisors. Initially, we had hiccups on pricing, but now with token-based pricing introduced, it helps significantly as Genesys promotes the use of free tokens during the evaluation period based on business volume, contributing to further customer satisfaction.
Genesys Cloud CX platform's unified interface has improved agent efficiency a lot; compared to other platforms, it contributes about 40 percent to agent efficiency since agents do not have to toggle between multiple screens, allowing them to focus on the solution and respond to customers effectively.
What needs improvement?
In terms of improvements for Genesys Cloud CX, I see technical limitations such as the lack of a clear mechanism to access multiple organizations effectively. If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants. Currently, if we have multiple organizations, we must log into each one to troubleshoot, which presents a challenge. Additionally, while people are more flexible compared to other platforms, those are the main improvements I would like to see. Overall, we have excellent collaboration and get the most out of both this platform for our solutioning needs.
For how long have I used the solution?
I have been working with Genesys Cloud CX for almost four years.
How are customer service and support?
The impact of the real-time dashboards on the decision-making processes is excellent, adding more flavor to the entire solution suite.
How would you rate customer service and support?
How was the initial setup?
Regarding my experience with the initial setup of Genesys Cloud CX, it was excellent and very smooth; we did not encounter any hiccups during the onboarding process, which went very well, with support guiding us throughout, making it an unforgettable event where it felt like we had people helping us deploy a lot of seats for our organization.
What was our ROI?
In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal. Despite this, all OEMs generally increase prices by 10 percent yearly, which makes turning a significant ROI challenging.
What other advice do I have?
The main benefits that Genesys Cloud CX brings to the table include a unified omnichannel solution similar to other CCaaS providers and flexibility with the BYOC platform, particularly due to its availability in India. As a VNO partner in India, we have a license to sell and bundle our voice channels, integrating them with Genesys Cloud CX. We buy the Genesys Cloud CX license and combine it with our own numbering schema globally, and we also have our SMS channels listed in Genesys Cloud CX app foundry which increases our revenue share since whenever a customer buys a license, we can promote our app foundry solution alongside, further enhancing our revenue opportunities in the contact center area.
The key differences between Genesys Cloud CX and NICE include that Genesys Cloud CX has a robust UI with simple processes, while NICE has room for improvement, especially concerning partner onboarding. Genesys Cloud CX does not require toggling between multiple systems, as its central repository provides all necessary partner information on a single page. In contrast, NICE's support and learning resources are spread out, which can complicate the user experience.
While all platforms have their pros and cons, the key aspects we check are their deployment speed and pricing. The overall experience matters more than the specific platform, particularly how quickly they can respond during challenges. I would rate this product 10 out of 10.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Easy to Navigate
What do you like best about the product?
Easy to use to navigate around blocks, great amount of features.
What do you dislike about the product?
Customer Service Support is not up to date
What problems is the product solving and how is that benefiting you?
Communications contact withe customers.
Very usefull and easy
What do you like best about the product?
All the options and information for the interactions is clear
What do you dislike about the product?
it takes a little to load the recorded interactions
What problems is the product solving and how is that benefiting you?
allows me to review the recordedd interactions,
Offers excellent scalability and is user-friendly
What is our primary use case?
We use Genesys Cloud CX to facilitate customer interactions and gather feedback. Agents request feedback from customers through evaluation forms, which include ratings and comments on the interaction. Supervisors monitor conversations and provide coaching based on the feedback received. This helps improve agent performance and overall customer satisfaction.
How has it helped my organization?
The main benefits of Genesys Cloud for our company are its advanced features, ease of use, and comprehensive functionality. It simplifies customer engagement compared to on-premise solutions, offering everything in a single application. Integration is straightforward, covering various channels like chat, SMS, and email, along with robust routing options and extensive reporting capabilities. Additionally, features for supervisors, like gamification, enhance management capabilities.
What is most valuable?
There are several valuable features in Genesys Cloud. Firstly, its comprehensive single application includes everything from reporting to IVR and workflows. Secondly, the default workflows provided, like callback and survey flows, are handy. Thirdly, the reporting and quality management features help in monitoring and improving agent performance. Lastly, the easy integration process, including with third-party applications through Genesys AppFoundry, is a big plus.
What needs improvement?
One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs. Currently, users are dependent on Genesys support for detailed analysis and root cause identification, which can be limiting. Allowing users more administrative access to logs and troubleshooting tools would enable them to diagnose issues independently and provide faster resolution to clients. This would enhance user experience and reduce dependency on Genesys support for every troubleshooting instance.
For how long have I used the solution?
I have been working with Genesys Cloud CX for three years.
What do I think about the stability of the solution?
Genesys Cloud's stability is generally reliable, especially with its redundant network setup. In case of primary server issues, backup servers can quickly take over, ensuring minimal downtime. Additionally, if both primary and backup servers are down, a disaster recovery option is available, typically located in a different geographical region.
What do I think about the scalability of the solution?
Genesys Cloud offers excellent scalability and is user-friendly, making it easy for new users to join and learn. I would rate it at a perfect ten out of ten for ease of scalability.
How are customer service and support?
Genesys support is reliable and responsive. I would rate them as a ten out of ten.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Before Genesys Cloud, I worked with Genesys Engage, the on-premise product that was the predecessor to the cloud version. Many companies, including telecom, banking, and insurance, relied on Genesys Engage for their business needs. However, with the market shift towards cloud-based solutions, Genesys is phasing out the on-premise product, making cloud-based solutions like Genesys Cloud the new standard.
How was the initial setup?
In my experience, the deployment of Genesys Cloud was relatively easy compared to on-premise solutions. However, it depends on the project's complexity and budget. Typically, a team of specialists is involved, including IVR, reporting, support, and business development experts. The team size varies based on project requirements and can range from one person to multiple specialists.
Genesys is fully deployed in the cloud. With the cloud product, everything is integrated into one single application, making deployment and integration much simpler. Unlike the on-premise product, which requires separate applications for different functions like IVR, reporting, routing, and databases, the cloud version consolidates everything into one platform.
Genesys Cloud requires ongoing maintenance, especially if there are change requests from the client side. For example, if the client wants to expand their business to include social media or multimedia channels, or if they request additional features like outbound calling or web messaging, maintenance personnel are needed to implement these changes.
What's my experience with pricing, setup cost, and licensing?
Genesys offers three types of licensing: CX One, CX Two, and CX Three. The pricing varies based on the number of agents in my contact center, with lower costs for fewer agents and higher costs for larger teams. This flexible pricing structure allows me to scale my expenses according to my needs. Compared to the previous on-premise product, which required purchasing a single license regardless of agent count, Genesys Cloud's licensing model offers me more cost flexibility.
What other advice do I have?
The benefits of Genesys Cloud became evident right after we started using it, especially with its flexible licensing options tailored to our needs. For instance, with options like CX One, CX Two, and CX Three licenses, we can scale features based on our agent capacity and contact center requirements. This flexibility ensures we only pay for what we need, whether it is basic inbound capabilities or advanced features like quality management and workforce management.
My advice for new users of Genesys is to familiarize themselves with the basic tasks and troubleshooting procedures. Sharing documentation and providing training can help them get up to speed quickly. As for recommending Genesys to others, absolutely—I believe it is one of the fastest-growing technologies globally.
Overall, I would rate Genesys Cloud CX as a ten out of ten.
A powerful workforce management tool
What do you like best about the product?
I really love the API platform and the handy user interface.
What do you dislike about the product?
The lack of functionnality in comparison with other solutions.
What problems is the product solving and how is that benefiting you?
We need to train our agents with a knowledge database to correctly respond to our customers.
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