Genesys Review

PROS: Genesys Engage comes with a fantastic platform infrastructure that is very useful for companies and their customers. And this is perfect for any contact center companies today.

CONS: It would be great to access the Genesys Pure training with more affordable and easier processes. This is what Genesys consultants and developers like us need for now. Genesys is a huge name that has made its large field, and many specialists are working together for scaling it. That is why I hope Genesys team would notice my points, so we can work towards boosting the platform.

PROS: This platform is extremely comprehensive in terms of meeting the needs of contact centers anywhere. It has drastically minimized our need for using a few different software except for specific purposes. Moreover, Genesys PureEngage provides dependable resources through different documents and knowledge-based forms.

CONS: It carries so much modules that makes the platform difficult to learn. Subsequently, hiring professionals who can handle the platform is too expensive, regardless of them being third-party experts or from Genesys itself. Thing is, a company should have enough Genesys experts to use the platform efficiently. This is why we train our team members to become experts in using Genesys, such as by putting them under the Genesys University training.

PROS: Efficiently addresses various call center concerns through meaningful solutions such as voice calls, chats, messages and social media. Genesys allows seamless routing of interactions with the use of various resources too, while applying factors such as agents, agent teams and business line among others. It comes with cool configurations that meet the demands of our company amazingly.

CONS: Learning materials for using Genesys are not easily accessible, such as their eBooks that cannot be accessed remotely. Video guides about using the platform seem outdated and don’t have enough interaction as well. On a different point, Genesys is popular for its excellent customizability, but that is because a Genesys expert is needed to make quick changes to customer profiles.

PROS: This allows us efficiently connect multiple systems in our company to one platform. It is largely useful for routing various interaction through our operations, which makes it easier for agents to retrieve any information they need.

CONS: Genesys has complicated modules. These modules even pushes us to use different operating systems now and then. The GCXI, for example, only runs on Linux.

PROS: It features a single system with multiple channels working seamlessly together, which makes the use of inconvenient silos unnecessary. The 360-degree multichannel interaction with customers, for example, makes it easier to retrieve details and info about a specific customer. This helps in preventing hotline amnesia among all our agents.

CONS: It is quite inconvenient to integrate new products into the system. It has high demand for focus, and takes a lot of time to fully integrate. Then, you must tinker with various customizations to find out the perfect one that can make the most out of such products. Recommendations are not available to help as well.

PROS: Genesys Engage integrates well with various other software through proper configuration. This is truly worth learning and using for satisfying different contact center demands.

CONS: It doesn’t come with efficient learning materials for integrating third-party software applications. This makes Genesys Engage quite difficult to understand on such angle.

PROS: Genesys offers high end solutions as well as business consultancy that prints awesome experience for customers and excellent ROI. It's an expert when it comes to engaging customers in all channels. Gensys is the master in organizing customer journey with proactive solutions.

CONS: Most of its features in terms of integration with other solutions makes it a bit difficut to maintain a user-friendly and unified interface. But still, Geneysis offered a worthwhile one.

PROS: They make it easier to seek out contacts or cues from within the systems.

CONS: I disapprove their search functionality. I've had a hard time with the profiles since it's hard to open attachments from contacts.

PROS: Genesys works perfectly with other methods and software, which is extremely essential for bank operations. Its customer card, for example, can carry customer info from other software in our system; meaning, our staff don’t need to scour through different resources for such details. Also, we can easily use information that Genesys provides; then, send them to our customers instantly. Moreover, the Genesys team knows the platform version that a particular client use, so they efficiently help such client right away.

CONS: It doesn’t allow us to generate tickets for clients, and we can’t edit files we receive through the platform too. Also, it is difficult to reorganize tickets on the line. And you need to be tagged as a trainer to view emails in an employee dashboard.

PROS: We had a smooth integration of Genesys Engage into our system back then. It gives us superior customization and configuration process too, so we have made it perfect for our company operations.

CONS: Genesys Engage is a stellar product that requires enough expertise to work well. Thing is, it is difficult to find somebody to hire as an administrator for this platform in our company. The best experts are already working for other enterprises.

PROS: Their portfolio products offer solutions for almost every kind of customer interaction today. Their solutions is a lot more transparenet and offers every business user the advantages with its endless possibilities.

CONS: Their license/price model is traditional and it makes it challenging to compare it against some of today's products.

PROS: It's a worthwhile platform for customer expeience with plenty of options at your fingertips. The platform is versatile and based on a cloud. It has very good lync integration as a well as excellent uptime, voice mail, and virtual call facilities.

CONS: While it's a good software in general, it's priced a little higher so it can do a bit better. There have been some instances where its call blocking functionality failed to work. Its Android could use a bit of work.

PROS: When deployed as intended, Genesys makes it possible to tap in every aspect of your enterprise and streamlining call center and back office tasks in an an organized solution.

CONS: Compared to a majority of companies, Genysys is a bit slow in user interface updates. This makes working with them an acquired skill instead of a convenient and worthwhile experience.

PROS: I love their intelligent routing. It's now possible to draw up a call flow that you can customize, integrate, and verify.

CONS: While it does have software upgrades/bug fixes, it tends to, from time to time, create other problems.

PROS: I've been supporting Genesys since 2012. I feel they're one of the best contact center infrastructure in the market with support for different kinds of communication. In addition to their out-of-the-box products and channel engagements, we were able to utilize SDKs for customize integration on top of the the .NET framework from Microsoft.

CONS: Troubleshooting and upkeep entailed a lot of effort so designing and carrying out for a different environment will require careful review.

PROS: Genesys is a stunning contact center platform that leverages the upsides of utilzing a single system rather than opting for different silos. The obvious one is the 360-degree ominchannel customer interaction history that makes you forget all about hotline amnesia.

CONS: Newer products require careful attention and a bit of time for them to mature. But it's all set up, it functions well. But there have been instances where varying configurations are needed to achieve what's favorable. Not many recommendations area available.