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4.0 out of 5.0 (3 ratings)

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We have aggregated ratings data on Genesys but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): Genesys Enterprise Edition

    Up Front Analysis and Design is Critical

    Overall Comment

    Our experience with the vendor was good. They have provided competent resources to assist with the planning and deployment of the products we are implementing.

    What one piece of advice would you give other prospective customers?

    Plan accordingly, there are many integration points requiring unique configurations. Test, test, test!

    What do you like most about the product or service?

    Very flexible and stable product.

    What do you dislike most about the product?

    Complex

    What one thing do you wish the vendor did differently?

    Provided a consistent team to work with who is familiar with the onsite environment.

    If you could start over, what would your organization do differently?

    Spend more time in the A&D phase.


  • 4 out of 5.0, Reviewed

    Product(s): Customer Experience Platform

    Great functionalities with less trouble.

    Overall Comment

    Genesys has been quite a great surprise in terms of stability, user experience and features. Low IT maintenance and satisfied users, but more importantly tangible results: sales increased and non commercial process were automated.

    What one piece of advice would you give other prospective customers?

    Visit clients running the solution and ask for tangible results.

    What do you like most about the product or service?

    It really do the job. Even the most skeptical users had reached to this consensus.

    What do you dislike most about the product?

    Technical support can be improved.

    What one thing do you wish the vendor did differently?

    During ramp up go-live some transaction performance issues took too much time to be solved because of tetchnical support time zone and internal communication gaps. I wish there were some "early watch" type of support.

    If you could start over, what would your organization do differently?

    As a call center system at the end of the day, make sure all the state of the art solution wont be blurred by a poor telecommunication carrier.

    Service & support - overall comment

    Daily support doing OK. Just ramp up support may improve.


  • 4 out of 5.0, Reviewed

    Product(s): Genesys Enterprise Edition

    Genesys succeeds but not without challenges.

    Overall Comment

    Genesys is a very large complex solution. Our initial focus has been to initially replace exiting technologies with similar capabilities but also be mindful of the future. The Genesys solution has met our expectations for this objective but it is not without challenges and pain. A large change like this requires significant management of project deliverables and objectives.

    What one piece of advice would you give other prospective customers?

    Plan your projects well and carefully but be prepared for unexpected challenges. Additionally, do not forget the operational transition to your support organization. There will be a large learning curve that they must absorb.

    What do you like most about the product or service?

    Genesys has a long term vision for the management of Contact Center interactions which aligns with a Customer Centeric model that is now emerging as an imparitive in the marketplace. This will position our company with aplatform that will allow us to accelerate the implementation of these concepts.

    What do you dislike most about the product?

    We have acquired a few components that were leading (or bleeding) edge. Therefore, there were some perceived defects and additionally the number of qualified experienced resources (consultants) with those components was limited.

    What one thing do you wish the vendor did differently?

    I wish the vendor provided more capabilities and functions for managing configuration (Software Configuration Management). With out this capability it is difficult to move quickly with reliability. We often encountered defects that were create by transitioning from one environmemnt to another.

    If you could start over, what would your organization do differently?

    More time taken to evaluate the reporting and analytics requirements of the solution. Although this is usually a lower priority we are finding that i is now in this age more ciritical to understand how we will capture the necessary information and make it available for our operations associates who require aggregated information.

    Product capabilities - overall comment

    The diversity of capabilities is a benefit but also brings the complexity of implementation.

    Service & support - overall comment

    Genesys has provided operational resources to assist our implementation during critical deployment periods. They are responsive to requests for support and for resoving defects when identified.

    Integration & Deployment - Overall comment

    The solution is fulfilling it promise, but it is not without significant effort and challenges to meet the design goals.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(2)
3.0

Ability to understand your organization's needs

(2)
4.5

Timely and complete response to product questions

(2)
4.0

Pricing and contract flexibility (pricing and terms)

(2)
3.5
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(3)
3.7

How long did your deployment take?

12 months or more

3 - 6 months (<6)

9 - 12 months (<12)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(2)
3.5

Ease of integration using standard APIs and tools

(3)
4.0

Quality and availability of end-user training

(3)
3.7

Ease of deployment

(3)
3.3
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(3)
3.7

Did you purchase a support package from the vendor?

Yes


Timeliness of vendor's response

(3)
4.0

Was the support package worth it?

Yes


Quality of technical support

(3)
3.7

Quality of peer user community

(2)
3.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(3)
4.3

Architecture

(3)
4.3

Scalability

(3)
5.0

High Availability

(3)
4.7

Management

(2)
3.5

Open Standards

(3)
4.0

UCC Integration

(1)
3.0

Workflow

(2)
5.0

Multichannel

(3)
4.7
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Executive Sponsor

Rollout and Install

Other...


What other vendors were considered?

Cisco

Aspect

Avaya

SAP


Why did you purchase this product?

Create internal/operational efficiencies

Improve business process agility

Improve customer relations/service

Drive innovation

Drive revenue growth

Enhance decision making

Improve business process outcomes

Improve supplier or partner relations

Reduce time to market

Other...


What were the key factors that drove your decision?

Better, faster decisions

Customer satisfaction

Increased revenue

Make better insights available to more people

Other...


In which region(s) did your deployment take place?

North America

Latin America