4 out of 5.0, Reviewed Aug 15, 2016
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.
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.
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.
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.
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.
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.
The diversity of capabilities is a benefit but also brings the complexity of implementation.
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.
The solution is fulfilling it promise, but it is not without significant effort and challenges to meet the design goals.