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4.0 out of 5.0 (1 ratings)

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  • 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

Section
1

Integration & Deployment

Overall rating of integration and deployment

(1)
4.0

How long did your deployment take?

12 months or more


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

(1)
3.0

Ease of integration using standard APIs and tools

(1)
5.0

Quality and availability of end-user training

(1)
4.0

Ease of deployment

(1)
3.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(1)
4.0

Did you purchase a support package from vendor?

Yes


Timeliness of vendor's response

(1)
4.0

Was the support package worth it?

Yes


Quality of technical support

(1)
4.0

Quality of peer user community

(1)
3.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(1)
5.0

Architecture

(1)
5.0

Scalability

(1)
5.0

High Availability

(1)
5.0

Management

(1)
3.0

Open Standards

(1)
4.0

Workflow

(1)
5.0

Multichannel

(1)
5.0
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Other...


What other vendors were considered? Multiple responses allowed.

Aspect

Cisco


Why did you purchase this product?

Create internal/operational efficiencies

Improve business process agility

Improve customer relations/service

Other...


What were the key factors that drove your decision?

Better, faster decisions

Customer satisfaction

Make better insights available to more people

Other...


In which region(s) did your deployment take place? Multiple responses allowed.

North America