Genesys Cloud CX Pricing

Pros: Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, We moved to a third part for 1-2 line support service ( Kaptec) to provide a good all around support services.

Pure cloud now does what it was design to do and provide cloud based telephone outsources services to the bank, but I was not resilient for the first year or so, The service rap was also very poor, with Genesys SDM not flexible in dealing with major incident and provided root cause of these issues back to the customer, If we want any changes customisation to the product everything was a project and prolong delivery timescales with genesys consultants. The license model for the agents is quite confusing and the license model for the genesis product is expensive and at time hard to understand

The Ultimate Security Control, High Availability, Business Continuity & System Flexibility. such as managing the workgroups & locations for different lines of business & modules using single interface. compatibility with most CRM apps & workforce management systems, live-time system, workgroup & user reporting & forecasting.

Knowledge base & FAQ does not cover all software features, real time dashboards needs more developments & hotfixes including social media & web chat features (looking forward for the new software upgrade that will fix most of this issues).

The ease of use for our Team Members to use the product has been very beneficial for us. Training our Team with the product is very minimal as they are able to answer calls with a simple click of the button.

We have been starting our Call Centre for the benefit of our Customers and our Retail Store locations. Due to the shopping patterns of our customers, we are finding the pricing model requiring some attention as we do not have employees working full time. Some of our employees will work 1 day a week and the return on an employee for working such minimal time is difficult to see how the Agent pricing model works for us.

It has both CCaaS and UCaaS and is a leading provider. I was one of the first users years ago. They innovate well

It is a very complex solution that involves integration challenges every time. It is expensive for using with 3rd party products

I like the ability to have so many features all in one solution. This allows us to operate with minimal 3rd party vendors and helps minimise costs

Initially it was a bit clunky, and it took a while to get here. Right now the only thing I dont like is the cost of the product going up so much.

It is easy to use this product it is like a rock

Price policies are not flexible and scalable.

Cloud based solution with WebRTC client works perfectly when all agents need to work from home.

Reporting needs to be improved, because it's rigid and hard to customized.

It's constantly evolving and providing new features.

It's an expensive product that struggles with concurrent licensing models and mixed license types.

Very easy to set up and manage. You can have any contact center up and running easily. Their admin page is very user friendly plus they have a very extensive resource and community portal.

Although they have a lot of available reports, they lack the ability to download more detailed reports and customize your reports. If you need the ability to do this you would have to pay more through their App Foundry. Purecloud is also at the high end of the price spectrum for user licensing.

For a per-user monthly price, the Genesys solution gave our company auto advanced routing, real-time reporting and a roadmap to unify email, chat and social interactions.

Sometimes it's difficult to use the dashboards lots information for supervisor. Need to be focused on 3 or 4 KPI's by department. Workforce management tool is not easy to implement but with lots of energy, we understand more this feature.

The PureCloud product is very easy to use. Navigating through the software is very user friendly and using the "help" features provide a great resource for insight. Reaching out to the community has been a great help for us as well.

We have based our call centre around part time shifts due to the demand of our business. The pricing model will have to be reviewed for our operations as we continue to grow.

Ability to implement small-medium requests in short time and with low impact on IT dept. The continuous improvement on the platform is a plus.

Not sure about the handling of multi nations architectures. In some case is required to have one administrator handling several instances of the software for every single market.

The ease of use. The software is very intuitive. The support has been forth coming for the last year.

The length of time to launch road map items. It has been a challenge being our premise based system offer more functionality and features.

Great to make changes on the go, and for users working at home.

Pricing is a bit too high for small organizations.

The software has a decent feature set but prices to high when compared to other companies in the same market

Support is not good, often takes too long to find solutions. Cost is high for what you get

API User interface for the users Canned Responses Architect Multiple channel Analytics, 100% view of each interaction

Email isn't on a level for multiple brands WhatsApp not available as channel SMS not available as channel

Very reliable and suitable for most needs

Price is a bit high, but the product is premium and probably best available

No pros were added to this review

No cons were added to this review

Good value for the price. Interactive Intelligence invested heavily in upgrades to functionality. Hopefully Genseys will continue doing this.

The agents don't like the login interface. And supervisors say that the dashboard could use an upgrade.

Simple user-friendly interface Drag and drop configuration Open API for customisation with other systems

pricing structure can be complex to understand

I like the program, because it allows communication with the client, co-workers, it adapts to the needs of the organizations

handling is a bit complex, but most of its users work with the program for a large part of the day, so constant use makes it manageable.

Flexible - you can scale up or down depending on your needs. Cost effective and well documented API libraries

Native reporting was a little lacking and slightly cumbersome

1. Easy to use tool for meetings 2. user interface is impressive 3. Regular updating the tool is a value addition

1. In a group you can not check whether a person is part of group untill unless he is online 2. Call not possible if group size is more than 6