Genesys Cloud is missing few things...

Voice & Telephony
1

Using Genesys Cloud, I found that some things are just not exactly right. For example:

  1. I feel that there is a better way to do a reporting layout. Especially, if you can sort of choose where which graph and what info goes where on the page. Dashboard that I can easily customize?
  2. Is there a simple way to add a call back request into an outbound campaign? Not into a callback, but an actual outbound campaign?
  3. Why no CMS style reports when it is designed to replace Avaya?
  4. Softphone - Does anyone have a decent Softphone for Genesys? The one that is built-in is just a mess IMHO
  5. Video calling - yes.. it is a pain

What are some of the other things you feel that Genesys doesn’t have it just right?

2

In Cloud CX a lot of extra things can be done using API, aspect that I would advise you to look into if you want to go deeper than what the OBO solution offers. About phone, you should have a look at managed phone models, as for example here:

https://help.mypurecloud.com/articles/managed-phones-models-and-features-matrix/