We were promised quite a few features, including Salesforce integration, that were in the specs we agreed to when we agree to a price. Those features were never created, and when we asked for them for over a year we were finally told that we could get them if we paid far more money. When sharing the documents they had created that promised these features, we were stonewalled, offered no concessions, and were treated horribly. Our experience with Genesys is that the system is overly complicated compared to competitors like Fonality, is unfriendly to users, many of the staff are technically incapable, and they don't deliver what they promise. They were a waste of money, and extremely disappointing.