Making sense of a complex call center setup
Updated June 01, 2020
Making sense of a complex call center setup
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
We have moved to Genesys from a more traditional LAN-based phone system called Avaya.
- Bullseye routing
- IVR
- Wrap up codes
- Limited dashboards.
- Transfers sometimes hang.
- ROI is to soon to tell.
- Makes moving the staff easy.
The price, integration and features was what finally made up choose Genesys.
Do you think Genesys Cloud CX delivers good value for the price?
Yes
Are you happy with Genesys Cloud CX's feature set?
Yes
Did Genesys Cloud CX live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Genesys Cloud CX go as expected?
Yes
Would you buy Genesys Cloud CX again?
Yes
Genesys Cloud CX Feature Ratings
Using Genesys Cloud (formerly PureCloud)
160 - Inbound and outbound calls. IVR and bullseye routing are the main uses.
8 - We use both managers and the IT department to support the users.
- Communicate
- Wallboard user
- Salesforce
- Working from home.
- Internal calls with user status.
- Chat
- Social Media
Evaluating Genesys Cloud and Competitors
Yes - Avaya, it was clunky out of date and had a very poor call flow editor and no call reporting that was built in.
- Price
- Product Features
- Product Usability
- Product Reputation
- Existing Relationship with the Vendor
- Positive Sales Experience with the Vendor
- Analyst Reports
All of the ticked.
Nothing, it was all easy and flowed fine. There was some user creation confusion but we managed to fix that from our end.
Genesys Cloud Implementation
- Implemented in-house
Yes - Yes so we could do testing and then move the office to live.
Change management was a major issue with the implementation
- User creation
- Call flows
Genesys Cloud Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Yes - We have reported a few, but they have been fixed super fast and without delay.
We had an issue with live activity calls log now showing up. Genesys was already aware of the issue and it was working again within a few hours with no call log lost once it came back.
Using Genesys Cloud
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using | None |
- Bullseye routing.
- Wrap Up Codes
- IVR routing.
- Dashboards
- Audio interface on Apple mac.
Yes - Yes, but it doesnt allow me to be on a queue when I use the mobile app. This means its useless for our solution.