What users are saying about
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233 Ratings

Genesys Cloud

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233 Ratings
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Score 7.4 out of 100

Likelihood to Recommend

Genesys Cloud

It is a great option for someone looking for a fully functional system, that is cloud based, and has lots of features. It can be used for inbound and outbound, as well as replace a standard PBX. It is easier to adopt, and less up front financial commitment than on premises systems.This might not suit a company that requires fine tuned granularity of permissions and controls, or some more specific features that are present in something like Genesys Pure Connect Cloud.
Kristopher Kauth | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys Cloud
8.7
Agent dashboard
Genesys Cloud
8.5
Validate callers
Genesys Cloud
7.6
Outbound response
Genesys Cloud
8.4
Call forwarding
Genesys Cloud
7.9
Click-to-call (CTC)
Genesys Cloud
9.5
Warm transfer
Genesys Cloud
9.3
Predictive dialing
Genesys Cloud
8.3
Interactive voice response
Genesys Cloud
9.2
REST APIs
Genesys Cloud
9.2
Call scripts
Genesys Cloud
8.7
Call tracking
Genesys Cloud
9.3
Multichannel integration
Genesys Cloud
9.4
CRM software integration
Genesys Cloud
8.3

Workforce Optimization (WFO)

Genesys Cloud
8.8
Inbound call routing
Genesys Cloud
8.8
Omnichannel inbound routing
Genesys Cloud
9.2
Recording
Genesys Cloud
8.9
Quality management
Genesys Cloud
8.5
Call analytics
Genesys Cloud
9.1
Historical reporting
Genesys Cloud
8.8
Live reporting
Genesys Cloud
9.2
Customer surveys
Genesys Cloud
7.8
Customer interaction analytics
Genesys Cloud
8.7

Pros

Genesys Cloud

  • Genesys PureCloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys PureCloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
Alex Cyrus | TrustRadius Reviewer

Cons

Genesys Cloud

  • Support is not that great. If you call in a code red, they will give you your full attention but other tickets are not handled that fast.
  • Recordings are not as reliable as some other platforms. If I have to grade it, way better then NICE Engage but worse then Calabrio AQM.
  • You do get a good amount of small user-level tickets due to minor flaws in the platform.
Usama Ahmed | TrustRadius Reviewer

Likelihood to Renew

Genesys Cloud

Genesys Cloud 8.3
Based on 8 answers
The cost increase is now the same as other companies offering more.
Michael Haddad | TrustRadius Reviewer

Usability

Genesys Cloud

Genesys Cloud 7.8
Based on 25 answers
As I have been saying PureCloud is a great / powerful tool. I have some users that just took off with the application and are off and running. Unfortunately I had some other users struggling with the application but this was just a learning curve and each day the users are getting more comfortable using the application and this would have been true with any phone solution that we installed
Ronnie Knight | TrustRadius Reviewer

Reliability and Availability

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Raymond Richardson | TrustRadius Reviewer

Performance

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Some delays with reports loading from time to time but other than that no major issues.
Raymond Richardson | TrustRadius Reviewer

Support Rating

Genesys Cloud

Genesys Cloud 6.5
Based on 95 answers
The support team is really helpful to us. They are always concerned if the problem was really resolved and do follow-ups to check if everything is ok. More recently, we were having a problem to set the platform for our reps, because we wanted them to work from home using a VPN solution, the support team was really good helping us via conference calls and doing follow up call with us to check if the problem was resolved.
Rodolfo Antunes | TrustRadius Reviewer

In-Person Training

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

Online Training

Genesys Cloud

Genesys Cloud 7.3
Based on 2 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

Implementation Rating

Genesys Cloud

Genesys Cloud 7.6
Based on 9 answers
It's a great tool, easy to deploy and implement.
Aarde Cosseboom | TrustRadius Reviewer

Alternatives Considered

Genesys Cloud

We use also PureEngage on Premises. Both offer great custumer experience but we choose PureCloud on mid-sized businesses, because it is an incredibly fast solution that is entirely based on Cloud servers (AWS) and does not require hardware infrastructure. PureEngage on Premises is the best solution for large businesses that have their own datacenter and infrastructure support team.
Nikolaos Thermogiannis | TrustRadius Reviewer

Scalability

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Very easy to add contact centers being we just launched another center this month.
Raymond Richardson | TrustRadius Reviewer

Return on Investment

Genesys Cloud

  • We have had PureCloud now for less than a year, so it is too early to comment on our overall business objectives. Shortly after deployment we did experience significant call audio issues which was caused by misconfiguration of our webRTC phone had a negative impact on our customer experience, however we worked through this and once it was resolved the product has started to deliver what it has set out to.
David Brewster | TrustRadius Reviewer

Screenshots

Pricing Details

Genesys Cloud

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

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