Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
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GoTo Connect
Score 7.5 out of 10
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GoToConnect, from GoTo, is a cloud-based business phone system with built-in web-based video conferencing solutions. It includes features such as call analytics, call recording, softphone, fax to email, voicemail to email, and desktop integration.
I supported the PureConnect system before and felt the setting of the system is not as easy as the Genesys Cloud. Also the function of the Genesys Cloud is much stronger than the PureConnect . Finally, the PureConnect not have the using of Bot and AI which are currently very …
Genesys Cloud CX offered a high degree of connectivity within our existing framework. We were also assured by the lack of outages in the past, which brought us comfort that we will always be able to support our customers.
on the QA Feature, Genesys stacks like a 6 against Callminer based on our heavy dependency of data granularity and in depth speech analytics needs for reporting
I was not involved in the process of tech discovery and evaluation so cannot comment on other products that are knowledge bases. We have other tools that have knowledge bases such as D2L brightspace. It's an 'FAQ' tool that is in addition to the main features so is not a …
Genesys Cloud CX is much easier to manage than PureConnect - all from one system rather than needing separate components to install and validate. The ease of use when utilising all of the functionality really brings us to present day technology. Where it falls down is in its …
I think Genesys Cloud CX is superior to these products in basically every way, makes them seem very old fashioned immediately on first use. It does all that these products do combined, and more besides.
Genesys Cloud CX stands out among outdated call center platforms by allowing the ability to customize to your needs. When upgrading it was a no brainer to choose the best of the best. Genesys allowed us to combine our chat, email communication, and phones into one platform.
Before fully migrating to Genesys Cloud CX, we relied on Zendesk Talk and Chat as our primary contact for our customers to manage interactions. While we used Zendesk in our early stages and it goes well for us, but it did outgrew some capabilities. Unlike Genesys Cloud, we …
I don't think it can even compare. Genesys Cloud CX is a whole different level. The biggest advantage was that Genesys cares about its customers, regardless of size; it listens to feedback, encourages customers to get involved with its roadmap, and provides so many educational …
They are also capable of providing the services required in the market at the moment, unlike Genesys Cloud CX, which is an all-in-one, well-managed platform. Starting with open-source API documentation and the resource center, you get help in all forms, and learning is never …
While both are industry leaders, Genesys Cloud CX stands out for its superior ease of use and all-in-one integration, avoiding the "disjointed" feel often found in NICE's complex setup. We selected Genesys for its intuitive interface and significantly lower administrative …
Genesys Cloud CX offers the most mature all‑in‑one, cloud‑native microservices platform with strong AI, orchestration, and omni‑channel depth. Webex Contact Center is improving rapidly but remains relatively new, with strengths in Cisco ecosystem integration and enterprise UC …
There really is no comparison between Genesys Cloud CX and other vendors we considered. We worked with two other products and neither came close to offering the sophistication, end-user interface or reliability that Genesys offers.
Genesys provided top-level service and responsiveness. They go above and beyond constantly to ensure we are aware of new offerings and getting the most out of their services.
Genesys is vendor-agnostic product. Genesys integrates more flexibly with Microsoft Temas, Zoom and various CRM systems. Genesys is a much more robust in Agent Desktop, better managing human agent's workday, quality scoring and complex voice routing. Also, Genesys has a mature …
Genesys far outstrips Q Master, our previous Contact Centre technology which was outdated by decades. Genesys brings our contact centre needs into the 21st century allowing us to support our students in new ways previously inaccessible to us. The efficiency gains have been …
The major advantage Genesys has over these platforms is in its code nocode user interface. It empowers the end user to deliver most of the functionalities on their end without the dependency on the vendor. The app foundry is also vast with lots of reliable tools which can be …
Honestly, tools like Zoom or Google Meet are fine if you just need basic video, but they completely ignore the actual phone side of things. I chose GoTo Connect because it handles everything at once. We finally ditched our clunky old phone provider and stopped paying for …
Go to is the only VoIP system we have ever tested. Teams is just more widely used and preferred in the business world for meetings and screen sharing, and several of our customers and contacts send us meetings in Teams, so for that reason alone, it is our preferred product. For …
Older telephony technology can be extremely difficult to understand and Admin. I can't say enough about the UI with GoTo as one does not need any IT experience to Administrate this tool.
Some providers are very eager to catch a sale and not help you once you are locked in. I found with GoTo Connect the merchant support team to be very helpful and easy to get a hold of.
Goto Connect is way better than ooma, mainly in customer service. Ooma, however, integrates with my CRM, and I miss that. I need for GTC to integrate with Vertafore's Agency Zoom platform
It is very similar, but with even easier administration which allows administration with a smaller IT Team. One of the main reason we selected GoTo Connect was for its cost and feature packed admin panel.
Almost non comparable. Microsoft nickel and dimes you for licensing that is not overly clear. Any change to the teams phone system can take upwards of 48 hours sometimes leaving clients without a phone system for that time. No dialing through phone trees when on a conference …
Go-To was the more cost-effective option between these. They also had the closest alignment to our goals and what we needed for our company without going overboard. We are happy with our decision and will continue to recommend Go-To.
GoTo Connect is a higher-quality product. It is easy to use and easy to integrate with our other systems. We have been looking into different programs (there are so many) and GoTo Connect has a more professional interface.
You could evaluate Zoom phone or right by eight or RingCentral or Microsoft Teams with full capabilities those are all suitable alternatives. Make sure you understand the monthly service fees, and the cost for the telephones are needed for the service as they do very …
I just find it simpler easier to visualize the screen and nobody has any problem connecting. Unlike Teams which is tricky on mobile devices and many people are accessing the meetings from mobile devices.
We have been able to use Genesys Voice AI conversation BOT to address customer standard queries like check upcoming appointment schedules, reschedule appointments, payment status, bill copy. All these use cases were handled by agents earlier and now this has been completely automated. We are now able use agents for complex tasks and provide standard services 24/7 which earlier had agent dependency.
Go To is a great phone system that has made the transition from our old landline phone system to a VoIP product easy. Our users can customize their speed dial buttons; the dial plans are robust, so we can fully customize anything we need to; and, besides provisioning, setting up a new device is quick and easy.
Call reports: You can see and review calls received from the first receptor until the last who attend this call, also you can review all calls make and received by your teams
Voicemail options: Availability to create some voicemail with multiple receptors
Devices option: with several options to change on your devices
Audio library: Multiple option to create your own audio library with or without ambien music
There is a limit of 5 Audiohook monitor integrations for Genesys, which could have been more.
Genesys customer support could have been more proactive and helpful, similar to other major companies like Salesforce and AWS. However, whenever I raised a concern, in most cases, they would directly tell me it was a custom requirement, so I should post in the dev community or contact their Professional Services (PS) team.
In the Genesys Dev community, if you post any of your problems, it's unlikely that they will be noticed, and you will likely not receive a resolution to this issue. Moreover, if no one replies to you within 30 days, that post of yours will also be closed.
Making a dedicated button for "mute all" (other than yourself) for when someone "walks off before they mute"/has to quickly leave their computer....and FORGOT to Mute. Particularly when dogs are barking when someone working from home has a visitor at the door
I'd like to see some of the functionality from GoTo Webinar enabled for GoTo Connect: see who's "actively watching" vs has their computer screen on another application
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
They are knocking it out of the park on all fronts. I love the service and support I am receiving and have no complaints. If they raised their prices substantially I would reconsider but I don't think that will happen anytime soon. They would have to mess up something consistently moving forward to make me want to move
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
Overall, it's a decent product for the price. It has the basic features our company needed when it was brand new and was not overly difficult to set up. As we've grown, it's become increasingly difficult to build out the features we want to implement within the PBX, and customer support can be less than helpful. Many of the more advanced features (dial plans, queues, etc.) take a lot of research to understand how to implement. Some of the features we paid for weren't even available when we were attempting to set them up.
The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.
I have never experienced or heard of unplanned outages when it comes to GoTo Connect. Most of the time the unplanned outage is always local power at a site or internet service provider having an unplanned outage. GoTo's service has never failed any of our orgs yet that I know of.
Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.
There is no lag in phone calls. There is no background noise or static/fuzz. Calls are crystal clear. With other dialers and phone systems, I have experienced delays between dialogue or delays with the caller picking up the phone and then being able to hear you. We do not experience this with Go To Connect.
There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
Support used to be great when it was Jive support out of Utah. Now that they've offshored support it can be difficult to get a response. Our most common issues are least cost routing, and we run into support pushing back in stead of just figuring out which upstream carrier is having an issue like they used to. We often have to get our account manager involved, who is pretty strong.
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
In general, it gives a description and can help to understand what to do and how. but: Sometimes, it does not keep up with changes in the system (for example, in the GUI changes, additional features and so on). Sometimes, much easier and helpful to read the documentation (https://help.mypurecloud.com/) that gives the "better" explanations and takes less time.
The training videos could be more in-depth. This would help our user base so that they can feel impowered to look up information that they need without having to ask our admins every time they have a question about the system. Online training videos are also inferior to an actual person explaining systems.
My Team was involved in the discussion before implementing the application. We had a whole walkthrough of this product and during the demo itself we were very impressed with type of service we were getting. The integration of the product into our system was very quick and seamless.
The implementation was incredibly easy and straightforward. I came into the project never having migrated and changed phone systems before, and the team at Go-To made it super easy to port all of our numbers and phone lines over to the new system. It was not intimidating, and all of my questions were answered promptly.
Genesys Cloud CX is much easier to manage than PureConnect - all from one system rather than needing separate components to install and validate. The ease of use when utilising all of the functionality really brings us to present day technology. Where it falls down is in its Outbound systems, currently we are still using pureconnect as an outbound platform and shortfalls in the Cloud CX system has meant we must look elsewhere for our future operations.
Honestly, tools like Zoom or Google Meet are fine if you just need basic video, but they completely ignore the actual phone side of things. I chose GoTo Connect because it handles everything at once. We finally ditched our clunky old phone provider and stopped paying for separate chat apps. Now my team manages client calls, texts, and meetings from one single screen. It just makes life so much easier.
I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.
Its not readily apparent to me, other than cost, where you would run into any issues with larger scale deployments. When we went live on the product, the Jive team was always willing to do mass updates for us on our extensions, users, etc. in the system, so we didn't have to do too much manual one-by-one updates.
Our Idle time for agents decreased by up to 30% compared to the previous system. Agents who are idle and not accepting calls are placed in a not responding status, which is a significant addition to our idle time.
35% of our customers are able to complete their queries in the IVR. Integration with Salesforce made this possible, as the data is retrieved directly from the platform and accessed in real time. This helped us reduce the Agents' workload and significantly increase revenue.
Gamification is a huge plus; our Agents are actively tracking the weekly scores and working toward them to achieve them.
Cost Savings have been realized from reducing hardware .
We are all able to collaborate remotely and it has been seamless and easy to setup.
I'm able to pull reports, i wish there was improvement on the data analysis side. It has gotten better since LogMeIn, but something is a miss and can be improved.
