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March 09, 2021
Genesys Cloud, at the moment, has been the basis of operations for the company to be in contact with all of our clients. This system has helped the company thrive in sales, and have fewer dropped calls and other issues than other phone systems that we have used before. It allows us to work as a team and simplifies transferring calls, receiving calls, reports of calls for the day, week, month and so on. This system is being used by the whole organization and it works perfectly. There hasn't been any issues from my part. [The] only issues we've had is due to other problems like internet connection which does not involve the use of Genesys Cloud.
- Receiving and transferring calls.
- Call Reports.
- Easy to use.
- Voicemails at hand.
- Missed calls notifications.
- Three-way calls.
March 03, 2021
Genesys Cloud [(formerly PureCloud)] is being used only by the Call Center department at my organization ( Al Mana Retail - Hermes ), We are using Genesys Cloud [(formerly PureCloud)] to make and receive calls and email with the customers, also we do have a WhatsApp Business platform to communicate with our clients over WhatsApp.
- The ability of transferring the calls, WhatsApp messages and Emails to a specific agent to follow up with the client.
- Friendly user interface and software.
- Updates all the time
- The flexibility of reaching technical support team.
- Genesys Development Project for WhatsApp platform will allow users to view and save audio and video files sent by the client.
- Allowing Agents to communicate easily while on or off queue.
- Genesys has an E-Learning for the users to make sure all agents are up to date.
March 02, 2021
Genesys Cloud is currently the contact center solution for a few departments within the bank. Customer Support, Sales, Investments and Internal Support. Telephony, chat and report features are integrated with custom applications and voice resources integrated with our Avaya corporate system. It addresses the need for efficient and organized customer support, proper telephony resources in order to contact external & internal customers as well as chat and cobrowsing resources.
- Integration with other internal products
- Fast and easy expansion capability
- License pricing
- Software continuously improved on a weekly basis
- Proactive Support and Professional Services.
- Appropriate tools for working with clients using Linux softphones.
- The client console could be simpler to operate and more intuitive.
- AMD process for administrator users could be simplified on a single menu.
March 02, 2021
Genesys Cloud is being used on the enrollment of new clients, follow up with existing clients and generally maintaining a proper communication with clients and fellow coworkers. It has proven to be a useful tool to connect with people from around the country and to maintain an effective communication between departments and with new and existing clients.
- Lets you maintain a stable and clear communication.
- Great at call identification and organization.
- Great articulation with other applications.
- Good user interface that help you identify possible opportunities and company structure.
- Lets you create a personalized profile for other members of your organization to see.
- Great tool for organizing and qualifying inbound and outbound calls.
- Great for receiving and reviewing voicemails.
- Great at keeping track of useful statistics and data from inbound and outbound calls.
- Sometimes it's hard to copy and paste information from and to the application.
- It often loses track of calls and doesn't add it to the statistics.
- Could have an easier user interface.
- Sometimes it crashes during call results.
- Sometimes it causes a call error that keeps you from calling.
March 01, 2021
We are a large nationwide company. We use Genesys Cloud across 75% of our company base. We were searching for a system which could support our size requirements, and which incorporated a process for evaluating and reporting on the call interactions between our agents and our customers. We have tried various systems, but find Genesys offered some of the best options.
- Searching for call interactions is quick and easy.
- The "Timeline" provides valuable data and insight into each call.
- Setting up evaluation forms is quick and easy.
- I work on quality improvement, and reporting on call interactions we have reviewed and scored is somewhat limited.
- I find I often have to pull several mini-reports and transfer data over to Excel to get the reporting options I need/want, that aren't offered by the program.
- Working with Policies can be somewhat confusing and results aren't often what is expected, requiring review and update, which is sometimes "hit & miss", until you get the results you are looking for.
March 01, 2021
Genesys Cloud is utilized by all employees replacing phones for either client contact or contacting agencies as the Internal Revenue Service or other State Revenue Agencies. Since we utilize it for client contact it does provide helpful functions as voice mail, call transfer, merging calls or conference calls. Also the fact that calls can be recorded is extremely helpful with client contact as any confusion can be resolved by going over the recordings.
- Call quality is very good and consistent.
- Caller ID is very helpful so we can identify who is calling before answering.
- The voicemail function is very helpful as you can hear them and also transfer them if it is for someone else..
- To be able to use the dial pad by clicking the numbers on the keyboard.
- To be able to select different phones numbers to dial from.
- The ability to track phone time during the day directly from the interface.
February 26, 2021
It is used across the entire company - from sales, to customer service, and attorneys and accountants. Obviously different users have different functions. The main problems solved by Genesys Cloud [(formerly PureCloud)] are that it provides stability and no downtime, along with complex routing, and flexibility to integrate with other platforms easily.
- Call Routing and Sophisticated IVRs
- Great Reporting via third party apps
- Stability
- The Outbound Dialer functionality is very poor
- CRM Widget can be improved
- Scripting can be more user friendly and easier
March 03, 2021
Genesys Clould is being used in my organization across the board. It is used to assist clients who find themselves having issues with the IRS or the state, or they simply wants us to file their taxes. Genesys Cloud facilitates communication with our clients. It allows us to call our clients to update them on their case making them be able to rely on our services. Clients can also call us whenever they have questions or simply want an update. It is also use by all employees in my organization to communicate with each other; making it easier to keep connected allowing us to be more productive and efficient in completing tasks or assignments. It is very easy to transfer our clients to the ideal person who can assist them with what they need. Genesys Cloud is very dependable. For the time that I have used it, I have not experience disconnections or drop calls. The system is well develop that it works excellent. I am very satisfied with how Genesys Clouds works and would recommend it to any organization or entrepreneur.
- Stable connection.
- Fast and efficient.
- Easy to use.
- None - it is perfect.
March 02, 2021
Genesys Cloud (formerly PureCloud) is being used on a daily basis throughout our organization in several departments. It is our primary phone system and main source of contact with not only current and potential clients but also with resources such as ADP and the IRS for various tasks and work.
- It is user friendly, which is helpful for people who are not tech savvy.
- It keeps track of your calls, which helps when having to call either multiple people a day or the same numbers frequently.
- It allows for intra-company connections, which help when needing to transfer calls to other departments.
- Genesys drops the calls frequently, sometimes important calls are cutoff and it's hard getting in touch with the client again
- There is a delay when speaking to someone most of the time so it seems you are cutting off the person when it is the phone system delay and this can cause conflict and miscommunication
- It is choppy and unclear at times and makes it very hard to hear what the other person is saying and causes one to miss important information and constantly be asking for the client to repeat themselves.
- Sometimes you can't hear the other person or you hear an echo and again, this causes one to have to hang up and call again
- A lot of times, the call does not even go through. I've had to dial the number multiple times and it does not go through and then I need to refresh the page or close out and log back in again. To make one call, it takes about 3 tries sometimes.
March 02, 2021
Cloud is being used a crossed multiple business units. It is the telephony solution to keep our remote users in contact with our home office and our external customers.
- Easy to program
- Easy for IT and dept heads to use
- Good call quality
- Reporting sucks. It's hard to read and when I extract the info for analysis formatting is hard.
- Contact centers need to see the metric in between call time. This is currently not available on the report.
- Setting up call flows and schedules is confusing a more simple approach would be great.
March 02, 2021
To my knowledge, Genesys Cloud is used throughout the organization and it is a valuable communication tool both for customer relations and inter-office collaborative efforts. Its functionality is simple and intuitive and the software is dependable. I find it an enormously impactful and practical tool in my arsenal which aids in my efforts of producing efficient and quality results.
- User-friendliness.
- Ability to use desk-phone from home.
- Strong customer support.
- SMS feature.
- Stability.
- Connection.
- Use of External Devices.
March 02, 2021
We've replaced our outdated telephony contact center infrastructure by Genesys Cloud omnichannel solution 3 years ago to enable our customer care organization operating follow the sun model worldwide to benefit from new digital capabilities and flexibility. It would be too costly to keep upgrading our previous infrastructure to introduce new digital channels (chat, email) and bot assistance functions. During the COVID 19, our customer care teams are able to keep operating from home without any service disruption to our airport and airlines customers.
- It's pretty simple to active Genesys platform in few days or weeks to make it ready for large and worldwide deployment.
- WebRTC softphone with OPUS codec provide a great solution for home worker agents.
- Just need to simply use the service and no need to spend time on infrastructure management compare to on-premises contact center that require regular patching, upgrade which are complex operations.
- IVR is powerful with API and integration with AI function while remaining easy to be managed for day to day operation.
- AppFoundry is another key feature to allow third party application activation.
- Simple recording solution with visual time line and scripting.
- Communicate functions are not rich enough to replace traditional telephony system.
- Chat client is not rich enough to ease user interaction. Ex: No click button to allow customer to reply easily.
- Missing email notification for reports or any customized events.
- Cannot mix virtual edge with cloud carrier and local edge model.
Genesys Cloud (formerly PureCloud) is being used across the whole organization internally and for our members to call us. It's used for all our queue calls for membership, roadside, insurance, mortgages, travel, and reception, to name a few. It replaced our Avaya Phone system. Genesys Cloud (formerly PureCloud) addresses call recording and email queues, as well as regular queues. We are in the process of looking at the transcription option that has recently become available. It has provided us with the flexibility and scalability to adapt as our needs change and has allowed us to define requirements based on seasonality that we have in roadside. It was also very easy to get our agents set up at home quickly when the COVID pandemic forced this requirement. It has provided us with updates regularly, which brings in new enhancements as they become available.
- Easy of use
- Single sign on
- Realtime information
- Edge updates
- Automatic updating of call status
- Queue not responding after a timeout
March 01, 2021
In the company where I work, all departments use Genesys for internal communication, where we can dialogue with each other, transfer calls and even create conferences. We also use Genesys Cloud to be in communication with our clients - the service we provide is directed to the resolution of taxes, [and] we must be in constant communication.
- Immediate calls with good audio quality.
- Multiple options to your call, Answer, Transfer, Hold, Conferences, Mute, Record call, etc.
- You can have control of the performance of your calls.
- Be able to implement SPAM call recognition.
- The way to answer calls could have a more immediate means than always having to be in the initial window.
- I would like to be able to personalize my voicemail.
March 01, 2021
It is the primary phone system companywide. We use it for call queues and individual phone lines. We use this to call clients, IRS and State departments, coworkers, and third parties.
- User interface is clear and clean- very user friendly.
- It is easy to set your status so coworkers can see if/when you are available.
- Conference calls are easy to start.
- Limited reporting for phone lines not in a queue.
The Community Tax company uses Genesys Cloud to have a better communication with clients. Since legal issues that the Latino community lives today in the USA are discussed, we sell tax resolutions, and we understand the situation that our clients live. For this we are prepared to be able to help them with any situation they have with the IRS.
- Calls are always clear.
- We can triangulate calls.
- We can see our productivity.
- The options that the application has are easy to use.
- Call downloads are heavy.
- Calls show errors and don't download complete.
- The tabs are not quite dynamic and then it is difficult to return to the starting point.
March 01, 2021
It is used by different lines of business across the company globally. Some organizations have separated divisions within a single instance. It addressed the business' needs to stand up a quick and best-in-class solution rather quickly, with less investment than Engage. It also allows the business a greater level of access and power to work on the platform.
- Single Licensing Model for all features. Not separate for email, chat, etc.
- Application updates automatically. No need for testing/installing fixes/patches.
- No thick client. Can work from anywhere with internet.
- Greater dependency on vendor uptime. Outages are a disaster.
- No true DR solution across regions/aws.
- Support is not adequate.
March 01, 2021
Genesys Cloud is currently being used by 45% of the company. It has replaced our EOL system, and provides full metrics to evaluate our support to the company. Genesys has helped create a way to track other departments' metrics that in the past were not available. Moving into the platform has allowed other business units to know when call volume is high, how long it is taking to resolve, and what the agents are doing [throughout] the day.
- Agent Visibility.
- Scheduling.
- Metrics.
- Limitation on views.
- Dashboarding.
- Messaging.
Genesys Cloud is being used in the entire company at Community Tax LLC. Since we started using it the platform has been great without any issue which I can see from a standard users end. Using this platform allows us at Community Tax to help individuals and companies with income tax problems.
- Easy CRM integration.
- Tracking calls and performance status.
- Easy way to place and receive calls with a built in voicemail option.
- CRM plug-in speed can be improved.
- Real time data on the CRM plug-in.
- From a standard user's end- no other issues.
We use Genesys Cloud as our internet phone to call other parties outside the company.
- Tracks phone time very well.
- Gives you an overview of which co-workers are available and changing your own status is very easy too.
- Gives you the option of having a call history available and visible.
- The internet connection has to be 50 Mbps + in order for it to work properly, which is not available in all areas. Otherwise, the calls break up.
February 28, 2021
Genesys Cloud is currently used in our organization to help fulfill the needs of constant communication with our clients. It's a must-have tool for our entire department. And throughout updates, we have made really good progress with this software. The current problems that do persist are the constant dropping of the calls. Or the phone rings, yet there is no one calling nor is a caller ID shown on the screen.
- It is a reliable software that gets the job done.
- The interface is very practical and easy to use.
- Very fast and efficient when it comes to making calls.
- The classic "select all" feature to erase previous voice mails.
February 28, 2021
More than anything, the benefits that I have found is that when I move from an application to the use of Genesys since I am part of the quality area, it allows me to always be updated with the calls of the case analysts, and, above all, it allows me to be up to date with the information and processes are carried out in a correct way. Genesys allows me to work in a certain way faster. I really hope for more updates on this app that is very friendly and above all easy to use. Transferring calls, getting voicemails to the right people, it's made my life easier. Listening to calls is easy. Calling co-workers without having to look for extensions is much friendlier than with other apps.
Quickly finding out what other employees do and which department they belong to is really helpful, as it helps us help the client more efficiently. Before we would have to use other less practical tools for this. We are able to identify when call volume is high and when calls flow out. This has allowed us to shift our sales schedules to maximize the incoming call opportunities. We also have much greater visibility on what agents are doing with their time.
The benefits are greater productivity and efficiency, plus more new clients.
- Listening to calls is easy.
- Calling co-workers without having to look for extensions is much friendlier than with other apps.
- Queues can be finicky at times but are also a very valuable resource.
- You are encouraged to use email/online support rather than calling in.
February 28, 2021
I work in the sales department of Community Tax and I answer inbound phone calls. It is used across the whole organization. I have been in sales for close to 5 years and Genesys has been by far the best phone system. Being that I work in phone sales, having a reliable phone system is essential to my work and productivity. I am able to hear my clients and prospects well and I always come in clear with minimal background noise as well.
- Sound quality. I can hear the clients great and they can hear me clearly.
- The ability to easily transfer calls to my coworker or to different departments, there is no lag time.
- I do not miss incoming calls, I get visual and audio for when calls come in, helping me to not miss a call.
- Would be nice to have a live web chat when experiencing issues, but honestly, it has not come to that point. IT is able to easily assist me and it is usually a quick fix, mostly my doing.
- I have experienced dropped calls.
February 28, 2021
The whole company Genesys Cloud is used for all telephone contact between the company and the client. That makes it better for better user-customer communication. We also use it to get reporting and, in my particular department, to listen to calls between agents and customers to ensure quality standards are met and all information is provided correctly to the clients.
- Easy to learn and intuitive.
- Easy to configure or use with multiple headsets.
- Easy to find a particular individual phone number.
- The recordings take a little while to load.
- The search option for recorded calls could be better in terms of finding a particular call from a particular agent.
- The interface could look more modern.
February 28, 2021
Genesys Cloud (formerly PureCloud) is used by the entire organization for automated call center implementation and incoming and/or outgoing direct-dialed local, interstate, and international standard calls, including internal calls, call monitoring, call recording, and call statistics and metrics and is integrated with our customer relations management (CRM) software.
- Incoming calls
- Outgoing calls
- Call center que calls
- The entire new user creation process
- Searches for available extensions
- New number assignment
- Data table management
- DNC list
- Admin user interface
Genesys Cloud Scorecard Summary
Feature Scorecard Summary
What is Genesys Cloud?
Customer relationships can be complex, but that doesn’t mean they have to be difficult. The Genesys Cloud (formerly PureCloud) solution promises to make customer relationships simple. Built to handle any channel, the Genesys Cloud platform follows the conversation across communication channels—turning calls, email, chats and social comments into a conversation.
The vendor aims to simplify the way you connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships. Genesys Cloud is a customizable all-in-one application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.
The vendor says their software deploys in days, is intuitive to use, and continually innovates with upgrades each week.
The vendor aims to simplify the way you connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships. Genesys Cloud is a customizable all-in-one application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.
The vendor says their software deploys in days, is intuitive to use, and continually innovates with upgrades each week.
Genesys Cloud Screenshots
Genesys Cloud Video
Genesys Cloud Overview
Genesys Cloud Integrations
Zendesk Support Suite, Salesforce, SAP, Oracle, Microsoft, Teleopti, Verint
Genesys Cloud Competitors
Genesys Cloud Pricing
- Does not have featureFree Trial Available?No
- Does not have featureFree or Freemium Version Available?No
- Does not have featurePremium Consulting/Integration Services Available?No
- Entry-level set up fee?No
| Edition | Pricing Details | Terms |
|---|---|---|
| Starting Price | $900.00 | Per Year |
| Maximum Price | $1,680.00 | Per Year |
For the latest information on pricing, visit https://www.genesys.com/platform/purecloud/purecloud-pricing
Genesys Cloud Technical Details
| Deployment Types: | On-premise |
|---|---|
| Operating Systems: | Windows, Mac |
| Mobile Application: | Apple iOS, Android |