Genesys Cloud Reviews

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233 Ratings
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Score 7.4 out of 100

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Kristopher Kauth | TrustRadius Reviewer
July 02, 2020

Genesys Cloud bridges the gap between excessive complex vs. limited functionality options for contact centre platforms.

Score 8 out of 10
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Alternatives Considered

Genesys Cloud was the leader among many that we were evaluating. Part of the reason is that it had more features that we needed, while each of the other platforms had one thing or another that were trade-offs. Genesys Cloud was also the only platform with a concurrent user pricing option, as well has having some future features that we are looking at, such as a chat engine that can accomplish what we are looking for.
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Sathya Prakash Paramasivam | TrustRadius Reviewer
June 26, 2020

Genesys Cloud well a solution for contact center organization!

Score 9 out of 10
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Alternatives Considered

  • Cisco Unified Communications Manager (Call Manager)
An on-premise solution requires a lot of maintenance to upgrade hardware, software, and patch all kinds of security vulnerabilities. Genesys Cloud supports REST API. This makes integration with other systems be much easier.
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Paul Soulodre | TrustRadius Reviewer
April 29, 2020

Portable Contact Center

Score 9 out of 10
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Alternatives Considered

This is only a forecasting and scheduling tool and it has been very useful in the past but the advantage of having Genesys Cloud is we do not have to set up any integrations with other systems as it is all connected already.
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Matthew Calton | TrustRadius Reviewer
April 24, 2020

Nothing Cloudy here!!!! Pure sunshine

Score 10 out of 10
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Alternatives Considered

PureCoud for us was the next generation of communications provider, the previous system could not match the changing need of our business. We did look at 8x8 as an alternative but PureCloud had the scope of operation and the features that we were looking for. The other systems did not rank as high when doing a like for like analysis of the features and benefits.
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Christopher Kaldenberg | TrustRadius Reviewer
January 23, 2020

One Size Fits All

Score 6 out of 10
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Alternatives Considered

This is a tough question only because the PureCloud product is still young. Genesys as a whole is a very mature company with deep resources dedicated to the evolution of its portfolio. I can tell you that you need not worry about an "upgrade path". The product receives non-intrusive updates and patches daily. With PureCloud you don't need to wait for an upgrade team to schedule upgrade execution plans and downtime opportunities. Upgrades just happen, but not blindly. Genesys always tells you what's been updated or fixed in their release notes. Their design Architect for Admins stacks up strongly if not stronger than the competition.
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Frederik Björkman Bentzen | TrustRadius Reviewer
January 23, 2020

How to purify a cloud-based callcenter

Score 9 out of 10
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Alternatives Considered

Cost and the cloud-based aspect, which perfectly suits our needs. The e-mail solution in PureCloud is a work in progress, but much cheaper than other solutions.
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Anonymous | TrustRadius Reviewer
June 24, 2020

Genesys Cloud - Easy, reliable solution

Score 9 out of 10
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Alternatives Considered

Our company hasn't exactly used any programs similar to Genesys Cloud--our previous program wasn't a cloud solution, but the Cisco UCCX on premise solution. Compared to that older program, Genesys Cloud has a lot more stability. There are no longer nights where we get downtime or outages--instead, we have a solid, reliable solution.
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Anonymous | TrustRadius Reviewer
June 21, 2020

Genesys Cloud makes your focus on the business logic of contact center

Score 8 out of 10
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Alternatives Considered

1. An on-premise solution requires a lot of maintenance to upgrade hardware, software, and patch all kinds of security vulnerabilities. It's a bit hard to focus on implementing business logic.
2. Genesys cloud supports REST API. This makes integration with other systems be much easier.
3. Genesys AppFoundry is a good market place.
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Anonymous | TrustRadius Reviewer
April 07, 2020

Good, but you'll pay for it.

Score 8 out of 10
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Alternatives Considered

Unfortunately, as just an assistant manager, I wasn't able to compare similar products to Genesys PureCloud. I was informed that we were moving to the new system and then asked to help implement it. It would have been helpful to compare and contrast some of the competitors to Genesys PureCloud.
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Usama Ahmed | TrustRadius Reviewer
August 21, 2019

Decent product for small to medium call centers with low in-house engineering skills.

Score 7 out of 10
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Alternatives Considered

I believe that Cisco Enterprise has been the best in my experience. PureCloud is a solution for company's that cannot go to Cisco Enterprise. When compared to NICE inContact CXone, this product has some good features and some bad. Genesys has the on-demand failover capability and good P1/code red support while NICE inContact CXone does not. NICE Engage recording and QM platform just flat out sucks while Purecloud's platform is not bad but still not as good as Calabrio AQM. NICE InContact support is fairly bad, the engineers you deal with are normally middle-men for people who actually hold product knowledge and expertise. If you like scripting your IVRs yourself then the Genesys tool is OK but in comparison Studio by InContact is way better.
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Ronnie Knight | TrustRadius Reviewer
August 02, 2019

Genesys PureCloud is the way to go - by far

Score 10 out of 10
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Verified User
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Alternatives Considered

At the time ShoreTel did not have an cloud base application that we liked. Genesys PureCloud was by far a better product. However ShoreTel client application might have been better than PureCloud (time will tell).
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James Riley | TrustRadius Reviewer
July 24, 2019

Genesys PureCloud is the clear front-runner in the CX space

Score 10 out of 10
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Alternatives Considered

I am a 25+ year veteran of deploying and supporting the Cisco UCCE product set. The level of ease in deploying PureCloud versus all the UCCE software plus the third party product sets or add-ons to have a comparable offering is unmatched. With less than a year experience on PureCloud, I can deploy the entire contact center platform and all the integrations in 1/20th of the amount of time it would take me to stand-up and fully integrate a UCCE environment with ASR/TTS, web services enabled IVR, AQM, WFM, and agent CRM integration, WebChat, SMS, eMail, and agent-based chat.
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James Riley | TrustRadius Reviewer
November 12, 2019

Genesys PureCloud will be a Magic Quadrant leader for years to come

Score 8 out of 10
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Alternatives Considered

Ease of deployment and the time for the users to adjust and become self-sufficient is dramatically in favor of PureCloud. Training and online self-help resources are well thought-out and developed for getting a new user familiar with the product, but old or irrelevant data is still visible and adds frustration when trying to find a solution.

The function help in Architect needs to be revamped to provide better examples in the syntax in lieu of constantly reverting to specific function use with "NOT_SET". Providing syntax examples a user can follow would be more beneficial.

Cisco Documentation, wikis and community boards are routinely scrubbed for older no longer relevant details.

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Aarde Cosseboom | TrustRadius Reviewer
September 12, 2019

Genesys PureCloud exceeded our expectations!

Score 10 out of 10
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Verified User
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Alternatives Considered

Genesys PureCloud's major differentiations are: cloud-based AWS technology on MicroServices that allows for the more frequent (and less disruptive) release of features.
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Feature Scorecard Summary

Agent dashboard (118)
8.5
Validate callers (107)
7.6
Outbound response (94)
8.4
Call forwarding (104)
7.9
Click-to-call (CTC) (85)
9.5
Warm transfer (113)
9.3
Predictive dialing (66)
8.3
Interactive voice response (95)
9.2
REST APIs (80)
9.2
Call scripts (91)
8.7
Call tracking (114)
9.3
Multichannel integration (86)
9.4
CRM software integration (76)
8.3
Inbound call routing (110)
8.8
Omnichannel inbound routing (83)
9.2
Recording (109)
8.9
Quality management (103)
8.5
Call analytics (103)
9.1
Historical reporting (109)
8.8
Live reporting (107)
9.2
Customer surveys (53)
7.8
Customer interaction analytics (79)
8.7

About 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.
Categories:  Collaboration,  VoIP,  Contact Center

Genesys Cloud Features

Contact Center Software Features
Has featureAgent dashboard
Has featureValidate callers
Has featureOutbound response
Has featureCall forwarding
Has featureClick-to-call (CTC)
Has featureWarm transfer
Has featurePredictive dialing
Has featureInteractive voice response
Has featureREST APIs
Has featureCall scripts
Has featureCall tracking
Has featureMultichannel integration
Has featureCRM software integration
Has featureAutomatic speech recognition (ASR)
Has featureNatural language processing for IVR
Has featureCommunications forecasting
Workforce Optimization (WFO) Features
Has featureInbound call routing
Has featureOmnichannel inbound routing
Has featureRecording
Has featureQuality management
Has featureCall analytics
Has featureHistorical reporting
Has featureLive reporting
Has featureCustomer surveys
Has featureCustomer interaction analytics
Omnichannel support Features
Has featureEmail
Has featureVoice (phone)
Has featureVoIP
Has featureSMS/Text
Does not have featureVideo channel
Has featureLive chat channel
Has featureCo-browse
Has featureScreen-share
Has featureSocial media channels
Has featureMobile applications
Predictive Analytics Features
Has featureIntelligent call routing
Has featureChatbots
Does not have featureAI assistance for live agents
Additional Features
Has featureVoice Routing
Has featureWeb Chat
Has featureEmail Response
Has featureSMS
Has featureSocial Listening
Has featureUnified Communications
Has featureSoftphone
Has featureWorkforce Scheduling

Genesys Cloud Screenshots

Genesys Cloud Integrations

Zendesk, Salesforce, SAP, Oracle, Microsoft, Teleopti, Verint

Genesys Cloud Competitors

Genesys Cloud Technical Details

Deployment Types:On-premise
Operating Systems: Windows, Mac
Mobile Application:Apple iOS, Android