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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Pros and Cons

  • Ability to BYOC "Bring Your Own Carrier" for the phone lines.
  • Good IVR functionality, and fairly easy to configure.
  • Can burst license use during operational fluctuations, and just pay the overage, rather than increase commitment.
  • Use desk phones from home, as part of the contact centre and/or PBX.
  • Outbound calling rules are not as robust as Genesys Pure Connect Cloud.
  • Permissions and interface settings are not as granular as we would like. Such as being able to remove a specific tab/feature from the left navigation for some roles.
  • There could be a better interface or features for looking up recordings for QA. Currently have to "dig" a bit to find what we are looking for.
  • The phone menu only has voice options, and doesn't list their numerical equivalent, even though they still exist (e.g. say "greetings" or press "3").
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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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Pros and Cons

  • WebRTC, embedded within Desktop App that can be used in VPN less mode directly over an internet connection.
  • Softphone, additional client to be installed on PC as a plugin. Telephony can be control by a desktop App.
  • Scaleable and flexibility which can be used at anywhere & anytime as long there is internet connection.
  • User-friendly interface.
  • Having more flexibility to customize report.
  • Having more access to logs.
Read Sathya Prakash Paramasivam's full review
Rodolfo Antunes | TrustRadius Reviewer
June 03, 2020

Really good platform, with a great support team

Score 9 out of 10
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Pros and Cons

  • Customer Support - Every time we need help from the Genesys team they are really helpful and very quick to answer.
  • UX - The platform design is really good, very simple to understand, new reps learn really quick how to use it.
  • Reports - It doesn't allow us to create customized reports. Some of them you need to add a lot of details to get the info you need.
  • WebChat - It could have more features for customers, such a knowledge base to customers before sending them to a rep.
Read Rodolfo Antunes's full review
Paul Soulodre | TrustRadius Reviewer
April 29, 2020

Portable Contact Center

Score 9 out of 10
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Pros and Cons

  • Easy to configure and user-friendly interface
  • Handles multiple media
  • No on-site servers or other hardware to maintain
  • Workforce Management is missing features available in other WFM tools.
  • Tracking issues can be difficult as console and network logs need to be compiled.
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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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Pros and Cons

  • With the support packages available and the engineer support provided the commissioning was undertaken in a way to broaden the knowledge of all the integral parts of the software leaving nothing to cause any issues upon going "Live"
  • The constant development and release of new features really have us enthused about how the system will grow to meet our changing needs
  • Stock MIS reports are good and getting better
  • Community Forums, Developer centre and GCAP are really good for "go-to" solutions to occasional issues encountered
  • The Telecoms Platform is extremely stable - Big Score here
  • Growing number of third-party vendors providing additional functionality
  • Ease of Use for supervisors and staff
  • Purecloud App and Browser options
  • Scaleable and flexibility to move from Office to remote working
  • Whilst my initial experiences of First-line support were painful Senior management have made changes that have improved the experience however the speed of resolution could be improved more
  • Success management does not quite live up to expectations - but this is made up for by the general communication and support from the higher tiers of management
Read Matthew Calton's full review
Brian Harris | TrustRadius Reviewer
January 28, 2020

Contented PureCloud User

Score 8 out of 10
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Pros and Cons

  • The administration is relatively easy to manage. The architecture tools within PureCloud to set up the IVR and menus within are intuitive and easy to understand. Minimal training was needed to complete tasks that previously took many hours and communication threads to complete.
  • The infrastructure is reliable and has resulted in minimal disruption in servicing our customers.
  • The workforce management tools within PureCloud are very basic. We supplement shortcomings in the tool with manual work done outside of PureCloud.
  • We struggle with remote employees and usability of the system (Audio degradation, call connections, etc).
  • Although our data is easy to find within the tool, exporting that data requires API work and isn't easy to get. Programs like Emite or Pure Insights are recommended.
Read Brian Harris's full review
Charlie Norton | TrustRadius Reviewer
May 15, 2020

Very happy with product

Score 9 out of 10
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Pros and Cons

  • Working remotely is so easy
  • A must for keeping customers happy
  • Platform is diverse and easy to use
  • Recording retention deletion
  • Deletion of voicemail recordings is tricky
  • Not being able to separate quality forms by division
Read Charlie Norton's full review
Anonymous | TrustRadius Reviewer
June 24, 2020

Genesys Cloud - Easy, reliable solution

Score 9 out of 10
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Pros and Cons

  • Reliability: This solution boasts a constant uptime and it uses a website to prove and display which services are up and running.
  • Simplicity: Designing and administering call routing is simple and easy with the Architect interface.
  • Mobility: With both the web app, the desktop app, and the mobile app, Genesys provides a way to connect on the go, or in the case of emergency.
  • Headset compatibility: There's not exactly a list of compatible headsets, so we had to find working models through trial and error. Thankfully this seems like a one time problem.
  • Mobile app: The mobile app is extremely basic, and needs a lot of work. Ideally this app would allow agents to use a web phone, but currently it only allows forwarding to the cell phone.
  • Transferring: For some reason, there is not a clearly labelled way for agent to conference in another line. We figured out how to do it eventually, but it should be much simpler.
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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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Pros and Cons

  • SaaS, so IT team can focus on implementing business logic.
  • Public cloud-based, so it's VPN-less.
  • WebRTC embedded, so no physical or soft phone is required.
  • Have more flexibility to customize reporting.
  • Support a real programming language, like Python, in IVR flow.
  • Support a Single Genesys Cloud organization cross multiple AWS DCs.
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Anonymous | TrustRadius Reviewer
June 17, 2020

Genesys Cloud (formerly PureCloud)

Score 8 out of 10
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Pros and Cons

  • Real time SVL.
  • Reports.
  • Built-in survey tool.
  • Limited reports.
  • Agent's adherence doesn't show when they're on a call or just waiting for the next call.
  • Agent doesn't have the view to see their own adherences.
  • Lots of latency issues.
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Anonymous | TrustRadius Reviewer
May 25, 2020

Genesys/Purecloud Review

Score 8 out of 10
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Pros and Cons

  • WebRTC is easy to configure and has a user-friendly interface.
  • Ease of use for supervisors and staff.
  • Available in application and browser options.
  • Customer care response time.
  • Limited reports.
  • Limited access to logs.
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Anonymous | TrustRadius Reviewer
May 20, 2020

Genesys Cloud Review

Score 10 out of 10
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Pros and Cons

  • Integration to other systems
  • Call flow design
  • Adding new agents
  • Better outbound campaign management
  • More dashboards
  • Better reporting
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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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Pros and Cons

  • Excellent Report Structures
  • Easily manage multiple phones for users
  • Can monitor users efficiently
  • Navigating performance tabs are clunky.
  • Transition from Genesys Premier to PureCloud was not ideal. The transition managers were great with communication, but couldn't implement our desires well. Our biggest issue was with routing voicemails. We expressed the plan as clearly as possible, but it wasn't until 3 or 4 "re-inventions of the wheel" that we found a practical solution.
  • Some operators have been unable to receive calls for seemingly no reason. They will be takings calls, then, all of a sudden, they will stop receiving calls while other operators continue to receive them. No amount of logging out, then in; de-activating then re-activating accounts; removing queues/permissions then adding them back could fix the problem. Even deleting the account, then re-creating the account with the same email brought back the same issue.
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Anonymous | TrustRadius Reviewer
April 29, 2020

Simple to deploy

Score 9 out of 10
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Pros and Cons

  • Easy to use
  • Simply to support
  • Really fast to deploy
  • Great solution for COVID-19
  • Completely different from our other Genesys products
  • Some of our customer need more personalization.
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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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Pros and Cons

  • They are willing to do a failure at your command which reduces the downtime in outage scenarios.
  • The end-user software is pretty stable and does not malfunction too much.
  • The quality management/recording piece works well with its agent software.
  • 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.
Read Usama Ahmed's full review
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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Pros and Cons

  • The directory lookup
  • The chat room feature
  • Ability to select different type of phone devices (headset - deskphone - laptop - etc.)
  • Call forwarding
  • Faxing - we were sold that all of our faxing need would be met that was not the case
  • Mobile App needs a lot more work
  • Need work with Jabra headsets - we are having trouble with the buttons and the ringing through the headset
  • Desktop version needs additional work
Read Ronnie Knight's full review

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