Genesys Cloud Reviews

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362 Ratings
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Score 7.8 out of 100

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March 01, 2021
Danette Babyn | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Scalability

9
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Read Danette Babyn's full review

Feature Scorecard Summary

Agent dashboard (204)
8.4
Validate callers (184)
7.7
Outbound response (168)
8.0
Call forwarding (184)
8.4
Click-to-call (CTC) (146)
9.0
Warm transfer (199)
8.8
Predictive dialing (124)
6.8
Interactive voice response (164)
8.5
REST APIs (138)
8.5
Call scripts (149)
8.5
Call tracking (199)
8.7
Multichannel integration (151)
8.2
CRM software integration (147)
7.6
Inbound call routing (188)
8.6
Omnichannel inbound routing (144)
8.4
Recording (190)
8.6
Quality management (177)
8.2
Call analytics (180)
8.5
Historical reporting (189)
8.1
Live reporting (185)
8.2
Customer surveys (106)
6.8
Customer interaction analytics (133)
7.6

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.
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
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
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 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
EditionPricing DetailsTerms
Starting Price$900.00Per Year
Maximum Price$1,680.00Per Year

Genesys Cloud Technical Details

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

Frequently Asked Questions

What is Genesys Cloud?

Genesys Cloud (formerly PureCloud) 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.

What is Genesys Cloud's best feature?

Reviewers rate Click-to-call (CTC) highest, with a score of 9.

Who uses Genesys Cloud?

The most common users of Genesys Cloud are from Mid-size Companies and the Telecommunications industry.