Genesys was the best option for us.
March 28, 2023

Genesys was the best option for us.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX

We utilize Genesys as our Contact Center solution. Customers reach us to purchase our products and we use Genesys Cloud CX to route calls to agents based on Skills, ANI, and DNIS.
  • Speed of client
  • Ease of use of client
  • Quick administration
  • In-depth Reporting
  • Client customization
  • Help articles are lacking in detail, sometimes contain broken links or have out dated and/or are lacking information
  • Features are missing that were in PureConnect, e.g. Drag-and-drop to transfer
  • "Too many clicks" is often a complaint, e.g. to transfer a call.
  • We would have stayed on PureConnect if possible. User adoption has been a struggle.
  • It has modernized our Contact Center and future capabilities, although we haven't taken advantage of them yet, are promising.
We aren't currently utilizing these.
We did a lift and shift. We simply migrated our existing functionality from PureConnect to PureCloud and will take advantage of new features moving forward.
Genesys Cloud was MUCH faster than the other software we demo'd
Genesys' user interface was far superior and easier to use than the others.

Do you think Genesys Cloud CX delivers good value for the price?

Yes

Are you happy with Genesys Cloud CX's feature set?

Yes

Did Genesys Cloud CX live up to sales and marketing promises?

Yes

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Genesys Cloud does complex routing scenarios very well. Simple routing scenarios we utilize Microsoft Teams due to licensing cost.
The desktop client is fast. The desktop client "breaks" frequently, especially for users with inconsistent network connections. The client has to be "refreshed" constantly.

Genesys Cloud CX Feature Ratings

Agent dashboard
8
Validate callers
10
Call forwarding
8
Warm transfer
3
REST APIs
7
Call scripts
8
Call tracking
7
CRM software integration
7
Inbound call routing
10
Recording
10
Call analytics
10
Historical reporting
10
Live reporting
10