Portable Contact Center
April 29, 2020
Portable Contact Center
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
Genesys Cloud is being used across our entire organization. It has addressed a number of issues by being an all-in-one solution. It allows us to configure our call flows and queues, provides contact center reporting, workforce management scheduling, and forecasting, is capable of handling voice, email, chat, and social media interactions, and has a built-in callback feature. It has been especially useful for allowing agents to work from home during the COVID-19 pandemic. No telephone hardware (other than a USB headset) required.
- 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.
- Better tracking of interactions/customer journey
- Little on-site hardware to purchase and maintain
- Mult-channel capability
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.
Do you think Genesys Cloud CX delivers good value for the price?
Not sure
Are you happy with Genesys Cloud CX's feature set?
Yes
Did Genesys Cloud CX live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Genesys Cloud CX go as expected?
Yes
Would you buy Genesys Cloud CX again?
Yes