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
Overall support has been very good but sometimes issues are not addressed as quickly as we'd like. As with most systems tracking intermittent issues can be a challenge so it is understandable.
Do you think Genesys Cloud CX delivers good value for the price?
Are you happy with Genesys Cloud CX's feature set?
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?
Would you buy Genesys Cloud CX again?
For speed of transition from other systems and quick set up, Genesys Cloud has hit all the marks. With a workforce that is spread apart geographically, it allows us to consolidate the workforce into one view. To start working from home all an agent needs is a computer, headset, and internet connection.