Genesys Cloud Review
May 21, 2020

Genesys Cloud Review

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

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

We use Genesys Cloud to enable us to operate our contact center. We have integrated Genesys Cloud with our customer relationship management (CRM) system to enable us to operate and assist our clients seamlessly. We have a large number of calls incoming and outgoing to clients to help us sell our products and services.
  • Integration to other systems
  • Call flow design
  • Adding new agents
  • Better outbound campaign management
  • More dashboards
  • Better reporting
  • Efficient work environment
  • Workforce management features
  • Quality assurance features
Generally, if I raise an issue I get a quick response and get assistance quite quickly, however, there are times when we do not seem to be able to get the right assistance from the right person for quite a while. This has happened a few times but mostly it's good.

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

Due to Coronavirus, we had to move our office from the office site to operate completely by allowing all users work from home. We did not have the ability to do this, so we spent the next week implementing changes in our firewall and network to allow us to work from home and continue our business.

Genesys Cloud CX Feature Ratings

Agent dashboard
8
Validate callers
10
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
9
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
10
Customer interaction analytics
10