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Making sense of a complex call center setup
Updated June 01, 2020

Making sense of a complex call center setup

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

We have moved to Genesys from a more traditional LAN-based phone system called Avaya.
  • Bullseye routing
  • IVR
  • Wrap up codes
  • Limited dashboards.
  • Transfers sometimes hang.
  • ROI is to soon to tell.
  • Makes moving the staff easy.
The price, integration and features was what finally made up choose Genesys.
Fast service and easy to call and follow up.

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?

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

We use the system to IRV to a number of different teams, both in the office and working from home. It's seamless and easy to use.

Genesys Cloud CX Feature Ratings

7.0
Agent dashboard
9
Validate callers
8
Outbound response
9
Call forwarding
3
Click-to-call (CTC)
Not Rated
Warm transfer
7
Predictive dialing
9
Interactive voice response
6
REST APIs
5
Call scripts
8
Call tracking
7
Multichannel integration
7
CRM software integration
6
7.7
Inbound call routing
7
Recording
10
Quality management
7
Call analytics
8
Historical reporting
6
Live reporting
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud (formerly PureCloud)

160 - Inbound and outbound calls. IVR and bullseye routing are the main uses.
8 - We use both managers and the IT department to support the users.
  • Communicate
  • Wallboard user
  • Salesforce
  • Working from home.
  • Internal calls with user status.
  • Chat
  • Social Media
We really enjoy using the new contact centre. Its a huge leap forward from the old Avaya system we had for both reporting and call flows.

Evaluating Genesys Cloud and Competitors

Yes - Avaya, it was clunky out of date and had a very poor call flow editor and no call reporting that was built in.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Existing Relationship with the Vendor
  • Positive Sales Experience with the Vendor
  • Analyst Reports
All of the ticked.
Nothing, it was all easy and flowed fine. There was some user creation confusion but we managed to fix that from our end.

Genesys Cloud Implementation

It was seamless for the most part.
  • Implemented in-house
Yes - Yes so we could do testing and then move the office to live.
Change management was a major issue with the implementation
  • User creation
  • Call flows

Genesys Cloud Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - We have reported a few, but they have been fixed super fast and without delay.
We had an issue with live activity calls log now showing up. Genesys was already aware of the issue and it was working again within a few hours with no call log lost once it came back.

Using Genesys Cloud

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
None
  • Bullseye routing.
  • Wrap Up Codes
  • IVR routing.
  • Dashboards
  • Audio interface on Apple mac.
Yes - Yes, but it doesnt allow me to be on a queue when I use the mobile app. This means its useless for our solution.
It's very rare to have any issues. Normally a close and open of the app fixed the issue.