Genesys Cloud - Easy, reliable solution
Updated April 01, 2021
Genesys Cloud - Easy, reliable solution
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
Genesys Cloud is being used for our mental health call center, which contains about 100 employees overall between all the departments that use Genesys Cloud. This is a 24/7 hotline and the Genesys solution addresses our need of reliability and cloud-based solutions. Especially during these times, when there is a great need to be able to work remote, this product helps with that.
- Reliability: This solution boasts a constant uptime and it uses a website to prove and display which services are up and running.
- Simplicity: Designing and administering call routing is simple and easy with the Architect interface.
- Mobility: With both the web app, the desktop app, and the mobile app, Genesys provides a way to connect on the go, or in the case of emergency.
- Headset compatibility: There's not exactly a list of compatible headsets, so we had to find working models through trial and error. Thankfully this seems like a one time problem.
- Mobile app: The mobile app is extremely basic, and needs a lot of work. Ideally this app would allow agents to use a web phone, but currently it only allows forwarding to the cell phone.
- Transferring: For some reason, there is not a clearly labelled way for agent to conference in another line. We figured out how to do it eventually, but it should be much simpler.
- Reduce costs by allowing agents to work remotely.
- Able to use concurrent licenses instead of per device.
- Allows flexibility for how staff needs to address issues.
Our company hasn't exactly used any programs similar to Genesys Cloud--our previous program wasn't a cloud solution, but the Cisco UCCX on premise solution. Compared to that older program, Genesys Cloud has a lot more stability. There are no longer nights where we get downtime or outages--instead, we have a solid, reliable solution.
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