Genesys Cloud - Easy, reliable solution
Updated April 01, 2021

Genesys Cloud - Easy, reliable solution

Anonymous | TrustRadius Reviewer
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.
Our company hasn't had too much support yet for Genesys Cloud, so this is a little biased as it reflects mostly on the team that set us up--but the support from Genesys has been very good. We feel supported and like our account management teams are working towards helping us achieve our goals. The customer support teams also are solid, and have a quick response time.

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

Cisco Unified Communications Manager (Call Manager), eFax, MobileIron
Genesys Cloud greatly suits companies that need constant up time. As with any cloud solution, it's also good for remote work. It suits my needs--the needs of a smaller call center. I can't say either way if this would fit a larger one.

It's not as appropriate if you are looking for a solution that contains a CRM. The contacts function of Genesys is very basic, and doesn't allow searching in most cases. If you have a lot of clients, it would be better to use an external CRM, or choose a program that can integrate with Genesys.

Genesys Cloud CX Feature Ratings

Agent dashboard
9
Validate callers
6
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
5
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
5
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
4
Customer interaction analytics
8