Genesys is a great cloud phone system
July 14, 2020

Genesys is a great cloud phone system

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

The overall experience we have had is a great one with a few niggles I would say to describe the downsides. The main experience moving past the building and testing stage into full BAU was another great experience as the support during the early stages was nothing less than exemplary. The issues that abounded with our previous dialer software supplier have now been remedied by our decision to align our business with the Genesys product Genesys Cloud. We are now investing our time and efforts to implement Genesys Cloud's growing functionality to unify our communications Chat, Email, SMS and Social and integrate these with the voice channel to improve the customer journey every time they wish to communicate with us.
  • The ease of use when building the infrastructure to run all the different brands and departments.
  • The ease of use, for the agent with the simple yet full featured agent interface and desktop environment.
  • The roll out of new features or improvement of existing ones, the visionary updates from the Genesys senior team and the ability for the users to influence the shape of the platform through the ideas Lab and the fact that they listen to the users.
  • The support post "LIVE" - Processes too long.
  • Lack of knowledge and experience in the first line support team, no immediacy, solutions not always valid and some of the self-service referral techniques support attempt to use to justify their solutions.
  • It has a positive impact on our ROI.
It offered a more well-rounded set of features. The outbound dialer was also superior on the Genesys Cloud offering.
Because of poor customer service, as I detailed in Cons.

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?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for. We have lots of potential and it's just a matter of taking advantage of the aspects that make sense for our business.

Genesys Cloud CX Feature Ratings

Agent dashboard
6
Validate callers
6
Outbound response
6
Call forwarding
6
Click-to-call (CTC)
7
Warm transfer
6
Predictive dialing
6
Interactive voice response
7
REST APIs
6
Call scripts
6
Call tracking
7
Multichannel integration
6
CRM software integration
6
Inbound call routing
7
Omnichannel inbound routing
7
Recording
7
Quality management
7
Call analytics
7
Historical reporting
6
Live reporting
5
Customer surveys
6
Customer interaction analytics
6