Genesys Cloud is an excellent omnichannel service management option entirely web
July 22, 2020

Genesys Cloud is an excellent omnichannel service management option entirely web

Jessé Paixão | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

We use Genesys Cloud for the entire company and my department. In addition to using it, it also supports the other departments. We use it mainly to organize the reception service in all media (voice, social media, email, chat, etc.).

Pros

  • Totally in the cloud, which makes it very practical to use, especially in the situation we are currently in.
  • Intuitive and simple to use by agents
  • Many configuration possibilities and very good support.

Cons

  • Needs improvements in service channels such as email and chat, today we have few functions in these types of services.
  • Have 24/7 support in my language.
  • Should allow customizing the KPIs of the reports.
  • With Genesys Cloud, we can measure the demand of the reception and also provide a standardized and fast service to customers in all media.
  • As it is totally cloud, we do not need high investments in infrastructure and hardware.
We already use PureConnect from Genesys and dialing solutions like Avaya and Comm Solutions.
I don't give a grade of 10 because of the small defects mentioned above.

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

The main advantages of using Genesys Cloud, in addition to concentrating all service channels on a single platform, also offer this in a simple, intuitive, and in most cases entirely web. What could improve would be the little comprehensive reports and the visualization of dashboards that currently only present the basics.

Genesys Cloud CX Feature Ratings

7.9
Agent dashboard
4
Validate callers
7
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
9
Interactive voice response
6
REST APIs
9
Call scripts
7
Call tracking
10
Multichannel integration
7
CRM software integration
7
8.0
Inbound call routing
10
Omnichannel inbound routing
8
Recording
10
Quality management
8
Call analytics
9
Historical reporting
5
Live reporting
5
Customer surveys
7
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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