Genesys Cloud: Above the Competition!
September 24, 2020

Genesys Cloud: Above the Competition!

Mike Steinke | TrustRadius Reviewer
Score 10 out of 10
Vetted Review

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

We use Genesys Cloud to front-end our support organization. We pull data from various sources including SFDC to help improve both the customer and agent experience.
  • API Integrations
  • Agent experience
  • IVR capabilities
  • Accessibility
  • Group behavior outside of queues
  • Analog device support
  • Alerting outside of queues
  • Keyword search allows percentage of emails to be handled automatically
  • Data integrations allow for improved agent handle times
  • Wide-open IVR possibilities, including bot capabilities, allow for better self-service in all media channels.
Genesys Cloud has infinitely better contact center configuration and far more programming access than MiCloud Connect.
Over the past year customer support has gone from a 5 to an 8. They are constantly working to improve their process and response times.
Cloud-based, everything in a browser, access from anywhere, what could be easier?

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

Genesys Cloud is a great cloud-based UC system, with a best-in-class cloud contact center.

Genesys Cloud CX Feature Ratings

Agent dashboard
7
Validate callers
10
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
9
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
8
Historical reporting
6
Live reporting
8
Customer surveys
8
Customer interaction analytics
8