A whole world of Contact Center at your hands, but with a few glitches.
September 25, 2020
A whole world of Contact Center at your hands, but with a few glitches.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
Genesys Cloud is used primarily as a contact center solution in my organisation. The call center setup is done using Genesys Cloud. It helps my organisation to set up a voice channel between customers and the organisation. Self-service IVR applications are created with Architect, and if the IVRs are not sufficient, then the callers are sent to agents.
- Easy and smooth IVR application creation with PureCloud.
- User management.
- Very good Infra management - Did, trunk, edges, etc. management.
- Logging.
- Creation of complex flows in Architect.
- An absence of a inbuilt AI engine.
- When there is an error in an Architect flow, there is no way to know the error, except an error audio. To understand and debug the error we need to reach out to the Genesys support by creating a ticket. Sometimes there is no solution to the error and we have to figure out an alternate path to bypass the error.
- There should be an AutoSave option in the Architect flows.
- There should be an option to export individual tasks, or menus in Architect.
- UI issues- such as long names are not scrollable.
- There should be an option to call dynamic task , i.e. "Jump to Reusable Task" should have an Expression method to call. Also Transfer to Flow, Transfer to Queue, should have this functionality.
- A good return on investment.
- A lot of automation tasks were possible with Genesys Cloud.
- [24]7 AIVA Virtual Agent and Nuance Dragon Speech Recognition
Genesys Cloud is an all-in-one solution. It's well managed. It's very aesthetically designed. As an Architect and Admin, the functionalities are easy to understand. Very well documented.
Do you think Genesys Cloud CX delivers good value for the price?
Not sure
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