Contact center in a cloud box
May 11, 2021
Contact center in a cloud box
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
We are a gold partner for Genesys and we are implementing Genesys Cloud (formerly PureCloud) to our customers in the EMEA region. Genesys Cloud (formerly PureCloud) is being used in most business fields (insurance, health, delivery, booking, etc.). It's used to achieve a better customer experience by providing an omnichannel platform with powerful administrative and development features to achieve complex business requirements. It was showing its capability during the COVID-19 pandemic, as the remote agent setup was very quick.
- Calls and digital interactions transfer capability
- User friendly with smart UX
- Easy to understand and support
- Easy to integrate with (RESTful APIs and SDKs)
- Powerful CLI (Command Line Interface) feature
- Agents gamification feature, which increases the productivity of the contact center
- Continuous improvements and updates
- Outbound
- Call disconnection experienced
- Callback callflows
- Contact center as a service deployed very fast in Genesys Cloud (formerly PureCloud) and implementation is very quick, so the plan is met successfully, which leads to CSAT increase and more investments to go with satisfied clients
- Revenue of contact center increased because of customer experience--proactive and smart engagement leads to selling increase (campaigns)
- Improving and enhancing overall customer experience through different channels
- Cost reduction as hardware and infrastructure architecture is ignored (magic of cloud)
- Amazon Connect, Avaya Cloud Office, Khoros Care (Formerly Spredfast + Lithium), Salesforce Service Cloud and NICE inContact CXone
Genesys is leading the customer experience market by providing an omnichannel platform to achieve all your complex business goals within it. Sometimes tasks might be duplicated in other solutions but in Genesys Cloud (formerly PureCloud), tasks are done once and it can be automated by the CLI feature provided. Easy integrations achieved with different CX helper solution types. Jenkins integration added a new value to achieve DevOps and automation in CX development.
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