Contact center in a cloud box
May 11, 2021

Contact center in a cloud box

Mostafa Awad | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

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)
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 (formerly Genesys Cloud) delivers good value for the price?

Yes

Are you happy with Genesys Cloud CX (formerly Genesys Cloud)'s feature set?

Yes

Did Genesys Cloud CX (formerly Genesys Cloud) live up to sales and marketing promises?

Yes

Did implementation of Genesys Cloud CX (formerly Genesys Cloud) go as expected?

Yes

Would you buy Genesys Cloud CX (formerly Genesys Cloud) again?

Yes

Genesys PureConnect, Genesys Engage (formerly PureEngage), Genesys Cloud (formerly PureCloud)
It's very well suited for small, medium, and a little bit large contact center businesses integrated with all needed platforms (CRM and DevOps). It's also well suited to connect different channels (voice, emails, chat, and messaging) into a unified tool by easily agent utilization and reach a better customer experience.

Genesys Cloud CX (formerly Genesys Cloud) Feature Ratings

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