A Powerhouse in a Single Interface
January 21, 2021

A Powerhouse in a Single Interface

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

Genesys Cloud [(formerly PureCloud)] is being used by multiple departments but not throughout the entire organization. Genesys [Cloud] is utilized to route our incoming interactions to appropriate agents, whether customer service or otherwise.

Pros

  • Tracking agent KPIs is swift. What agents are doing is open and visible.
  • We love that the interface is a singular, contained powerhouse--no other software/hardware needed. There is additionally a desktop app and a web version which is available anyplace and anytime.
  • The architect feature allows ease of construction and ability to fluidly configure and customize.
  • Updates come automatically in the interface's background, so no need to wait.

Cons

  • Producing reports doesn't come intuitively at first, or easily (reporting from scratch).
  • There is little that I dislike, as it's an exceptional product!
  • After utilizing Genesys Cloud for almost 3 years now, we've come to see it as inestimable for our company. I see us staying with Genesys Cloud as long as we can--so the return on investment has been evident and it's ongoing.
In earlier years, we used Contact on Demand. It was clear that we needed a tool more rigorous and able to lead us into the future of this industry. The capabilities were limited with Contact on Demand, with reporting, routing, social channels, etc. We felt that Genesys was "going places"--and we wanted to go along with you!

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?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

I wasn't involved with the implementation phase

Would you buy Genesys Cloud CX again?

Yes

If you have many phone lines, incoming email accounts, social media channels, SMS needs, agents with various spoken languages, Genesys Cloud [(formerly PureCloud)] will support you well! The capabilities will allow for all of that, with help from the Genesys implementation team. This is a powerful, able machine of company interactions and intercourse between agents as well. For scenarios where Genesys Cloud is not particularly apt, it seems that more advanced, drilled-down reporting, cherry-picking, etc., is not as powerful as some other platforms, but it's suitable and begins to become easier to use as time goes on and custom reports are built.

Genesys Cloud CX Feature Ratings

9.4
Agent dashboard
9
Validate callers
8
Outbound response
Not Rated
Call forwarding
9
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
9
Call tracking
10
Multichannel integration
10
CRM software integration
Not Rated
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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