Genesys Cloud, the contact center of the future!
Updated February 19, 2021

Genesys Cloud, the contact center of the future!

Nikos Papakonstantinou | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Review Source

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

Genesys Cloud (formerly PureCloud) is being used across the whole organization and it does the perfect job. We don't have business problems but sometimes our customers ask for business reports based on their business values and Genesys will implement this feature in the future. We are happy to use Genesys Cloud (formerly PureCloud)!
  • It has the best user interface
  • Fast and easy deployment
  • Open platform for fast integrations
  • End-to-end omnichannel management
  • You can clear campaigns from API but it should be a button for supervisors
  • Supporting arrays and tables on agent scripting could be a good improvement
  • Inbound/outbound campaigns are more efficient
  • Easy and well-designed reports
Genesys Cloud (formerly PureCloud) includes integrations with many platforms and AI functionalities.

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

Altitude uCI, Genesys Cloud (formerly PureCloud)
Genesys Cloud (formerly PureCloud) fully integrated with Salesforce (+email for business) is one of the best scenarios that I can describe. I cannot find scenarios in which Genesys Cloud (formerly PureCloud) is less appropriate since it's not a CRM. PureCloud provides a friendly and professional UI that can be embedded everywhere.

Genesys Cloud CX (formerly Genesys Cloud) Feature Ratings

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

Evaluating Genesys Cloud and Competitors

  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
The most important factor in my decisions was about the Product Features. The system provides ready integrations with a lot of companies and CRM's that would be an extra effort. It provides ACD routing which is the best in the market, it is very customizable and can be well integrated with any system.
We did right i believe and i wouldn't change anything about the evaluation and the selection process.

Genesys Cloud Implementation

You have to understand how the product works by reading the documentation many times.
Yes - We started with organization configuration and then with the edge devices configuration.
The second phase was to configure user/roles based on the business of the customer.
At the end, we concluded with ACD and Agent scripting.
  • Read wrapup codes from Analytics API
  • Uploading csv file

Genesys Cloud Support

Because PureCloud support is a friendly and proffesional support with answers to the point. Trust me, their estimation time is really fast. They answer between 1-3 hours and always with the correct answer. Also they are able to schedule a meeting with you during the day in order to show you or to explain to you some functions.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support cares about my success
Quick Initial Response
Need to explain problems multiple times
Yes we purchased premium support in order to cover all cases of our projects. Because we feel well when we have a proffesional team from behind to support us when we really need help to impement or to configure something that requires an extra knowledge/assistant. With premium support, we are not anymore stressed about the project deadlines.
As i remember, Genesys provided exceptional support last week when we were trying to deliver the project. We had a permission issue when an admin could assign agents and queues from other divisions. The customer escalated the issue to us and Genesys support was there to assist us and to explain in details the steps that we have to do.

Using Genesys Cloud

Genesys Cloud has an awesome UI where the configuration, the contact center management and the integrations really easy tasks and very well understandable. From our experience, you can go live really fast.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Convenient
Feel confident using
None
  • People Management
  • Integrations
  • Telephony and Sip configuration
  • Agent Scripts
  • When you try to read and to get feedback of the contactlist that you have uploaded by exporting the excel file. Too many redirections.
  • Analytics API is difficult but we did well

Genesys Cloud Reliability

You can setup this product and you can have your environment ready in munutes by assigning divisions and queues and campaigns.
There is no unplanend outages of my 2 years experience. Always online and always there!
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.