Enabled our staff to work from anywhere
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
We use Genesys Cloud (formerly PureCloud) as our primary voice solution for our contact center agents. We use this for many accounts within our contact center businesses where we supply the technology platform. Additionally we use Genesys Cloud (formerly PureCloud) to support email and web chat.
Pros
- Rapid speed of deployment
- Access from any location (provided there is an available Internet connection)
- Scalability to rapidly handle peaks
- App foundry components are a bonus where non-standard features are required
- Chatbot plugins and predictive routing provide excellent functionality
Cons
- Email management and reporting could be better
- Email campaign management would be a plus
- Email content searching could be better
- Moving to Genesys Cloud (formerly PureCloud) has reduced our run costs
- Service levels (availability) have increased (no outages to report)
- Support costs are lower--we can do more with less staff
- Lower infrastructure costs for the cloud-based application
We were after an enterprise solution that was easy to migrate from Genesys Connect.
Moving to Genesys Cloud (formerly PureCloud) was the most cost effective for us. Additionally we investigated transactional-based solutions, and Genesys Cloud (formerly PureCloud) gave us an advantage in license costs for high transaction services.
Moving to Genesys Cloud (formerly PureCloud) was the most cost effective for us. Additionally we investigated transactional-based solutions, and Genesys Cloud (formerly PureCloud) gave us an advantage in license costs for high transaction services.
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
Comments
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