Enabled our staff to work from anywhere
Updated May 17, 2021

Enabled our staff to work from anywhere

Gordon Dalgleish | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

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.
  • 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
  • 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.

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 Cloud (formerly PureCloud) is well suited when working with home-based workers. Driven by COVID-19, we sent our workforce home during the pandemic and Genesys Cloud (formerly PureCloud) enabled continuation of services without degradation of service quality.

Genesys Cloud CX (formerly Genesys Cloud) Feature Ratings

Agent dashboard
8
Validate callers
9
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
8
Interactive voice response
7
REST APIs
7
Call scripts
9
Call tracking
7
Multichannel integration
7
CRM software integration
8
Inbound call routing
9
Omnichannel inbound routing
8
Recording
9
Quality management
7
Call analytics
8
Historical reporting
7
Live reporting
9
Customer surveys
7
Customer interaction analytics
7