Genesys Cloud--a true cloud call center solution
February 25, 2021

Genesys Cloud--a true cloud call center solution

Martin Bunting | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

We use Genesys Cloud (formerly PureCloud) in a variety of ways. Internally we are migrating over from PureConnect to Genesys Cloud (formerly PureCloud) to make use of all the new and advanced cloud features. We also have a dev org to demonstrate the numerous capabilities to our existing and potential new customers. Lastly, Genesys Cloud (formerly PureCloud) also provides customers a pre-packaged call center solution. The benefits of Genesys Cloud (formerly PureCloud) vs. an on-premises solution is the speed to deploy, ease of use, and addition of new features and capabilities. The speed and delivery of features that become available on a weekly basis is amazing.

Pros

  • Ease of use
  • Speed to deploy
  • Addition of new features and capabilities weekly

Cons

  • Addition of UC feature
  • More integrations
  • As this is quicker and easier to deploy, there is less PS effort
I worked with Avaya products some years ago. I find that Genesys Cloud (formerly PureCloud) is easier to implement and maintain.

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

Genesys Cloud (formerly PureCloud) works for both small and large customers, simple and complex. As this is a cloud solution, customers that fear putting their solutions in the cloud are more difficult to win over.

Genesys Cloud CX Feature Ratings

Agent dashboard
9
Validate callers
8
Outbound response
8
Call forwarding
7
Click-to-call (CTC)
7
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
9
Call scripts
6
Call tracking
8
Multichannel integration
9
CRM software integration
8
Inbound call routing
8
Omnichannel inbound routing
7
Recording
9
Quality management
7
Call analytics
8
Historical reporting
9
Live reporting
9
Customer surveys
6
Customer interaction analytics
8

Comments

More Reviews of Genesys Cloud CX