Nice phone system to use to keep interaction with clients and work colleagues
February 27, 2021

Nice phone system to use to keep interaction with clients and work colleagues

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

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

It's used across the whole organization, and we use it to interact with our clients which are outside the organization. We handle inbound and outbound calls as well. We work on voicemails that we can hear on [the] Genesys Cloud app or browser, and [get a] notification on our emails every time we receive one.
  • We used another phone system previously and we did not receive many calls.
  • Voicemail Notification on our email.
  • We can see incoming calls while we are on a call.
  • Voice recognition when we are setting up a voicemail.
  • Delete a mass mount of voicemails.
  • Sometimes [a] client left a voicemail, and before hearing it I call client - when I try to delete voicemail, I [have] to hear full recording.
  • I don't have "missed calls" because [the] phone system is not allowing those calls to pass.
  • After some inactivity on Genesys Cloud it disconnect[s] from "server".
  • Can call client immediately if I missed a call by CTC.

Do you think Genesys Cloud CX delivers good value for the price?

Not sure

Are you happy with Genesys Cloud CX's feature set?


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?


When speaking with a client we can see if someone else is calling, and that is a good point because we can call those clients immediately after our current call. However, I noticed that sometimes [when] I am not making calls, Genesys Cloud get[s] a "stand by" state and it doesn't ring if I receive a call, and I need to restart the app to receive calls again.

Genesys Cloud CX Feature Ratings

Outbound response
Click-to-call (CTC)
Warm transfer
Call tracking
CRM software integration
Inbound call routing
Omnichannel inbound routing