Product very effective for a call services company
February 27, 2021
Product very effective for a call services company
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
The overall experience we have had is a great. Genesys has greatly improved our flexibility as an organization, especially on the pandemic situation. It's very helpful to our staff to work from home. Genesys helped us modernize and improve how we interact with our customers. Not just with customers, even with us, and allows us to continue updating and improving the client experience.
- The software was easy to configure.
- I liked the multichannel capability, which allowed us to configure voice, email, and chat queues as needed for our different business units.
- Can use it anywhere and does not need physical hardware.
- Ease of training new agents and getting them up and running.
- I would have to say my greatest pain point is reporting.
- When pulling queue, specific reports become challenging.
- A couple of bugs.
- I can use it at my home if I weren't in my office.
- I'm able to communicate with clients as if I am in the office.
- Great quality on the sound in calls.
I start to work in my company and they already use it, but people who saw the transition to Genesys are really grateful with the intuitive service.
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?
No
Did implementation of Genesys Cloud CX go as expected?
Yes
Would you buy Genesys Cloud CX again?
Yes