Excellent tool
February 27, 2021

Excellent tool

Paola Mucino | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

It is very useful tool in our company. We can communicate with our clients and other partners in different places (we are not together). We can measure our performance minute per minute. It is very easy to use it in our daily tasks - also [it] is awesome that I can see the missed calls.
  • Easy to use it.
  • More than two participants on the same call.
  • Transferring calls.
  • Record of missed calls.
  • Desk tool.
  • Fastest.
  • Direct access.
  • Good customer service.
  • Efficiently communicate with clients.
  • You can call without interference.
It's the first time that I am using this platform - it is really amazing to provide very good and successful customer service to our clients. Also the communication between our partners. All the tools that are add[ed] to the platform [are] very useful with all the task[s] of the company and especially with my area.

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

It's very easy to start a video chat with other partners at the company. Also I loved it how I can see my performance hour by hour, so it help[s] me to improve my daily performance. It doesn't have any issues when you need to transfer calls to someone else - it doesn't matter where.

Genesys Cloud CX Feature Ratings

Agent dashboard
8
Validate callers
9
Outbound response
10
Call forwarding
9
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
9
Interactive voice response
10
REST APIs
9
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
9
Omnichannel inbound routing
10
Recording
9
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
9
Customer interaction analytics
10