Casual Look at Genesys Cloud
February 27, 2021

Casual Look at Genesys Cloud

Christopher Allen | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

Community Tax utilizes Genesys Cloud as our company phone system. We are using Genesys to get in contact with our current clients. We also use Genesys for our lead in calls as well. Genesys has been an extremely useful program so that we do not need physical phones at our stations. It makes it a lot more accessible to use remotely from the office.

Pros

  • Genesys is wonderful at giving you a quick look at your voicemails at a glance. To know and understand what calls will be useful to tackle first.
  • Genesys interface is very user friendly for my purposes. It is easy to traverse and find the numbers for other coworkers in an efficient manner.
  • It is wonderful as I do not have to spend all of my time making sure nothing is going to affect the program. Unlike when having to use a physical phone. It makes multi-tasking while staying involved in calls much easier.

Cons

  • I have issues with knowing what headset is being used for Genesys. I have a difficult time especially since I have to deal with multiple headsets.
  • I do wish some of the buttons and icons were more clear on what their uses are. I'm always getting confused with Blind Transfers vs Direct Transfers.
  • From how I use Genesys Cloud in my office, it doesn't have massive impacts to my ability to complete work. So I am unsure if I could clearly and truthfully state ROI information.

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?

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?

Yes

Genesys is wonderful if you are working on a virtual workforce. It has been easy to switch from working at the office to switching to my home computer.
I am unsure if Genesys is as useful for more consolidated offices. But it also seems it would not be useful for companies with only a handful of employees.

Genesys Cloud CX Feature Ratings

Agent dashboard
8
Validate callers
Not Rated
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
Not Rated
Warm transfer
9
Predictive dialing
5
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
8
CRM software integration
7
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated

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