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Great Phone System/Awful Admin Interface and Functionality
February 28, 2021

Great Phone System/Awful Admin Interface and Functionality

Miguel Garcia | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

Genesys Cloud (formerly PureCloud) is used by the entire organization for automated call center implementation and incoming and/or outgoing direct-dialed local, interstate, and international standard calls, including internal calls, call monitoring, call recording, and call statistics and metrics and is integrated with our customer relations management (CRM) software.
  • Incoming calls
  • Outgoing calls
  • Call center que calls
  • The entire new user creation process
  • Searches for available extensions
  • New number assignment
  • Data table management
  • DNC list
  • Admin user interface
  • I am not in a position to rate
  • These types of objectives
  • I am a system admin and work strictly in the admin portion of Genesys.
  • As well as assisting users with issues.
I was not involved in any prior product decision-making, we changed from our previous provider because they are unable to route any calls and the calls that did go through didn't have any sound for almost an entire week.

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?

Yes

Would you buy Genesys Cloud CX again?

Yes

As far as the telephony portion of Genesys is concerned, it is an excellent VoIP implementation. However, the Admin side of Genesys is extremely poorly implemented. Creating new users requires too many steps in too many different menus; it is not a smooth process that can be done in a flowing way. Numbers that are assigned to one user of queue are not easily reassigned without needless jumping in and out of different screens. The search for an available extension requires typing in individual number ranges and checking if a number in that range is not taken instead of showing which extensions are NOT taken. Interaction searches and forcing disconnection of said interaction can not be done from the same screen but requires needless jumping around in between menu items. Search functions for phone numbers do not exist. In data tables, you can not search by names or emails. If it wasn't for the lacking functionality in the admin portion, I would give Genesys Cloud a much higher rating.

Genesys Cloud CX Feature Ratings