Overall Satisfaction with Genesys Cloud (formerly PureCloud)
The whole company Genesys Cloud is used for all telephone contact between the company and the client. That makes it better for better user-customer communication. We also use it to get reporting and, in my particular department, to listen to calls between agents and customers to ensure quality standards are met and all information is provided correctly to the clients.
- Easy to learn and intuitive.
- Easy to configure or use with multiple headsets.
- Easy to find a particular individual phone number.
- The recordings take a little while to load.
- The search option for recorded calls could be better in terms of finding a particular call from a particular agent.
- The interface could look more modern.
- Its very reliable.
- Easy to learn and easy to use.
- Easy to look for your voicemails.
I have used many other phone systems, and the majority of them have codes you need to enter to do a particular function. In Genesys you don't need to enter any codes, the UI is very well designed and easy to learn. You don't have to memorize codes when you can just simply look for an option by the name of it or with an icon. Makes it easier for me to concentrate on my clients rather than struggling with the phone.
Do you think Genesys Cloud CX delivers good value for the price?
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?
If a client is calling me and I am already on a call, it's easy to put the current call on hold and take the new call and it is easy to switch between calls. Also works great when you have a client on the line and you want to do a warm transfer to a particular agent and you don't have to just transfer the call blindly. The loading time to load a recorded call could improve, also if you download a recording it's a big file, it could improve by making the recordings files smaller.