A great product for normal use cases
March 01, 2021

A great product for normal use cases

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

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

Genesys Cloud [(formerly PureCloud)] is being used by our customer service department only. Genesys Cloud [(formerly PureCloud)] addresses the business problems we had with routing calls to the right group of agents the first time and automating a lot of manual admin tasks thanks to its robust public APIs. With Genesys Cloud [(formerly PureCloud)], we were able to dramatically change the way customer interactions were initialed for phone calls. Instead of the customer calling us and waiting on hold, the customer now requests a call through our authenticated support portal and we provide an estimated wait time for the call and then place an outbound call to the customer.

Pros

  • Advanced call routing
  • Open REST APIs
  • Implementations Team
  • Sales Team

Cons

  • Connecting workforce management with call routing is not very robust
  • Scheduled calls
  • Workforce management REST APIs
  • Screenshare (doesn't work more than half the time)
  • Call flows for callbacks
  • REST APIs allowed us to automate a lot of admin tasks
  • Allowed us to create a system of callbacks where we automatically capture all needed customer info before the customer even gets on the phone
  • We had to do a lot of custom work to get to where we wanted

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

Genesys Cloud [(formerly PureCloud)] is well suited for advanced call routing with an easy agent interface. It also has great admin features so that you can control everything about your cloud instance without having to reach out to support to change the configuration for you.

It is not well suited for dynamically routing callbacks or for using workforce management with callbacks.

Genesys Cloud CX Feature Ratings

9.3
Agent dashboard
10
Validate callers
Not Rated
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
7
Call scripts
7
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
6.0
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
5
Historical reporting
5
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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