A great product for normal use cases
March 01, 2021
A great product for normal use cases
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.
- Advanced call routing
- Open REST APIs
- Implementations Team
- Sales Team
- 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