Daily Work Life's Best Assistant
March 01, 2021
Daily Work Life's Best Assistant
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
We use Genesys across the whole organization. It is used for all our calls. We get less dropped calls and have an easier way to listen and search for voicemails received. We are able to make conference calls with multiple lines. It [has] saved a lot of time since it is all in one page we can review all information necessary. It is even linked to our CRM which can open up client cases based on the phone number calling in.
Pros
- User friendly.
- Expansive options.
- Fluid conversation.
- Efficient interactions.
Cons
- Better reporting on call times by individual.
- Better visibility on recorded calls.
- Increase customer satisfaction.
- Increase employee productivity.
- Reliable software.
As a company we used to use a different system and honestly forgot what the name of it was. It was subpar at best. Many dropped calls [and] there was no visibility on other employees' status. Genesys was a game changer for our customer service [as] it allows us to handle clients call in a productive way. No more waiting for someone to chat back [to] ensure that they are not busy. You can see right away on the status if they are available and do either a soft or blind transfer.
Do you think Genesys Cloud CX delivers good value for the price?
Not sure
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
Comments
Please log in to join the conversation