Daily Work Life's Best Assistant
March 01, 2021

Daily Work Life's Best Assistant

Anonymous | TrustRadius Reviewer
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.
  • User friendly.
  • Expansive options.
  • Fluid conversation.
  • Efficient interactions.
  • 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

Any time you need to make a call really it is a perfect system to use. You get the ability to transfers call once received or made to anyone within the company system. There are many options for transferring the call. The best part is the visibility of seeing who else is on the phone or available. It makes it seamless to be able to transfer client calls to an agent or queue that is available.

Genesys Cloud CX Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Warm transfer
10
Call tracking
10
CRM software integration
9
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Call analytics
10
Historical reporting
9
Live reporting
9