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Flexible and easy to use
March 02, 2021

Flexible and easy to use

Danette Babyn | 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 across the whole organization internally and for our members to call us. It's used for all our queue calls for membership, roadside, insurance, mortgages, travel, and reception, to name a few. It replaced our Avaya Phone system. Genesys Cloud (formerly PureCloud) addresses call recording and email queues, as well as regular queues. We are in the process of looking at the transcription option that has recently become available. It has provided us with the flexibility and scalability to adapt as our needs change and has allowed us to define requirements based on seasonality that we have in roadside. It was also very easy to get our agents set up at home quickly when the COVID pandemic forced this requirement. It has provided us with updates regularly, which brings in new enhancements as they become available.
  • Easy of use
  • Single sign on
  • Realtime information
  • Edge updates
  • Automatic updating of call status
  • Queue not responding after a timeout
  • Was rolled out quickly
  • Analysts learned to support the product relatively quickly without courses
  • Deadlines were met

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?

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?

Yes

Genesys Cloud (formerly PureCloud) is well suited for scenarios where you need call and screen recording, elaborate queueing, and reporting. If a basic phone system is required, it is not as appropriate. It is well suited for all types of call centers, ranging from small to large. We ourselves are a company of 2,000+ employees.

With its Workforce Management Module, Genesys Cloud (formerly PureCloud) provides a package of management tools, allowing managers to accommodate staffing and employee schedules that continually change. It is very well suited for low to high call volume call centers with its flexibility and learning algorithms as well as its ease of use for even the most technically challenged individual. Its interface is that easy.

Genesys Cloud CX Feature Ratings

8.2
Agent dashboard
8
Validate callers
9
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
7
Interactive voice response
9
REST APIs
7
Call scripts
8
Call tracking
9
Multichannel integration
7
CRM software integration
7
7.7
Inbound call routing
7
Omnichannel inbound routing
7
Recording
9
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
7
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud (formerly PureCloud)

  • Travel
  • Insurance
  • Roadside
  • Banking
  • Membership
  • Driver training
  • Registry services
6 - As technical analysts, we learned Genesys Cloud (formerly PureCloud) on the fly. We have an in-house expert and a telephony expert who have helped teach us some of the more complex areas of the system. A strong technical person with good troubleshooting skills should have no issues picking up on supporting this product.
  • Voice services
  • Outbound dialer
  • Call queues
  • Email routing
  • Genesys messaging
  • CRM collaboration
  • Resource management
  • Integrated with Lex
  • Fax solution
We have 100 percent adopted this call center solution.

Using Genesys Cloud (formerly PureCloud)

I gave it this rating because I found it very easy to learn as a support technician. Without any training, I was able to pick it up quickly and support the users. I also find that even the most technically challenged user was able to follow simple instructions to use the interface.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Setting up the user profile
  • Adding new users to the system with the AD connector
  • Finding interactions for playback
  • Checking queue activity and agent status
  • Looking up phone by user is kind of glitchy when you enter the name
  • External contacts view
Yes, but I don't use it

Genesys Cloud (formerly PureCloud) Reliability

We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
Most of the time, we rarely experience speed issues. Generally there is something else going on if that is the case, and not the actual application.

Relationship with Genesys

They are quick to respond to a support call and have an escalation process if for some reason it gets lost in the weeds.
If you do not find you are getting the answers you need, your ticket can easily be escalated.