Item: Genesys Cloud CX
Rating: 4
Author: Andrea Quintana

Use Cases and Deployment Scope

Genesys Cloud (formerly PureCloud) is being used on a daily basis throughout our organization in several departments. It is our primary phone system and main source of contact with not only current and potential clients but also with resources such as ADP and the IRS for various tasks and work.

Pros and Cons

It is user friendly, which is helpful for people who are not tech savvy.
It keeps track of your calls, which helps when having to call either multiple people a day or the same numbers frequently.
It allows for intra-company connections, which help when needing to transfer calls to other departments.

Genesys drops the calls frequently, sometimes important calls are cutoff and it's hard getting in touch with the client again
There is a delay when speaking to someone most of the time so it seems you are cutting off the person when it is the phone system delay and this can cause conflict and miscommunication
It is choppy and unclear at times and makes it very hard to hear what the other person is saying and causes one to miss important information and constantly be asking for the client to repeat themselves.
Sometimes you can't hear the other person or you hear an echo and again, this causes one to have to hang up and call again
A lot of times, the call does not even go through. I've had to dial the number multiple times and it does not go through and then I need to refresh the page or close out and log back in again. To make one call, it takes about 3 tries sometimes.

Return on Investment

It sends my inbound calls straight to voicemail even though I am available and it doesn't ring half the time when I have the app open--this has caused me to miss several important calls.
It has caused confusion during calls with clients because of the time delay and the choppiness of the calls.
It does not allow me to make outbound calls at times and, as I said before, it takes about three tries to make one call sometimes.

Alternatives Considered

We used Zoiper before and I personally had no problems with it, but then we switched to Genesys Cloud (formerly PureCloud). In my opinion, in terms of quality, Genesys Cloud (formerly PureCloud) does not stack up, even if it does have some features that Zoiper didn't.

Key Insights

Do you think Genesys Cloud CX delivers good value for the price?

Not sure

Are you happy with Genesys Cloud CX's feature set?

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?

Other Software Used

QuickBooks Online, TSheets, Xero, ADP Streamline Payroll, Microsoft 365 (formerly Office 365)

Likelihood to Recommend

It is not well suited if you need to make multiple phone calls a day within minutes because of the several issues it has. When you need to jump from one call to another and the calls drop, don't go through, or are bad quality, it can be very time consuming and wasteful. The call qualities need to be fixed, especially if they want busy businesses, such as customer service businesses, to be able to use Genesys Cloud (formerly PureCloud).

User friendly but lots of issues on calls

Overall Satisfaction with Genesys Cloud (formerly PureCloud)