Quality Assurance Review / Call Evaluation Process
March 01, 2021

Quality Assurance Review / Call Evaluation Process

Shari Hall-Haley | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

We are a large nationwide company. We use Genesys Cloud across 75% of our company base. We were searching for a system which could support our size requirements, and which incorporated a process for evaluating and reporting on the call interactions between our agents and our customers. We have tried various systems, but find Genesys offered some of the best options.

Pros

  • Searching for call interactions is quick and easy.
  • The "Timeline" provides valuable data and insight into each call.
  • Setting up evaluation forms is quick and easy.

Cons

  • I work on quality improvement, and reporting on call interactions we have reviewed and scored is somewhat limited.
  • I find I often have to pull several mini-reports and transfer data over to Excel to get the reporting options I need/want, that aren't offered by the program.
  • Working with Policies can be somewhat confusing and results aren't often what is expected, requiring review and update, which is sometimes "hit & miss", until you get the results you are looking for.
  • I personally feel it has helped my Quality Audit Team to improve our performance and speed up our processes.
  • I do wish a wider rate of reporting options were available.
  • Most agents seem to find the review process for call evaluations to be easy and helpful.
Nice and Five9 are the most recent phone systems we have used over the last 5 years. Prior to this we used a system called I.C.B.M.
I feel Genesys out performs all 3 of these programs and offers better options for evaluation of call interactions.

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?

No

Would you buy Genesys Cloud CX again?

Yes

Microsoft 365 (formerly Office 365), Adobe Acrobat DC
My focus is quality improvement. We have found the Call Evaluation process to be easily set up and user friendly.

The phone system offers convenient options for call center operations.

Genesys Cloud CX Feature Ratings

Agent dashboard
5
Validate callers
Not Rated
Outbound response
7
Call forwarding
7
Warm transfer
7
Predictive dialing
7
Interactive voice response
7
Call scripts
6
Call tracking
7
CRM software integration
8
Inbound call routing
6
Omnichannel inbound routing
6
Recording
9
Quality management
8
Call analytics
8
Historical reporting
7
Live reporting
6

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