A great all-in-one cloud-based customer service solution
March 02, 2021

A great all-in-one cloud-based customer service solution

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

We are using Genesys Cloud at our customer service department for about two years now. Genesys Cloud is being used for inbound, outbound, e-mail, and web chat interactions. Our department consists of 300 employees. During the COVID period, we thought at first it would be difficult to let the whole department work from home, but the solution is perfect for this. Within a day everything was set up.
  • All-in-one Cloud solution.
  • Ease of use.
  • User-friendly interface.
  • Frequent automatic updates.
  • Customized Reports - by using an API we make our own reports instead of using PureCloud.
  • E-mail features - we use additional software from the Appfoundry to meet our needs.
  • The outbound dialer solution set-up is great.
  • Fully integrated solution - in the past we had a kind of standalone software.
Compared to our former Aspect Unified IP call center solution, Genesys Cloud is an all-in-one Cloud based solution with constant improvements and developments, making the solution future proof. It's scalable if your workforce is suddenly getting bigger during a certain period. It's more user friendly and way easier to configure as an administrator.

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?

Yes

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Genesys Cloud is a great all-in-one solution for customer services. Also due to the constant new developments and automatic updates, it is future-proof for our organisation. During the COVID pandemic, Genesys Cloud made it possible for our 300 employees to work from home within a day. Our employees appreciate this solution much more than our former call center solution.

Genesys Cloud CX Feature Ratings

Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
9
Call scripts
9
Call tracking
8
Multichannel integration
9
CRM software integration
7
Inbound call routing
9
Omnichannel inbound routing
9
Recording
10
Quality management
9
Call analytics
9
Historical reporting
7
Live reporting
7
Customer surveys
7
Customer interaction analytics
7