Genesys Cloud - the most complete in communication
March 02, 2021

Genesys Cloud - the most complete in communication

Karen Vazquez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

In the company where I work, all departments use Genesys for internal communication, where we can dialogue with each other, transfer calls and even create conferences. We also use Genesys Cloud to be in communication with our clients - the service we provide is directed to the resolution of taxes, [and] we must be in constant communication.

Pros

  • Immediate calls with good audio quality.
  • Multiple options to your call, Answer, Transfer, Hold, Conferences, Mute, Record call, etc.
  • You can have control of the performance of your calls.

Cons

  • Be able to implement SPAM call recognition.
  • The way to answer calls could have a more immediate means than always having to be in the initial window.
  • I would like to be able to personalize my voicemail.
  • Minimum 200 calls per day.
  • My closed percentage has increased to 80% conversion of calls to sales.
  • I have answered 95% of the calls on time.
  • I have responded to 100% of the voicemails that my clients leave me.

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?

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 is extremely complete, you can maintain constant communication with your colleagues. If you want to call another department in your same organization and you do not have their number, you can find it in the Genesys Cloud directory. If you are busy and cannot answer calls, you can find a record of missed calls to maintain constant and quality communication. If you work or implement Genesys Cloud for sales, you can keep a record of the quality and quantity of service that you have provided per day, week, or month.

Genesys Cloud CX Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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