Useful and Functional
March 06, 2021

Useful and Functional

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

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

Quality of the calls are very high and really contribute to the department. Genesys Cloud could be more efficient. Frequently is very slow to download the recordings that the department needs. Sometimes the page likes [to] freeze and we need to restart the page and repeat the process again.
  • Visual page.
  • Intuitive personalization.
  • Easy [to] learn functions.
  • Download recordings.
  • Pages freeze.
  • Error in the recordings.
  • Definitely positive.
  • It's a good system [to] get objectives.
  • Very useful.
It's essential to the process for work[ing] with the different departments and very useful and visual. Genesys has the complete experience in the use of tools with efficient personalization for the company. They can help to optimize the process for companies. Genesys also has kind support to clarify [any] questions professionally.

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

It is very useful for companies who need to save their information well and can access [it] any time. Additionally, the support is very high and professional all the time. They want to help to fix any problems. To solve [them] they have accurate procedures to improve the products [they] are selling.

Genesys Cloud CX Feature Ratings

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