Great experiences with Genesys Cloud
March 02, 2021

Great experiences with Genesys Cloud

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

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

Genesys Cloud is being used on the enrollment of new clients, follow up with existing clients and generally maintaining a proper communication with clients and fellow coworkers. It has proven to be a useful tool to connect with people from around the country and to maintain an effective communication between departments and with new and existing clients.
  • Lets you maintain a stable and clear communication.
  • Great at call identification and organization.
  • Great articulation with other applications.
  • Good user interface that help you identify possible opportunities and company structure.
  • Lets you create a personalized profile for other members of your organization to see.
  • Great tool for organizing and qualifying inbound and outbound calls.
  • Great for receiving and reviewing voicemails.
  • Great at keeping track of useful statistics and data from inbound and outbound calls.
  • Sometimes it's hard to copy and paste information from and to the application.
  • It often loses track of calls and doesn't add it to the statistics.
  • Could have an easier user interface.
  • Sometimes it crashes during call results.
  • Sometimes it causes a call error that keeps you from calling.
  • It's a great source to receive calls from potential clients that bring income to the organization.
  • Allows you to follow up with current customers to keep track of their needs.
  • Helps you keep track of statistics for the improvement of customer services.
  • Lets you keep track of voicemail and record conversations to help improve quality assurance.

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?


Would you buy Genesys Cloud CX again?


It's perfect for when your organization needs to connect with prospects or current clients. It's also useful when you have a large organization that needs a tool to keep you connected and organized. It is also helpful to keep track of valuable data and statistics related to interactions with clients. You can also use it to keep and archive customer-organization interactions for further evaluation.

Genesys Cloud CX Feature Ratings

Agent dashboard
Validate callers
Outbound response
Call forwarding
Click-to-call (CTC)
Warm transfer
Interactive voice response
Call tracking
Multichannel integration
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Not Rated
Quality management
Not Rated
Call analytics
Historical reporting
Live reporting
Customer surveys