I use to love it now I hate it
March 03, 2021

I use to love it now I hate it

SHELBY WIMBERLY | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

Cloud is being used a crossed multiple business units. It is the telephony solution to keep our remote users in contact with our home office and our external customers.
  • Easy to program
  • Easy for IT and dept heads to use
  • Good call quality
  • Reporting sucks. It's hard to read and when I extract the info for analysis formatting is hard.
  • Contact centers need to see the metric in between call time. This is currently not available on the report.
  • Setting up call flows and schedules is confusing a more simple approach would be great.
  • The mobile app is causing us to lose business
  • Help from support is inconsistent
  • My customer service manager does not follow up in a timely manner
I went with Genesys because of the level of support I use to get. Once Genesys implemented their new org structure, the support and main reason for going with the system have changed in a negative way. I even had a support person tell me they weren't trained on something and didn't offer to get me additional help or support.

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?

No

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

No

Use of the mobile app has been less than ideal
Use in a contact center is great
Use for any customer centric environment where QA calls are paramount are excellent

Genesys Cloud CX Feature Ratings

Agent dashboard
7
Validate callers
6
Outbound response
Not Rated
Call forwarding
9
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
9
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
9
Call analytics
Not Rated
Historical reporting
2
Live reporting
4
Customer surveys
Not Rated
Customer interaction analytics
10

Using Genesys Cloud (formerly PureCloud)

50 - Customer Service and/or support