Easy, Quick and Intuitive
March 10, 2021

Easy, Quick and Intuitive

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

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

Genesys Cloud [(formerly PureCloud)] is currently being used by the whole company. It allows us to easily and quickly contact our clients, access voicemails, create reports, and it even helps us interact as a team and as a company. The fact that we have so many employees makes it hard sometimes to know who does what and what department they are in, before Genesys [Cloud (formerly PureCloud)] we would have to ask around but now, communicating with other departments is a breeze.
  • Very Intuitive
  • Allows for easy, high quality calls with our clients
  • Creating tiers for the queue allowing for calls to go to the right people.
  • Reporting
  • Monitoring Calls
  • Whisper Mode
  • Less training, more calling
  • Better call quality which in turn means more sales.
  • Easier transfers of calls.

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

The language feature on [Genesys Cloud (formerly PureCloud)] allows for easy, intuitive and fun use. Genesys Cloud is quick to implement and requires very little training. Transferring calls is great. Selling and customer service is definitely made easier by Genesys [Cloud]. If you're looking to keep track of what employees are doing and how efficient they are being with their time, then Genesys [Cloud] is a great tool.

Genesys Cloud CX Feature Ratings

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
10
Call scripts
10
Call tracking
5
Multichannel integration
10
CRM software integration
5
Inbound call routing
10
Omnichannel inbound routing
10
Recording
5
Quality management
5
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10