Game-changer!
March 02, 2021

Game-changer!

Markos Baños Cabán, JD | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

[Genesys Cloud] is being used across the entire organization to handle any and all client contact. It is also used to coordinate and communicate within the organization.
  • Conference calls.
  • Transfer calls.
  • Ease of use.
  • Audio issues.
  • Call drops.
  • Fewer dropped calls for my team.
  • Easy to do conference call with clients and government service.
  • Better comm[unication] between different teams.
We used Intelligent Contacts before and the difference is night and day. Genesys Cloud is more feature rich.

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?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Well suited for larger organizations that need a lot of crosscommunication (meaning when a client needs to communicate with different team members). [I'm] not sure it would be useful in smaller scenarios.

Genesys Cloud CX Feature Ratings

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