With Genesys Cloud you will build a customer experiences that boost your brand’s reputation.
March 03, 2021

With Genesys Cloud you will build a customer experiences that boost your brand’s reputation.

Jawad Hammash | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

Genesys Cloud [(formerly PureCloud)] is being used only by the Call Center department at my organization ( Al Mana Retail - Hermes ), We are using Genesys Cloud [(formerly PureCloud)] to make and receive calls and email with the customers, also we do have a WhatsApp Business platform to communicate with our clients over WhatsApp.

Pros

  • The ability of transferring the calls, WhatsApp messages and Emails to a specific agent to follow up with the client.
  • Friendly user interface and software.
  • Updates all the time
  • The flexibility of reaching technical support team.

Cons

  • Genesys Development Project for WhatsApp platform will allow users to view and save audio and video files sent by the client.
  • Allowing Agents to communicate easily while on or off queue.
  • Genesys has an E-Learning for the users to make sure all agents are up to date.
  • Genesys Cloud plays a major role in customer loyalty and return of customers as it allows both the organization and the clients to communicate and complete the deals. easily and smoothly.
  • Most of our clients appreciate the service we provide as we are using Genesys Cloud which allow us to follow up in a professional way on the clients orders and requests.
  • Time management and efficiency is what makes Genesys Cloud unique Since the software is being updated all the time.
Due to my previous experience using other platforms, Genesys Cloud [(formerly PureCloud)] empowers meaningful experiences with an all-in-one contact center solution.

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

When dealing with multiple requests with more than 2 or 3 customers, Genesys [Cloud (formerly PureCloud)] is well organized and has a perfect notification system [which] will allow you to follow up and reply to all requests efficiently.

Genesys Cloud CX Feature Ratings

10.0
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
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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