Great solution for a modernized contact center environment
March 04, 2021
Great solution for a modernized contact center environment
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
Genesys Cloud is a solid one-window combination of all the workforce management needs, such as IP telephony, staff and call performance, MIS and various associated analytical capabilities to analyze & improve performance.
The platform itself is intuitive and easy-to-use. It's relatively simple - even for the rookies in our team - in terms of learning how to navigate & use, with documentation & FAQs readily accessible. Lastly, the connectivity and quality of both incoming & outgoing calls is really good, with none to minimal lags on any conversations. With configuration options also relatively easy to find and adjust, voice recognition features are quite advanced and improve usability.
The platform itself is intuitive and easy-to-use. It's relatively simple - even for the rookies in our team - in terms of learning how to navigate & use, with documentation & FAQs readily accessible. Lastly, the connectivity and quality of both incoming & outgoing calls is really good, with none to minimal lags on any conversations. With configuration options also relatively easy to find and adjust, voice recognition features are quite advanced and improve usability.
- Tabulation of staff performance results.
- Management reports & analytics.
- Automated task management.
- Would welcome more report customization features & options.
- More robust data lineage validation.
- In-the-moment response options (emergency calls vs. chats).
- Roughly achieved break-even point around 18-month deployment mark.
- Cloud transition costs well-monitored and reported.
- One-stop shop nature of the platform actually reduces the overall costs through efficient packaging by the vendor.
Unlike a few other solutions considered, Genesys Cloud provides a one-stop-shop package for all the Cloud Contact Center and associated workforce management needs.
It provides an effective and efficient control of the customers' end-to-end experience with our bank's contact center. The intuitive user interface is an added advantage, providing employees with a great tool to streamline comms and generally make their life/work easier.
It provides an effective and efficient control of the customers' end-to-end experience with our bank's contact center. The intuitive user interface is an added advantage, providing employees with a great tool to streamline comms and generally make their life/work easier.
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
Genesys Cloud CX Feature Ratings
Using Genesys Cloud (formerly PureCloud)
5000 - Mostly Operations and Technology, along with a few Customer Experience / Relationship Management users.
- Contact Center (Cloud).
- Workforce management.
- Management reporting & forecasting/analysis.
Evaluating Genesys Cloud and Competitors
- Product Usability
- Product Reputation
Genesys Cloud Implementation
- Implemented in-house
Change management was a big part of the implementation and was well-handled
Genesys Cloud Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Support understands my problem Support cares about my success Quick Initial Response | None |
Yes we did - to ensure no service interruption.
Using Genesys Cloud
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |