Genesys Cloud, the best way to communicate with your clients!
March 09, 2021

Genesys Cloud, the best way to communicate with your clients!

Sebastian Cuadras | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

Genesys Cloud, at the moment, has been the basis of operations for the company to be in contact with all of our clients. This system has helped the company thrive in sales, and have fewer dropped calls and other issues than other phone systems that we have used before. It allows us to work as a team and simplifies transferring calls, receiving calls, reports of calls for the day, week, month and so on. This system is being used by the whole organization and it works perfectly. There hasn't been any issues from my part. [The] only issues we've had is due to other problems like internet connection which does not involve the use of Genesys Cloud.
  • Receiving and transferring calls.
  • Call Reports.
  • Easy to use.
  • Voicemails at hand.
  • Missed calls notifications.
  • Three-way calls.
  • More sales!
  • Quick response.
  • Easy access voicemails, for more sales!
All it had was a simple dialer, but it didn't have anywhere near all of the details that Genesys Cloud has. [It] didn't allow me to see how many calls I was receiving or making throughout the day. [Also, it] didn't notify me about any voicemails that were left in my inbox or anything. Incomparable to be honest.

Do you think Genesys Cloud CX (formerly Genesys Cloud) delivers good value for the price?

Yes

Are you happy with Genesys Cloud CX (formerly Genesys Cloud)'s feature set?

Yes

Did Genesys Cloud CX (formerly Genesys Cloud) live up to sales and marketing promises?

Yes

Did implementation of Genesys Cloud CX (formerly Genesys Cloud) go as expected?

Yes

Would you buy Genesys Cloud CX (formerly Genesys Cloud) again?

Yes

For instance, all of my missed calls from clients always have some sort of notification that they have called or left a voicemail in order to quickly get back in touch with them. This helps me and the company itself to bring in new clients and help grow the business.

The only scenario that I can say that I have had trouble with is when making a three-way phone call and then trying to transfer this three-way call to another colleague. Still haven't figured out how to successfully do this.

Genesys Cloud CX (formerly Genesys Cloud) 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
10
Multichannel integration
10
CRM software integration
10
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