Genesys Cloud delivers
May 12, 2021

Genesys Cloud delivers

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

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

Genesys Cloud is being used across multiple departments, consisting of around 175 users. Combined with other solutions, it provides us with PCI Compliance, agent development and evaluations, work-from-anywhere, in-depth call routing via ACD and IVR, in-depth reporting and stats, scalability, and resilience.

Pros

  • Reliability
  • Scalable
  • Cloud-based work-from-anywhere.
  • Screen pops and CRM integration.

Cons

  • More ringtones needed: Only one provided and it gets very irritating when in an office.
  • Email interactions function needs refining.
  • With just one app for agents to use, response time has improved dramatically.
  • Using a 3rd party integration, customers can now make secure payments using the telephone keypad, enabling PCI Compliance.
  • Call routing is much more flexible than previous phone system.
When looking to replace our aging Avaya system, we looked at various different solutions but a cloud-based one was a must. From the three we evaluated, Genesys Cloud was chosen over the other two as it was an all-in-one solution (not separate UC and CC, no matter how much we were told it was integrated by the vendor) and they didn't use heavy-handed sales techniques.

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

Slack, Microsoft 365 (formerly Office 365)
As we are still in the grip of a pandemic, using a cloud-based UC and CC solution, as Genesys Cloud, is invaluable to allow our people to work from home or anywhere with the internet. As everyone is provided with a laptop and headset, we can guarantee 100% uptime of our Contact Center.

Genesys Cloud CX Feature Ratings

9.8
Agent dashboard
8
Validate callers
10
Outbound response
Not Rated
Call forwarding
10
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
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
Not Rated
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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