Genesys Cloud delivers
May 12, 2021
Genesys Cloud delivers
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.
- Reliability
- Scalable
- Cloud-based work-from-anywhere.
- Screen pops and CRM integration.
- 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