A solid telephony solution that is a good blend of flexibility and feature set.
May 28, 2021
A solid telephony solution that is a good blend of flexibility and feature set.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
Genesys Cloud (formerly PureCloud) is used to manage inbound calls and outbound calls for our call center as well as hosting our internal application that is used for chats and other application data. It allows our agents to have calls managed by queues and have them triaged through call flows without writing code.
- Core telephony support is easy to use and manage.
- APIs exist for a huge majority of app functionality
- Support is responsive when we have issues or questions.
- Documentation is not as easy to search as other applications
- Seems like frequent slowdowns or issues with any non-critical service
- Terminology in the tool is not always obvious where to find
- Genesys Cloud (formerly PureCloud) allowed us to build some in-house functionality but not have to deal with other parts of call center workflow
- We have been able to get away without a full-time admin, as it it low maintenance
- Call center team sees slowdowns and creates tickets with our internal team when there is nothing we can do which is costly.
I was not a part of the selection process, but it is far more functional than what was available from Salesforce or AWS at the time we made the purchase. We work with healthcare data, and it is limited in what it can handle compliantly. I wonder if it will be competitive once Salesforce Connect is more robust.
Do you think Genesys Cloud CX delivers good value for the price?
Not sure
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