Genesys Cloud is a great resource for a medium to large call center
June 07, 2021
Genesys Cloud is a great resource for a medium to large call center
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
Genesys Cloud is being utilized by our Loan Servicing department. We hope to expand usage to more departments in the future.
[One of] the business problems that Genesys Cloud addresses is that it provides a more robust call center than we were previously utilizing, which is a must during the COVID pandemic where we are seeing increased call volume and the need for hybrid work environments.
[One of] the business problems that Genesys Cloud addresses is that it provides a more robust call center than we were previously utilizing, which is a must during the COVID pandemic where we are seeing increased call volume and the need for hybrid work environments.
- Extremely customizable setup with endless possibility of integrations and call flows.
- Fantastic API with a plethora of documentation as well as built in test modules right in the documentation.
- Customizable dashboards that users can set up to their liking and get all of the information they require for monitoring of users in one place.
- Reporting is very canned and not at all customizable. This makes simple data extract[ion] a tedious proposition that requires utilization of the API.
- Some documentation is out of date and/or difficult to find depending on the topic which can lead to difficulties in initial setup.
- Efficiency has been vastly increased. The number of abandoned calls has been reduced upon switching to Genesys Cloud and customers are seeing this benefit as well as our agents.
- Cost of our call center is expected to be reduced upon full transition to Genesys Cloud. As this is one of our highest costs of business from a technology perspective, we are very happy to have found something that meets our needs but also reduces cost.
While MightyCall and Grasshopper are great for small businesses due to their cost, their functionality and performance takes a hit. Genesys Cloud is vastly superior in functionality and has tools which are a must have when building a medium to large call center. Genesys also offers much more supervisor and manger level resources for monitoring agents in real time and overall performance which is key to running a call center.
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