Multi country deployment
June 12, 2021

Multi country deployment

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

We moved to Genesys Cloud in order to deploy a single global Contact Centre routing platform and move away from several in-country standalone technologies. We have a number of large sites in Europe and North America and have moved the largest of our operations across to Genesys Cloud already. We have deployed quite complex inbound voice channels and utilised both the inbuilt Integrations and custom built integrations to perform customer lookups from an external CRM platform. We also embed a Genesys WebRTC phone within a CRM to seamlessly merge the interaction delivery and account pop.
  • Easily accessible from anywhere at any time for both agents and admins.
  • Platform can easily handle multiple languages.
  • Single Contact Centre platform to handle voice, webchat, email, SMS channels.
  • We are about to deploy Intent Miner and a bot to automate some chat handling, this looks like it'll be easy to publish.
  • A granular restriction between divisions so that the platform could be divided into tenants is a must. It's a roadmap item but it's been badly needed by us from day one.
  • More detailed audits/logs surfaced to platform admins is required. We are blind about a lot of platform activity.
  • Webchat is quite basic. Web messenger should improve this, but we are waiting on a lot of features that we had with previous chat platforms.
  • Having a single platform across our organisation allows us to better manage our overall spend in this area.
  • The billing and license usage screen allows us to accurately track our spending and any overages.
Genesys Cloud had more history in this market space and the Cloud product suited our deployment targets, specifically the hybrid approach to on-prem edge servers and cloud platform. This allows us to keep the routing of our SIP traffic entirely within our network but allow the call control signaling to be handled in the cloud.

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

Yes

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

No

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

Genesys Cloud is a great product if you need a fast deployment with a lot of out of the box features. Small to medium deployments should easily be handled by an embedded technical team within any organisation. Larger deployments have needed a lot of Genesys professional service resource which isn't always the fastest way to get things delivered.

Genesys Cloud CX Feature Ratings

Agent dashboard
5
Validate callers
8
Outbound response
Not Rated
Call forwarding
5
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
5
Multichannel integration
8
CRM software integration
8
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
7
Customer surveys
6
Customer interaction analytics
Not Rated