Genesys for Sales
June 30, 2022

Genesys for Sales

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

Modules Used

  • PureConnect

Overall Satisfaction with Genesys Multicloud CX

We are able to run our operations into one single platform with Omnichannel capabilities, simplify operations management, increase productivity for agents and customer satisfaction, unify diverse banking products and services into a single self-service platform and increase sales revenue to achieve ROI. My scope covers outbound telesales.

Pros

  • Single sign on view for agent
  • Agent monitoring tool
  • Reporting tool to perform analysis
  • Auto dialer options
  • User friendly system

Cons

  • To convert ccpulse reporting tool into web base access
  • Easier uploading process for call list
  • To allow more report templates format
1) Omnichannel capabilities 2) Easier to integrate 3) User-friendly 4) Stable Organization with good product offers 5) Good customer end-to-end support

Do you think Genesys Multicloud CX (discontinued) delivers good value for the price?

Not sure

Are you happy with Genesys Multicloud CX (discontinued)'s feature set?

Yes

Did Genesys Multicloud CX (discontinued) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Multicloud CX (discontinued) go as expected?

Yes

Would you buy Genesys Multicloud CX (discontinued) again?

Yes

Easier to integrate with our custom-developed case flow into the same agent dialer that provides 360 views of the Cm interaction journey from various channels to the agent’s view and also integrated website leads referral directly to Genesys as call list in real-time. Genesys needs to enhance its reporting tool format with multiple types of formats for different analyses instead of a common reporting format.

Genesys Multicloud CX (discontinued) Feature Ratings

Agent dashboard
5
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
5
Customer interaction analytics
10

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