Genesys PureCloud
March 30, 2018

Genesys PureCloud

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

Overall Satisfaction with Genesys PureCloud

We use Genesys Cloud for our Inbound Contact Center for our services and support organization. It provides the ability to capture and route inbound calls to many queues based on SLAs for our customers.
  • Routing Inbound calls to specific queues with set queue priorities is very well structured
  • A very easy to use Architect that enables us to create call workflows ourselves without depending on Genesys support or services. As we have are changing the support structure and processes internally, this speeds up the changes we need and can test them live
  • The current Genesys Cloud dashboard provides a birds-eye view of all queues and the KPIs. This serves really well to review the state of operations by day, week or over a month by a click of a button
  • Genesys Cloud resource center is a very comprehensive repository of knowledge and the user community also provides the insight to get answers to questions or issues needed quickly. PC support is nice but it always helps to understand how others are using the functionality and how we can learn from it
  • While dashboard works great, Pure cloud reports are something that can be improved a lot. you have to mine a report data in excel before it can be used in a presentable format.
  • One specific example of a report is an agent metrics report. There is no summarization of agent metrics in the report or when exported to Excel. the export creates multiple Excel tabs for each interaction type for each agent. If you have 30 agents and you need to see how they are performing for ACD, non ACD , email, it creates 90 tabs in excel for these 30 agents (1 tab for each interaction type) which becomes so complex and time-consuming, which is a scarce commodity in an operation like ours.
  • You cant Cherry pick calls. This is an important functionality for us to ensure we are serving the customers well. We need to ability to cherry pick calls from 20 waiting. This helps in the scenario when customers call in and also emails us while waiting for a call. Rather than calling back, we expect agents to pick up the waiting call from the list of calls waiting.
  • The lost call numbers have been zero since we implemented Genesys Cloud.
  • Genesys Cloud has provided the ability to review supports performance on few clicks.
  • Reporting is still a challenge for Genesys Cloud. Almost every report we require needs to be sliced and diced into Excel or other software. You cannot use reports as is without formatting them. or use analytics tools such as Power BI or Tableau.
Genesys Cloud is well suited for Inbound Contact centers, where Inbound calls are the primary medium of support and have very specific defined queues. which may not change in medium to long-term in terms of queue priorities and where agents are dedicated to only those queues