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Experience with Genesys
September 19, 2018

Experience with Genesys

Apryll Gain | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureCloud

We currently use Genesys Cloud in a few departments across our organization. The intention of Genesys Cloud was to consolidate programs used as well as to move to a stable platform for our support center.
  • Easy to use platform - very intuitive
  • Listens to user feedback on how services could improve
  • Very transparent when there is an issue to be resolved and what they are doing to resolve
  • Reporting structure is incomplete. I am not able to easily obtain the information needed to report to leadership.
  • Platform is not stable. We have had more phone outages with PureCloud than we did with our previous provider.
  • Currently it appears to have had a negative impact, as our most recent NPS score dropped by 20 points due to outages with Genesys Cloud.
I would not feel comfortable referring Genesys until we have had stable performance. When we are not able to receive calls, we are not able to service our customers. A Genesys Cloud outage provides a poor reflection of our business.

Other than that, a standard call center would probably be a lot more comfortable with Genesys Cloud reporting. We need very specific customer information, and we are unable to break down the level of detail we need by customer in the current reporting structure.