Overall Satisfaction with Genesys PureCloud
We utilize Genesys Cloud to route our inbound call volume at three of our Customer Care call centers. One of the biggest benefits from utilizing the software is that we were able to launch a quality program. Something we have been looking to implement for awhile.
- Communication of new features being launched.
- Striving to provide new and improved features.
- Working with and listening to the customer.
- Reporting and Analytics.
- Wall Board Functionality.
- API Training and Ease of Use.
- Positive-Can quickly change skills and queues to manage overflow calls between our three Customer Care call centers.
- Positive-Better service to our customers as a result of the quality program that the Genesys software provides.
- Negative-Early adopter experienced stability issues initially.
Genesys stacked up nicely when compared to other software offerings and was priced economically. At the time of our purchase many companies did not offer a cloud solution.
Genesys Cloud CX Feature Ratings
Using Genesys PureCloud
1500 - All business functions
50 - Customer Care
- Ease of Use
- Stability
- Feature Rich
- Quality Program
- Overflow Capabilities
- Skill Based Call Routing
- Outbound Call Campaign
- Different Media Routing, Chat, Social, etc...
- Personalized Messaging based upon queues
Evaluating Genesys PureCloud and Competitors
Yes - Genesys Cloud replaced and older call center contact software. Prior to Genesys Cloud we utilized Zeacom.
- Price
- Product Features
- Product Usability
The most crucial feature for our company was the ability to connect call centers all over the globe in a quick and simple fashion, Genesys Cloud provides that capability.
I think we would do more research on Cloud based systems. We were an early adopter of this software and ran into several issues after launch.
Genesys PureCloud Implementation
- Implemented in-house
Yes - Phase One was making the decision to utilize Genesys Cloud.
Phase Two was setting up the design or flow of the system.
Phase Three was setting up the flows in architect and launch in June of 2016.
Phase Two was setting up the design or flow of the system.
Phase Three was setting up the flows in architect and launch in June of 2016.
Change management was minimal - We needed to do more long term planning such as what is the back up plan if it doesn't work. What is the disaster recovery plan?
- System went down on day of launch (for only 15 minutes)
- System went down two weeks after launch
- Reverted back to old system for several weeks after second outage
- Was surprised with the lack of features after launch
Genesys PureCloud Training
- Online training
- In-person training
- Self-taught
Yes very easy. As long as you have support from IT then yes self taught is very simplistic.
Configuring Genesys PureCloud
Do your homework when designing the system The more thorough you are in this stage the more precise the system will be.
Some - we have done small customizations to the interface - If we are talking about connecting to the API then this was not a easy process. But keep in mind we did so three years ago.
No - we have not done any custom code
None at this time
Genesys PureCloud Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
No - The usability of the software has made it simple enough for us to tackle most issues ourselves from set up to the daily usage. We have not ran into a scenario where we needed professional support.
Yes - Yes it was. The issue was with reports and if I remember correctly the issue was resolved in the same day.
The support I received for Genesys during the launch of our UK call center was exceptional in my mind. They were very efficient in processing all necessary paperwork and even conducted a welcome call for the new call center supervisor. Much appreciated.
Using Genesys PureCloud
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | Requires technical support |
- Adding new personnel to the system
- Changing or adding skills for the agents
- Adjusting wrap up codes or altering them
- Setting up queues
- Architect can be challenging
- Outbound cal campaigns are currently a challenge
- Reporting needs to improve
Genesys PureCloud Reliability
Integrating Genesys PureCloud
- Sales Force
Purchase of the licenses for the Sales Force Connector was simple enough. Implementation f the connector was a little more challenging but we managed.
- Not at this time
- API (e.g. SOAP or REST)
No that I know of...
Do your research. Utilize the community and ask about the specific planned integration and if any as done so. Ask what were the challenges with the integration and how did they overcome them.
Relationship with Genesys
Initially we were on a month to month basis. Eventually we went to a yearly contract.
Be up front with your expectations. Genesys wants your feedback. They want to know when they do well and when they miss the mark.
Upgrading Genesys PureCloud
Yes - Yes and no. We launched a new call center but on the same level license as we currently have at all of our centers. The release was a complete success and progressed without issues.
- Upgraded for a phone ACD system. This will improve service to our customers and will make our agents lives better.
- More direct routing to specific agents.
- Availability of metrics.
- Quality program can be launched.
- Reporting
- Quality Program
- Call Routing
Yes - We have thought about going to a tier three license but would like to be able to have specific centers (that are on the same domain) to be on tier three and others not.