Improved Consumer experience and KPIs
November 12, 2018
Improved Consumer experience and KPIs
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
Genesys Cloud is used across the organization as our unique cloud-based contact center solution. It contributes to the overall customer journey and helps us understand and analyze that journey for further development of the customer experience. The software is easy to configure and implement, though powerful enough to--so far--satisfy all the organization's needs.
- It's easy to configure and start using. At the same time, with its powerful and extensive functionality, you can achieve a robust omnichannel experience for consumers.
- It's omnichannel, which makes it utterly agile and not dependent on downtime when the whole system goes off.
- Intuitive and well-equipped administrative panel that is all web-based and easy to access. What's more, it's quite easy to use, which lets administrators make any relevant changes when needed, and address them in a timely manner.
- The provided API is powerful and quite flexible. We have seen the pros of it many times.
- Reporting of the system is quite extensive, though not flexible. Certain areas of reports can't even be customized. The API provides all the data, but it also requires time to extract it. Would be good to have it improved in the interface itself.
- When complex support issues move to Tier 2 or above, they take some time to be addressed, which can be inconvenient. We haven't had any major issues, but in the future wouldn't want to wait much time when something is wrong.
- Real-time reporting is also poor. For instance, you cannot see how much time an agent has been sitting in a call after connecting.
- It has certainly increased the effectiveness of the customer care department.
- We saw drastic improvements in the customer experience according to the survey results we did with a third-party.