Improved Consumer experience and KPIs
Anonymous | TrustRadius Reviewer
November 12, 2018

Improved Consumer experience and KPIs

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

Genesys PureCloud 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.
Overall, the platform is performing well for our organization and is meeting our expectations. There's room for improvement, but overall its worth using because of its easy to use dashboard and system capabilities. If a company is just starting off with the system, I would still advise to thoroughly research in this software, as there are certain areas that show opportunities, while others might be pain points. So, not all scenarios can be covered and suited for this software.

Genesys Cloud Feature Ratings

Agent dashboard
9
Validate callers
9
Outbound response
Not Rated
Call forwarding
9
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
8
REST APIs
10
Call scripts
9
Call tracking
10
Multichannel integration
10
CRM software integration
Not Rated
Inbound call routing
10
Omnichannel inbound routing
10
Recording
9
Quality management
9
Call analytics
8
Historical reporting
8
Live reporting
7
Customer interaction analytics
9