Supercharge your Contact Center operation and make it future-proof with Genesys PureCloud.
Updated August 28, 2020

Supercharge your Contact Center operation and make it future-proof with Genesys PureCloud.

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

It is our main solution offering for our services. Internally we use it mainly as our communication tool and in our Lab to build better solutions for our customers.
  • Intuitive interface with powerful features allos easy adoption by workforce and best-of-class CC operation.
  • Constant updates and new feature delivery future-proofs your investment.
  • Backed by an industry leader. Plaform is supported by solid organization that continues to grow and has a clear vision of the future of CX.
  • Open APIs for development and integrations makes it a powerful platform for innovative businesses.
  • Elastic architecture and pricing model permits growing without adquiring licensing each time.
  • Licencing levels are fixed for an entire organization. It is not possible to mix and match features.
  • Works best with a system of record: it specializes in handling interactions so users need a CRM, ERP or ticketing system to integrate into the Contact Center operation.
  • Genesys Cloud has been the contact center solution with the shortest implementation time we have installed.
  • Being a cloud solution helps us deliver several implementations with the same team by working remotely.
  • Pay-per-use model and has allowed our clients to avoid investing in infrastructure upfront but still benefit from best of class solutions for their complete CC operation.
Five9 doesn't have all the same functionallity, deploy flexibility or updates available in Genesys.
Twilio Flex requires too much configuration to be plug-and-play and the per-usage cost is more expensive than the local SIP trunk alternative.
Zendesk Talk doesn't have an integrated view for analytics across channels and the per-usage cost quickly becomes more expensive than being able to use a local trunk.
It was already good, but service has improved in the last months.

Do you think Genesys Cloud CX delivers good value for the price?


Are you happy with Genesys Cloud CX's feature set?


Did Genesys Cloud CX live up to sales and marketing promises?


Did implementation of Genesys Cloud CX go as expected?


Would you buy Genesys Cloud CX again?


Acumatica, Microsoft 365 (formerly Office 365), Azure DevOps (formerly VSTS), Azure App Service, Toggl
Genesys Cloud is a great solution for businesses that have a contact center operation and would benefit from industry standard features coupled with high integration availability trough a web API. Being a true cloud solution allows focus on use and operation and alleviates the need for systems and infrastructure support teams.
It's agile release schedule also provides value by giving users constant feature upgrades and virtually eliminates platform obsolescence.

Genesys Cloud CX Feature Ratings

Agent dashboard
Validate callers
Outbound response
Call forwarding
Click-to-call (CTC)
Warm transfer
Predictive dialing
Interactive voice response
Call scripts
Call tracking
Multichannel integration
CRM software integration
Inbound call routing
Omnichannel inbound routing
Quality management
Call analytics
Historical reporting
Live reporting
Customer surveys
Customer interaction analytics

Using Genesys Cloud (formerly PureCloud)

  • Support
  • Sales (Demos)
  • R&D
  • Automatic contact escalation logic
  • Sales automation self service
  • Remote support
  • Marketing automation

Evaluating Genesys Cloud and Competitors

  • Product Features
  • Product Usability
  • Analyst Reports
Nothing much, really.

Genesys Cloud Implementation

If planned correctly, Genesys Cloud implementation can be very straightforward.
Change management was minimal
  • Preparing SIP trunk communication

Genesys Cloud Training

  • Online training
  • no training
It's available online and is fairly clear
It is enough for day-to-day use, but I recommend you talk to your Genesys partner and get support from their team also.

Configuring Genesys Cloud

Most is usable with the defaults and it offers many configuration options. It's ease of use approach does limit some configuration for very specific types of operation but it covers most common use cases.
Prepare your installation information and follow the provided checklists with your Genesys partner.
Yes - we have customized the interface extensively - There is extensive documentation for simple configuration and for using the API and SDKs.
Yes - we have added extensive custom code - There is extensive documentation for simple configuration and for using the API and SDKs.
Everything is available from the same interface and the documentation is open and available. You also have access to user forums where you can get answers to questions from Genesys and other users.

Genesys Cloud Support

Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Support cares about my success
Quick Initial Response
Need to explain problems multiple times
No - We have an internal team trained to use the product.
We reported a damaged Edge device and got a replacement in a very short time. Didn't need to pay for any shipping.

Using Genesys Cloud

Like to use
Relatively simple
Easy to use
Well integrated
Quick to learn
Feel confident using
Requires technical support
  • Setting up users, extensions, routing ans routing schedules.
  • Starting and ending a shift
  • Setup custom integrations
  • Configuring schedules for its WFM module
Yes - Good enough. There is a better version in development.
It is very easy to train users for normal operation.
IT staff in charge of configuration quickly become familiar with the web interface, specially since its clearer than other systems terminal-based or form-based setup.

Integrating Genesys Cloud

Most integrations tools have clear documentation, examples or tutorials.
  • Google Dialogflow
  • Salesforce
  • Amazon Lex
  • Amazon Lambda
  • REST web service
  • Vonage SIP trunking
  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
  • Javascript widgets
  • ETL tools
  • AppExchange or similar marketplace
Review your integration needs.
It's easier to integrate REST web services integrations. Other integrations are possible but require middleware development and hosting.

Relationship with Genesys

Ramp-up period days and per-usage charges.
Be clear about your goals and expectations. Chances are there is already a defined use-case that will make installation more simple and easier to measure success of the project.

Upgrading Genesys Cloud

Yes - It is done automatically by the product.
  • Didn't need to do anything
  • AI features
  • Interaction analytics