Supercharge your Contact Center operation and make it future-proof with Genesys PureCloud.
Anonymous | TrustRadius Reviewer
December 17, 2018

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

Score 10 out of 10
Vetted Review
Review Source

Overall Satisfaction with Genesys PureCloud

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.
  • PureCloud 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.
Genesys PureCloud 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 Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
9
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
9
Live reporting
10
Customer interaction analytics
8