Comparing Genesys to other phone companies is like comparing Apple to PC
December 13, 2018
Comparing Genesys to other phone companies is like comparing Apple to PC
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
Genesys Cloud replaced our Cisco phone system in our call center. Our call center is an atypical call center with complex call flows, lengthy calls for some of our flows and we must have the flexibility to have multiple participants on our calls.
Pros
- Genesys Cloud allows for more back end visibility which then leads to faster troubleshooting and follow up.
- Genesys Cloud is not reliant upon a physical phone or complex piece of equipment.
- Genesys Cloud report features are easy to use and publish.
Cons
- More time and attention spent to understand the needs of our complex call flows would benefit our team and our understanding of the system's abilities.
- I want to chat across orgs. Right now we're unable to chat with a team that we work with multiple times a day b/c we had to build ourselves as a different org due to billing.
- I'm still monitoring the data to see if we're having fewer abandoned calls
- The leadership team is much more satisfied with the abilities to run reports and do real time monitoring of the performance
- It's too early to be able to say we've benefitted financially more than the cost of the system
I'm sure Cisco's capabilities are greater than what our company was willing to purchase from them. The support was poor and the system required constant maintenance. We were also continuously troubleshooting phones on the desks.
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