Comparing Genesys to other phone companies is like comparing Apple to PC
Cassie Latta | TrustRadius Reviewer
December 13, 2018

Comparing Genesys to other phone companies is like comparing Apple to PC

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

Genesys PureCloud 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.
  • PureCloud allows for more back end visibility which then leads to faster troubleshooting and follow up.
  • PureCloud is not reliant upon a physical phone or complex piece of equipment.
  • PureCloud report features are easy to use and publish.
  • 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.
The technology and ease of use is great for our team of older nurses. There are a lot of visual pictures that easily guide you through your use of the system. Our customers often comment that there is a lag in the communication and when they are anxious and in a hurry it frustrates them.

Genesys Cloud Feature Ratings

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