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Overall, Genesys is great
https://www.trustradius.com/contact-centerGenesys PureCloudUnspecified7.1168101
Fernando Rivera profile photo
February 22, 2019

Overall, Genesys is great

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

We use PureCloud to manage our call and email channels for customer support.
  • Call recording and reporting.
  • The call flow is easy to understand and make changes.
  • One single application for phone and emails.
  • Admin access facilitates a lot of issues.
  • In-house control for any change.
  • Reporting overall.
  • The email search is lacking greatly. It's frustrating that we cannot search by keywords.
  • Sometimes agents are absent.
  • Unable to see open items.
  • Unable to log customers.
  • Simplifies things and puts it all in one platform.
  • Admin access rights improved.
  • Improved CX.
Overall it has better reporting, admin access, and features all around.
Good for when your main platform involves calls and emails.

The email search feature could be improved.

Genesys PureCloud Feature Ratings

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

Using Genesys PureCloud

Users and Roles

250 - customer support

Support Headcount Required

250 - call center experience and regular phone system knowlegde

Business Processes Supported

  • call flow
  • email call flow
  • customer experience
  • reporting

Innovative Uses

  • call recording and evalautions
  • eMite reporting
  • Admin capabilities

Future Planned Uses

  • voice recognition
  • link to SAP - ORDER MANAGEMENT SYSTEM
  • IMPROVE EMAIL SEARCH

Likelihood to Renew

9
GREAT TOOL TO USE AS MAIN PLATFORM

Evaluating Genesys PureCloud and Competitors

Products Replaced

Yes - cisco / Avaya

Key Differentiators

  • Product Features
  • Product Usability
  • Product Reputation
  • Analyst Reports
other teams in the org was using genesys - we were looking for a main platform to control all phone and emails

Evaluation Lessons Learned

more time on planning and testing - undertand the full funtionallity more than a demo

Genesys PureCloud Implementation

Implementation

9
good implementation overall - I will recomend more testing

Implementation Details / Implementation Partner

  • Implemented in-house

Implementation Phases

Yes - yes there were a lot discussion - I would like to be more breakdown to really understand each channel and requirements

Change Management Lessons

Change management was a big part of the implementation and was well-handled - IT TAKES TIME TO CSRs to get use to a new platform - but after training and getting on use it is fine.

Implementation Issues

  • email handle
  • documentation

Genesys PureCloud Support

Support

9
no much experience with them - we use our internal IT as bridge -- it is been some delay on reolve some issues

Genesys PureCloud Customer Support Pros and Cons

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Kept well informed
Immediate help available
Support cares about my success
Problems left unsolved
Escalation required
Need to explain problems multiple times

Premium Support

No - it should be already incorporate to the lisences cost

Bug Resolution

Yes - yes reponse was acceptable

Exceptional Examples of Genesys PureCloud Support

Genesys has a good system to provide updates when something is critical

Using Genesys PureCloud

Usability

9
easy of use on call -- email handle still needs some improvement

Usability Pros and Cons

ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Requires technical support
Lots to learn

Easy Tasks

  • call recording
  • call flow
  • amin

Difficult Tasks

  • email search from interaction
  • unable to get access to open items or reassign to other agent
  • unable to log out csrs