TrustRadius
Overall, Genesys is great
https://www.trustradius.com/contact-centerGenesys PureCloudUnspecified7.1168101Overall 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.
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
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
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
Genesys PureCloud Customer Support Pros and Cons
| Pros | Cons |
|---|---|
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
Usability Pros and Cons
| Pros | Cons |
|---|---|
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
