Overall Satisfaction with Genesys PureCloud
We use Genesys Cloud 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.
Genesys Cloud CX Feature Ratings
Using Genesys PureCloud
250 - customer support
250 - call center experience and regular phone system knowlegde
- call flow
- email call flow
- customer experience
- reporting
- call recording and evalautions
- eMite reporting
- Admin capabilities
- voice recognition
- link to SAP - ORDER MANAGEMENT SYSTEM
- IMPROVE EMAIL SEARCH
Evaluating Genesys PureCloud and Competitors
Yes - cisco / Avaya
- 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
more time on planning and testing - undertand the full funtionallity more than a demo
Genesys PureCloud Implementation
- Implemented in-house
Yes - yes there were a lot discussion - I would like to be more breakdown to really understand each channel and requirements
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.
- email handle
- documentation
Genesys PureCloud Support
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 |
No - it should be already incorporate to the lisences cost
Yes - yes reponse was acceptable
Genesys has a good system to provide updates when something is critical
Using Genesys PureCloud
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 |
- call recording
- call flow
- amin
- email search from interaction
- unable to get access to open items or reassign to other agent
- unable to log out csrs