Try at your own Risk
February 23, 2019
Try at your own Risk
Score 1 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
We use Genesys Cloud throughout our organization: for traditional call center agents, for traditional business phone users and for some "hybrid" users. This enables all of our users to be on the same company directory, the simple transferring of phone calls, and a way to see the availability status of other team members.
- Our users liked the CTI salesforce Integration: the usability and appearance of it.
- Genesys Cloud was able to provide solutions for our small call center and the rest of the business users.
- Their entire onboarding process was terrible. Poor planning, poor execution, poor communication. Basically, they said, "Hey, read our online articles and good luck!" We had different project managers several times over a couple of weeks, none of whom could or would create an implementation or project plan. They refused to provide any technical or implementation assistance on site.
- We continued to have call quality issues for months, with no solutions from their team.
- So much of what is now working is ONLY because we sat down and read and researched and read and researched the articles, and by trial and error.
- I also don't like that there is a web browser version, a desktop app version, and a Salesforce CTI version, all of which have different capabilities and limitations.
- The reports are not very customizable: very restricted unless an outside developer is used. Sales as performance dashboards.
- We've spent a lot of our employees' time (hundreds of hours) fixing problems, learning the system, training the staff, testing options.
- We've also had to spend money on outsourced IT resources to help "fix" the call quality and network compatibility issues.
- We have lost sales due to the dropped calls, poor call volume, and lack of trust from some current clients who were hung up on, misdirected, and whose calls were never returned.
We tried BroadSoft /Transera prior to the Cisco purchase. There were initially some similar call quality issues, and the out of the box solution wasn't ideal for our mixed-use company, but their service people were very, very helpful at building a system to our specifications and outstanding in their service responses and assistance.