Genesys PureCloud: It wasn't for us, but that doesn't mean it isn't for you.
February 01, 2019
Genesys PureCloud: It wasn't for us, but that doesn't mean it isn't for you.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
Genesys Cloud is not currently in use in our organization. We were essentially given a vendor demonstration, training and access to a free environment to explore the product as a sales tactic to attempt to move us to this platform. I have been following Genesys Cloud since before the Genesys acquisition, though, when Interactive Intelligence effectively diverted all of their internal development resources away from their flagship platform to this up-and-comer.
Genesys Cloud is aimed at organizations that want a minimal on-site presence that provide great collaboration features, spin up fairly quickly and move what has traditionally been a large CapEx expenditure into a smaller OpEx subscription. The contact center portion is also quick to configure and change.
Genesys Cloud is aimed at organizations that want a minimal on-site presence that provide great collaboration features, spin up fairly quickly and move what has traditionally been a large CapEx expenditure into a smaller OpEx subscription. The contact center portion is also quick to configure and change.
- The collaboration features are very accessible and integrate nicely throughout the entire platform.
- They remove the need to have dedicated sys admins for your contact center environment as the footprint at your site can be minimal to nothing.
- Native webRTC means you don't need to buy any physical phones.
- Co-Browse features with web chat allow for quick and ad-hoc screen sharing sessions for support.
- Integrates with other existing Genesys platforms to leverage some if Genesys Clouds features in the other environment (like Genesys Connect).
- Configuration doesn't feel programmatic. It's a very UI toggle and slider kind of affair that, while being modern, also feels tedious after a bit.
- The actual ACD/Contact center customizations and configuration feel watered down compared to their other platforms.
- As with any "cloud only" platform, you're taking a lot of control out of your hands to gain convenience. If you already have a large data center presence, you really need to think about the costs versus an on-premise solution that you can right size yourself.
- We didn't choose to implement. It did not feel like it had a feature replacement for our current platform and the cost didn't justify the effort it would take to build customizations to try to get it there.
- The positive impact comes from Genesys providing lots of assistance in the pre-sales process including full access to Genesys Cloud training and a free trial access to the environment along with vendor demos and customer testimonials.
- Avaya, BroadSoft CC-One, Cisco Unified Contact Center, Genesys PureConnect, MiCloud Connect (formerly ShoreTel) and Genesys PureConnect
As I've said in other places in this review, we didn't go with Genesys Cloud. This doesn't mean that I would discourage others from doing so assuming that the other factors that have been spelled out in this review line up for your business. If you're looking for something compact, easy to deploy that requires minimal hands-on management after deployment, Genesys Cloud can definitely fit the bill.
Stacking Genesys Cloud up against Broadsoft which I feel is the closest to the same offering: Broadsoft has a bit of an advantage in that there are multiple VARs that have their own brand of the platform they have heavily customized, so there is a good chance one of them is already a good fit for what you would like to do with it beyond the default offering.
This goes both ways, though, Genesys Cloud will effectively be more consistent in what it is when looking at user testimonials and examples as it is just directly offered via Genesys.
Stacking Genesys Cloud up against Broadsoft which I feel is the closest to the same offering: Broadsoft has a bit of an advantage in that there are multiple VARs that have their own brand of the platform they have heavily customized, so there is a good chance one of them is already a good fit for what you would like to do with it beyond the default offering.
This goes both ways, though, Genesys Cloud will effectively be more consistent in what it is when looking at user testimonials and examples as it is just directly offered via Genesys.