The only hosted call center system you should be looking at
February 02, 2019
The only hosted call center system you should be looking at
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
Genesys Cloud is being used in our call center to support our software users. The rest of the company uses Vonage for their phone system and the two are not connected. This is our third web-based call center phone system since 2007. It is the easiest to use, the lowest cost of ownership so far with the greatest set of features that we've come across. We looked at the Interactive System several years ago, but weren't able to afford the premises-based system.
- Reduces the overall cost of carrying calls.
- Provides a robust, but easy to use feature set.
- Implements new features pretty regularly and seamlessly.
- Provides consistent reliability/uptime.
- Some of the real-time call and agent reporting could be more detailed and descriptive.
- Voice analytics for identifying calls to review would greatly enhance the Quality module and the process for finding calls to coach.
- The IVR scripting is still a bit more difficult to handle without professional assistance.
- Genesys Cloud has lowered the cost of ownership 370% over the previous systems we've used.
- Genesys Cloud has improved the cycle time for Quality Management 150% over previous systems. Mostly by making the calls available more real-time and easily. It provides a pretty much turnkey quality system that's easy to use and implement.
- We don't use the full functionality of all the Genesys Cloud features (WFO, Dialer) but it's nice to know you can expand your operation and still utilize the same system.
Genesys Cloud was more full-featured and offered a lower cost than any of these systems. We switched from inContact most recently because of the continually increasing cost and the apathetic and constantly decreasing levels of support/service.