You get what you pay for!!!
February 12, 2019
You get what you pay for!!!
Score 5 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
It's currently being used by our customer service team on one segment of the company. Its setup on a simple IVR and is only used for inbound capabilities today. The cloud-based functionality is an asset as it gives us flexibility to have agents work remotely. The challenge is that Genesys Cloud's reporting capability is very limited, especially when trying to understand call patterns. Occupancy is a productivity measure which is not a component of reporting when it comes to Genesys Cloud which is also quite frustrating.
- Salesforce Integration works great!
- The interface is very easy to use, not a lot of training required
- Less down time in comparison to some other providers I have used in the past.
- Reporting is very limited (such as occupancy, interval reporting across a group of queues for specific days, weeks)
- Its still buggy, ghost calls showing in our queues
- Lack of support - Cases hardly resolved in 24 hours, most bugs reported are not responded to with resolutions
- Limited agent control - Do not have the ability to change agent status's or log them out if they forget. Skews data
- Based on our previous platform, Genesys Cloud has allowed us to answer more calls with less down time.
- Its allowed us reduce our cost per minute based on competitive rates.
- Avaya, NICE inContact CXone and five9 predictive dialer
Based on features and capabilities, Genesys Cloud was the most cost effective