What a product! this is the future
February 12, 2019
What a product! this is the future
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
Genesys Cloud is being used at one of our centers along side I3. We are running and using this center to understand how Genesys can help take us to the next level. It helps us connect to customers and see the big picture better. What we like is the ability to allocate calls and skill agents better
- It is great at moving or adjusting allocations.
- We like the ability to skill agents with ease.
- Having the cloud manage calls based on agent availability to see the bigger picture is a huge win.
- The obvious issue as with most Genesys product is the cost and cost per user. We would much rather pay per station but having to pay per user is a con.
- Running the platform on call center computers requires more RAM than our typical machines, we had to upgrade all our stations.
- USB headsets are what we have to use for this platform and can case problems if they do not sync with the computer.
- It has made positive impacts as we are able to be more agile and shift volumes to take more calls which in returns allows us to gain more revenue
- It has been positive in the breakdown of agent's states so that we can attack specific metrics to drive down handle time which in return allows us to take more calls
- It has had a negative impact on profit margin due to the cost per station has increased due to product cost
It gives you the ability to be flexible and instantly scale. Along with an interactive dashboard that gives you a consolidated view of customers, agents and interactions. We love the easy to deploy features of the cloud along with the ability to scale and meet peak demands. Additional it is easy to add features which is key with the every evolving field.