Pleased as Punch
February 23, 2019
Pleased as Punch
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
As a Collection Agency, we use SoundBite as a way to increase our borrower contact rates. Being a smaller company with many accounts to contact, Genesys Cloud provides us the tool to contact many more people than we could ever do manually. This allows us to do more with less!
- The Dashboard is very easy to use.
- Customer service has been excellent.
- Genesys Cloud was able to configure reporting for us to synchronize with our software.
- The only missing functionality is that it can't legally be used to call cell phone numbers. This is more of a legal area outside of any functioning of SoundBite.
- I would like to see SoundBite mirror more of what LIVEVOX or ARBEIT does, allowing agencies like ours to increase cell phone contact as 80% or more of our home phone numbers we attempt to call are [in fact] cell phones.
- SoundBite has had a positive impact on our ROI. The low cost to use this tool has paid for itself and then some over the years.
- It has also increased our Right Party Contact rates which have become one of our clients' most important ways to measure our performance.
We also use Arbeit Software which allows for contacting cell phones. This is more due to the technology and the way our agents actually press buttons to generate calls. This should be something that Genesys could easily copy.