A very easy to use and manage contact center solution
Sam Othman | TrustRadius Reviewer
February 26, 2019

A very easy to use and manage contact center solution

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

We have an approximately 100 person call center and have over 50 inbound numbers that split out to a variety of different teams & departments. We needed to ensure that all calls are handled promptly and by the correct team. We wanted a cloud-based solution, as we didn't want to maintain much/any on-prem equipment.
  • Very easy to configure as an administrator.
  • Even easier to use for the end users.
  • Frequent updates with just a refresh needed to apply them.
  • Support isn't great.
  • Still young, so it's missing a few features, although they are starting to fill the gaps.
  • Some things aren't customizable as, being a cloud solution, it can be a bit one size fits all in some respects.
  • We are capturing calls outside of hours and offering callbacks so as to not lose business.
  • We have had pretty much zero downtime since implementing over a year ago.
  • We don't spend any money on hardware other than a headset per consultant.
We used Genesys (Interactive Intelligence) Connect for 4 years prior to moving onto Genesys Cloud. We experienced a ton of downtime, and the SIP devices kept unregistering themselves with the server. The upgrades were infrequent and pricey. We had to do them outside of hours and were here until two a.m. on some occasions trying to complete the upgrades both on the servers and the software on the PC. The software had about six different components which all had to be installed. Genesys Cloud now just loads up on the browser and all updates are handled server side. We have no hardware to manage other than a couple of Edge devices, which almost manage themselves.
Well Suited
- Small to medium call center environments where IVRs & queues are required.
- Corporate environment instead of a PABX. Useful for communicating around the business and handling incoming calls even without the need for queues and flows.
Less Appropriate
- Very large environments where massive amounts of features are required. This will change over time as more features are added.

Genesys Cloud Feature Ratings

Agent dashboard
5
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
8
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
6
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
8
Omnichannel inbound routing
8
Recording
9
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated