Clean and upcoming system with much room for growth
March 04, 2019
Clean and upcoming system with much room for growth
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
Genesys Cloud has been used to power the Customer Experience operations in our organization. The system is our one-stop solution for managing the experience of supporters across multiple channels.
- The Genesys Cloud system is an easy to use platform compared with others in the market. Their ability to implement cutting edge technology such as AI in a simple way is second to none.
- Genesys PureCloud's Customer Service department is frustrating. Their staff frustrate you into withdrawing tickets through a range of templated responses which are used without even reading the information provided by the client. Some initiative would be much appreciated.
- The WFM module is missing some important functionality compared with others in the marketplace. This module's forecast and ability to re-forecast needs to be reviewed. Additionally, they could learn from platforms such as Monet WFMlive to automate core business WFM tasks such as scheduling meetings
- PureCloud's reporting module also could do with investment. In its current state we have had to look elsewhere to other clients to get the level of information we need to create meaningful reports
- Genesys Cloud has definitely delivered ROI for our business.
- MiCloud Connect (formerly ShoreTel) and Monet Live
ShoreTel -- Genesys Cloud is a much more advanced and clean telephony system but is lagging behind on reporting functionality and capability.
Monet -- Genesys is lagging far behind Monet in the WFO space and badly needs to integrate or catch up.
Monet -- Genesys is lagging far behind Monet in the WFO space and badly needs to integrate or catch up.