Great all around call center product.
March 20, 2019
Great all around call center product.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
We operate a call center that is part of our enterprise IT offering. Genesys Cloud is used solely for this purpose in the organization. We wanted to have our service offering on a different technology stack from our business operations. We also wanted something that was sort of all-inclusive product to provide a service desk. While we have had to buy some add-ons for the service desk, we came very close to that goal with Genesys Cloud.
- Genesys Cloud provides most everything you need to operate a service desk. Being a great phone system is something that anyone can offer, but having the team communication built-in via chat, team scheduling, quality management, file storage and management, etc. is what really set it apart for us.
- Genesys Cloud also had a unique architecture. We wanted to have calls still come into our business and remain on our network. The deployment with Edge's allows us to have our own SIP trunks, tie lines to customer's phone systems, etc.
- Purecloud's user management is a place where they can really do better. You have this idea of dynamic groups, but it feels half done.
- I'd like to be able to assign a skill to an agent. That agent then would automatically be put into a group where he can get access to files, is automatically put into the right queues, get permissions to more real-time stats for those queues, etc, etc.
- STABILITY! They didn't have a great 2018 in this sense. The expectation for a cloud app is that it never goes down.
- So far the value has really been in cost avoidance. Because we can leverage one tool instead of buying the 5 or 6 that would be required, we save.
The biggest advantage Genesys Cloud had was the ability to keep our own SIP lines and infrastructure. The Edges allow a tie line to third-party phone systems. The biggest thing I'd like to see Genesys Cloud pursue is FedRAMP certification.