Comprehensive platform, complex and pricey.
March 29, 2019
Comprehensive platform, complex and pricey.
Score 3 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
It is being used within our customer contact center. It is not being used across the organization. Genesys Cloud is being used to handle our incoming and outgoing calls for our scholarship programs.
- Breadth of platform offerings. Allows for one platform to serve multiple needs (chat, voice, reporting, cloud).
- Uptime. Have not experienced any major outages.
- Difficult to configure if you're a regular user. Have to call for technical support if you want to change the call flow or add features such as closed messages when all agents are logged off.
- Challenging interface - too many options on the dashboard to see basic information.
- Challenging reporting - cannot easily navigate the reporting dashboard.
- Too many places to navigate to within the platform and not one of the dashboards tells enough so you have to try and find another one.
- Cost. It's very expensive.
- The platform licensing fees are so expensive that we have not seen any ROI since moving to the platform.
We were on Genesys Premier and were prompted to migrate to Genesys Cloud.