Comprehensive platform, complex and pricey.
March 29, 2019

Comprehensive platform, complex and pricey.

Anonymous | TrustRadius Reviewer
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.
We've had some issues with Genesys Cloud where our prior platform had features that were critical to our business workflow, and when we converted, those critical features were lost. The support to figure these things out has been challenging. We've been on the platform for months and we haven't solved our basic problems yet. We also have problems with billing. Difficult to match up the usage to minutes. All reports point to # of calls when we really need to know the # of minutes because that's how we get charged at the end of the day.

Genesys Cloud CX Feature Ratings

Agent dashboard
Warm transfer
Not Rated
Interactive voice response
Call tracking
CRM software integration
Inbound call routing
Quality management
Call analytics
Historical reporting