User friendly product that was easy to scale, but lacked reliability
April 09, 2019
User friendly product that was easy to scale, but lacked reliability
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
We used Genesys Cloud to handle customer telephone calls within our customer service department. We had 14 agents, and 5 call queues. The product allowed us to route upwards of 81 phone lines and handle as many as 1,000 inbound calls each day. By utilizing the softphone VOIP functionality, we had less hardware that needed to be maintained. The ability to find specific calls and listen to their recordings was incredibly helpful when researching customer disputes, as well has monitoring for quality insurance. Additionally, the internal chat feature allowed our group to have a central location to ask questions so that the entire group could benefit, and make it easier to identify growing trends.
- Clean, easy to teach interface
- Compatible with Salesforce
- Easy to set up
- Easy to maintain and update user profiles
- Reliability. Had several crashes that put us out of operation for as long as an entire day
- Inconsistent voice quality
- Inconsistent reporting. It took almost a year before a DNIS report was available, and even that was a workaround that required me to download a user invoice and reconfigure it.
- On the positive side it was easy and quick to implement, requiring minimal development man-hours, which saved us money.
- Ease of use allowed us to get new hires trained quickly, spending less time and money on training.
- Negatively, its continued crashes significantly hurt our ability to generate revenue multiple times.
Previously we used Interactive Intelligence Small center. Ultimately we switched because Interactive Intelligence was bought by Genesys. The product was more reliable, but the interface was not as user friendly. `
Cisco Active Desktop was comparable to its usability and was much more reliable, but it was incredibly expensive and has since been sunsetted to "Finesse Desktop" I believe. If price were not an issue, we would probably have continued to use Cisco's products.
Cisco Active Desktop was comparable to its usability and was much more reliable, but it was incredibly expensive and has since been sunsetted to "Finesse Desktop" I believe. If price were not an issue, we would probably have continued to use Cisco's products.