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

Anonymous | TrustRadius Reviewer
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.

Pros

  • Clean, easy to teach interface
  • Compatible with Salesforce
  • Easy to set up
  • Easy to maintain and update user profiles

Cons

  • 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.
I liked the product primarily because the interface made it easy to train new hires. But the reliability was a huge problem. While support was always polite and professional, the time from the problem being identified to a resolution was almost always too slow, and our 3rd party vendor (Avtex) was often handcuffed on what they could do.

Genesys Cloud CX Feature Ratings

Agent dashboard
10
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
6
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
5
Call analytics
Not Rated
Historical reporting
10
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
10

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