PureCloud UCASS/CCASS Review
April 06, 2019
PureCloud UCASS/CCASS Review
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
Genesys Cloud is currently used as our DR Telephony solution. We plan on promoting the solution to production within a year. Once this happens it will be used enterprise-wide. Our current provider relies on our building being powered. During hurricane Irma, we lost power and were able to continue to handle calls by routing all traffic to the Genesys Cloud solution and working remotely. This will continue to be the strategy for the solution until we promote it to production.
- Very scalable very quickly.
- The support platform is robust.
- The administrative platform allows for self-sufficiency.
- They need additional pricing tiers.
- IVR creation could be easier.
- Genesys support could be better. Since we go through our reseller, its no longer an issue.
- With the addition of Genesys Cloud as a DR telephony solution, we have been able to provide the business with a much more solid BCP.
- Once we promote Genesys Cloud to production we anticipate an ROI within 18 months.
Genesys Cloud stood out mainly in the ability to offer a PCI compliant payment IVR. Having to adhere PCI this was an absolute must. The ability for our IT staff to administer almost all aspects of the solution was also a big plus as we had talent that we wanted to capitalize on.