From far away to the future
Updated February 26, 2021

From far away to the future

Matthieu Frys | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

We are deploying Genesys Cloud on all our subsidiaries. From now we have to deploy France and Scandinavia. We are using pure cloud first for contact center telephony tool within Zendesk ticketing tool. And in some countries, we are using it for everyone with communication licenses.
  • Quick deployment: we have deployed from zero Genesys Cloud within 6 months on 5 countries over 300 agents.
  • Basic feature available: you have multiple channels, statistic, outbound, reports, recording. Everything on the first connection. Those things take years to get on 'on premise' solution.
  • Large capabilities to adapt: multiple connectors to connect to our information system.
  • Industrial tools deployment. A lot of things is still manual on PureCloud and hard to deploy. Softphone parameters and update are not industrial, parameters around agent (auto answer set per user, import, ad sync,....).
  • Lots of bug to resolve, support is not reactive enough some bugs are really a bad experience for agents.
  • Genesys engineer is not good enough. To deploy we work with some Genesys engineer. But they are a little bit light on the tool knowledge.
  • + Everything on cloud and software based. No more hardware to maintain.
  • + A big upgrade from our existing telephony system with future systems.
  • - A big step for an agent to work. The softphone is not fully user-friendly. The ergonomy (shortcut, web page,...) Made agent lost time.
  • - Not an industrial solution lot of work to deploy the solution . Everything is not really finished.
  • + Big step to a worldwide solution to ingrate a common model for every subs.
Alcatel system does not provide an intelligent ACD routing system. No customer recognition, no service call.
Avaya has intelligent ACD routing but we didn't have an expert to make it evolve to the next step and system evolution was really expensive.
Our old system was not worldwide with every country to have a different system. No common model, no common functionalities, no group view our old system have not integrated softphone solution now we can integrate the telephony solution to our new system (Zendesk).
On the term of maintenance, everything is now cloud and no big material (only edge appliance).
If you need an all in one tool to deploy a contact center with lots of functionalities and without any contact center knowledge. Genesys Cloud is the perfect one.
If you need to deploy on multiple locations for a small business team. It's feet perfectly
But for a really big call center (>100 agents) the tool is not industrial enough.

Genesys Cloud CX Feature Ratings

Agent dashboard
Validate callers
Outbound response
Call forwarding
Warm transfer
Interactive voice response
Call scripts
Call tracking
CRM software integration
Inbound call routing
Quality management
Call analytics
Historical reporting
Live reporting
Customer interaction analytics