The One Cloud that Rules the Contact Center Space
June 03, 2019
The One Cloud that Rules the Contact Center Space
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
We use Genesys Cloud across our entire organization. The vast majority of our users are enterprise users. We have two different departments that use the Contact Center features. Genesys Cloud allows us to communicate with our borrowers in an efficient way. It also allows us to run campaigns for our marketing efforts and to evaluate the performance of our representatives. Finally, it allows us to report on all activities so we can address issues and see how effective our strategies are.
- It is very easy to build sophisticated inbound call flows.
- Running outbound campaigns is very clear and logical.
- I really like that SMS is now built-in.
- The responsiveness of Genesys support is something that is improving but still needs further improvement.
- I wish there was more transparency about bugfixes, UI updates, and other updates that are done on PureCloud continuously. Sometimes these updates have caused issues that have blindsided us. This would be more detailed beyond what is currently in the Release Notes that come out every Wednesday.
- It would be nice if we could choose to mirror all reporting data into our own SQL database without having to write our own code to do so or rely on a third party.
- It has been a huge help as far as our marketing efforts.
- The borrower experience is significantly better after having moved to Genesys Cloud.
- The ability to report on all activities has made a tremendous difference.