The One Cloud that Rules the Contact Center Space
June 03, 2019

The One Cloud that Rules the Contact Center Space

Altaf Gosla | TrustRadius Reviewer
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.

Pros

  • 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.

Cons

  • 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.
It works really well as an all in one solution. It is nice that it has chat/video/call/screen share all built in. It's amazing as a contact center platform. The interface is intuitive and friendly. It isn't as good (yet) for Enterprise Users because it is missing a true stand-alone mobile app. The current mobile app is good for chat but lacks the ability to make calls directly. For Enterprise Users who like to use a hard phone, the supported phones
work well, however, it is missing a lot of features and functionality that users like to have on the phone directly.

Genesys Cloud CX Feature Ratings

8.5
Agent dashboard
9
Validate callers
7
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
7
Warm transfer
9
Predictive dialing
9
Interactive voice response
9
REST APIs
8
Call scripts
9
Call tracking
9
Multichannel integration
10
CRM software integration
7
7.9
Inbound call routing
8
Omnichannel inbound routing
9
Recording
10
Quality management
9
Call analytics
9
Historical reporting
5
Live reporting
7
Customer surveys
7
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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