PureCloud super charged our Contact Center
Updated March 08, 2022

PureCloud super charged our Contact Center

Henry Svendblad | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys Cloud CX (formerly Genesys Cloud)

We use Genesys Cloud across every department in our organization. It powers our Contact Center with key features like ACD, IVR, omnichannel support, workforce management, quality management, real-time analytics, and more. Their API first microservices architecture has allowed our developers to integrate our line of business and mobile applications for improved productivity and customer service.

Pros

  • Developer friendly APIs
  • Real-time information
  • Quality management
  • Workforce management
  • Predictive routing

Cons

  • Support
  • Implementation
  • Improved stability
  • 248% ROI
  • Reduced average handle times by 10%
  • Increased staff productivity
  • Improved quality
We prefer to use Inflow Communications to support our Genesys Cloud CX. They understand our business and industry better and they have a higher level of support available.

Do you think Genesys Cloud CX delivers good value for the price?

Yes

Are you happy with Genesys Cloud CX's feature set?

Yes

Did Genesys Cloud CX live up to sales and marketing promises?

Yes

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

Some functionality requires experience and development talent. This is both a blessing and a cost.
We prefer to use Inflow CX for our Professional Services. They seem to understand both our industry and organization better.
The concurrent licensing algorithm leaves much to be desired. Genesys CX uses the peak 3 hours in a given month to calculate our monthly expenditure. Finance is incredibly difficult to work with and regularly delayed in processing invoices and credits.
Better suited for a high growth distributed organization with the ability to leverage their well-documented APIs and third-party integrations. An organization looking to provide the most modern and powerful customer experiences across all communication channels.

Genesys Cloud CX Feature Ratings

9.7
Agent dashboard
9
Validate callers
9
Outbound response
8
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.2
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
8
Live reporting
9
Customer surveys
6
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys Cloud CX (formerly Genesys Cloud)

80 - Contact Center, IT, and Client Services.
1 - We rely on Inflow CX mostly to support Genesys Cloud CX.
  • Insurance Incident Intake
  • Nurse Triage
  • Provider Verifications (outbound)
  • Support Services
  • Application integration
  • Workforce Management
  • Analytics and Reporting
  • Innovation
  • Additional Cost Savings
  • Beating our competitors
We are very likely to renew.
eMite, Polycom Trio, Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Evaluating Genesys Cloud CX (formerly Genesys Cloud) and Competitors

Yes - Mitel on premise Contact Center
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
One stop shop -- most other CCaaS vendors require multiple platforms vendors to offer the same functionality.
I would start with working with Inflow CX for all Professional Services and support.
  • Avaya, Five9 Virtual Contact Center, Mitel Applications Suite, NICE CXone (formerly NICE inContact) and MiCloud Connect (formerly ShoreTel)
Genesys Cloud was the only product architected for the cloud from the ground up. Designed with an API first approach and including a comprehensive set of features. The competitors we evaluated relied on other vendors to round out their service offering. We weren’t interested in deploying and integrating 2/3 products Genesys combines everything we needed into one well-designed solution.

Genesys Cloud CX (formerly Genesys Cloud) Implementation

Go with Inflow CX
  • Third-party professional services
Genesys helped us implement initally, Inflow CX handles this now.
Yes - 
  1. Lift and Shift
  2. Roll out Scheduling and other WFM functionality
  3. Analytics and Reporting including Balanced Scorecard
  4. Continuous Optimization
Change management was a minor issue with the implementation - Go slow to go fast
  • Changing resources on the team
  • Time Zone differences
  • Shift from on premise to cloud
  • SIP Provider

Genesys Cloud CX (formerly Genesys Cloud) Support

ProsCons
None
None
Yes, but not through Genesys. We selected Inflow CX.
Yes - Yes.
Inflow always provides amazing support. In several instances I have received calls from our support team prompting me to consider implementing a new feature that would result in some improvement.

Using Genesys Cloud CX (formerly Genesys Cloud)

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Developing against their APIs
  • Agent Experience - Basic call controls
  • Workforce Scheduling and Forecasting
  • Designing Call Flows
  • Complex Call Flows
  • User Profile Administration
Yes - Works well -- somewhat limited in functionality.

Comments

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