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


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


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


Did implementation of Genesys Cloud CX go as expected?


Would you buy Genesys Cloud CX again?


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

Agent dashboard
Validate callers
Outbound response
Call forwarding
Click-to-call (CTC)
Warm transfer
Predictive dialing
Interactive voice response
Call scripts
Call tracking
Multichannel integration
CRM software integration
Inbound call routing
Omnichannel inbound routing
Quality management
Call analytics
Historical reporting
Live reporting
Customer surveys
Customer interaction analytics

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

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)

Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • 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.