Genesys 1st Experience doesnt meet expectaions
July 25, 2019

Genesys 1st Experience doesnt meet expectaions

Richard Volel | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureCloud

Will be used in the Call Center for CS and Collections. It was purchased to take us from multiple platforms internally and vendor-hosted into one for Omni Channel solution that we manage.

Pros

  • Like any cloud solution ease to install if equipped with right install partner
  • Ability to change campagn media types
  • Abiity to de sevral things " channels of communication under same platform

Cons

  • Stability of product
  • Better documentation of features and system functions
  • Campaign managgment tool not as good as ALM
  • Many promises made for features and functionality by the sales group. But many did not work as represented or are still in development
  • End of development cycle so it's too early to tell
The decision made by the uneducated executive for Omnichannel components. There are better products with good history out there
If you are a small shop with limited IT personnel. I would still hire a third-party consultant not affiliated to challenge or confirm their design. I would not recommend to larger organizations with competent IT staff you should not allow business owners to be final decision-makers for this product. It should be a joint decision with Network, Telecom, and business. Do your research on similar products and challenge cost model of Cloud versus premise if you already have a decent size Server environment.

Genesys Cloud CX Feature Ratings

4.1
Agent dashboard
4
Validate callers
3
Outbound response
4
Call forwarding
4
Click-to-call (CTC)
4
Warm transfer
4
Predictive dialing
2
Interactive voice response
4
REST APIs
4
Call scripts
5
Call tracking
5
Multichannel integration
5
CRM software integration
5
4.8
Inbound call routing
5
Omnichannel inbound routing
5
Recording
4
Quality management
4
Call analytics
5
Historical reporting
5
Live reporting
5
Customer surveys
5
Customer interaction analytics
5
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Paige Mummert | TrustRadius Reviewer
    Paige Mummert
    (Vendor Representative) commented 6 years ago
    Hi Richard, We are very sorry to hear that you are having a poor experience with our PureCloud product. I cans assure you that someone from Genesys will be reaching out shortly and get in touch with how we can help make this a more positive experience. We appreciate your feedback. Thanks!

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