The whole organization uses Genesys PureCloud. We're a customer engagement center. It's fundamental to the running of the business. It allows us to facilitate all mediums of engagement with our customers, e.g. voice, chat, SMS, etc.
The inability to manually pick up waiting calls is disappointing.
Some of the API rate limits are a bit low. It limits the features and functionality of our in-client apps.
The UI is clean and modern, but a little more thought could be applied to UX. It's a bit crowded and hard to navigate at times. Fonts' size can be reduced in places. There's too much vertical scrolling.
The lack of change history auditing is concerning. It would be nice to see what changes admins are making.
Lack of custom handlers.
In Architect, assigning a string value to a Skill variable is not possible without using parallel arrays. Why?
Amazon Connect wasn't listed in the above list. We were previously using PureConnect. We assumed the transition would be easier because we had great support from our Genesys Partner (Wrendata). We liked the app foundry add-ins.