PureCloud, cost effective and feature-rich
July 25, 2019

PureCloud, cost effective and feature-rich

Damian Bowen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller

Overall Satisfaction with Genesys PureCloud

We utilize Genesys Cloud both internally and within our customers. Genesys Cloud enables us to cost-effectively manage our communications with our customers and our users. Genesys Cloud supports all of our functionality requirements and our cloud-first strategy.

Pros

  • Monthly subscription costs
  • Limited hardware requirements
  • Automatic feature enhancement without the need of significant upgrades
  • Reduced cost of ownership
  • Opex rather than capex

Cons

  • Not as powerful as the on premise product
  • Prince for back office users - although this has recently changed
  • Supports our cloud first strategy
  • Reduce our capex expenditure
  • Efficiency in agent handling
The product, support model, and the infrastructure that supports it are superb.

Genesys Cloud CX Feature Ratings

8.8
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
10
Call scripts
8
Call tracking
9
Multichannel integration
8
CRM software integration
7
7.4
Inbound call routing
8
Omnichannel inbound routing
8
Recording
10
Quality management
8
Call analytics
9
Historical reporting
6
Live reporting
6
Customer surveys
6
Customer interaction analytics
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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