Wanting it to work
Michael Haddad | TrustRadius Reviewer
July 25, 2019

Wanting it to work

Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

PureClound is used across global organizations (Sales, Customer Support, Billing, Customer Training). It addressed a need for a global phone system that could be accessed across the world.
  • Easy to make changes (add queues, change employees, adding employees) Saves time and reduces the number of people who support the software.
  • Call routing is easy to setup and understand. Changes can be made quickly and you do not have to wait for the changes to take place. No additional cost to make changes, we can do it.
  • Easy to monitor and grade agents interactions. Better feedback to agents.
  • WebRTC connections to remote users.
  • Reporting: need to be able to export all data.
  • Training and best practices.
  • Support- Triage is not support. I feel like every time we email that we are working with someone who is just asking other people how to fix the issues if the second level person has more questions than they need to pick up the phone and talk to the customer. This back and forth between Customer, first level and the second level is timely, inefficient and in most case with us leads to us closing the case with no answer.
  • It has reduced the phone cost over the previous system but continued issues with remote agents is driving low productively.
  • WFM is behind other companies.
  • Online training has a lot of information but it is very general, does not give good working examples, does not give the best practices.
Price was better for PureCloud but after changes to the concurrent user, the price is about the same. Other companies offered more but at a higher price. The company we liked the most is now the same cost as PureCloud.
Until remote agents using WebRTC connections (not responding messages) are running well, I can't give a higher rating. Most companies are moving to a work from home environment, we have 70% of US agents working from home and 40%+ experience PureCloud connection issues daily.
At the meeting in Denver, I learned we are not alone with this issue and other companies have stopped agents from working from home, we do not have this option due to the size of the building. One of the reasons we changed the phone system was that we were moving into a small space and wanted to save money by allowing agents to work from home.

Genesys Cloud Feature Ratings

Agent dashboard
7
Validate callers
6
Outbound response
7
Call forwarding
7
Warm transfer
7
Interactive voice response
5
Call tracking
7
Multichannel integration
8
CRM software integration
3
Inbound call routing
9
Omnichannel inbound routing
7
Recording
9
Quality management
8
Call analytics
5
Historical reporting
5
Live reporting
6
Customer interaction analytics
7

Using Genesys PureCloud

350 - Sales, Customer support, Customer Billing
10 - We have a network, IT, Admin team setup to support PC
  • Get the customer to right person to help answer their questions
  • Grading, scoring and evaluating agents
  • The ability to this product globally
  • We setup overflow for some of the small call centers so that customers got support quickly.
The cost increase is now the same as other companies offering more.