Good multi-channel platform. Pick your model that fits and use those channels if you pay for them!
July 25, 2019
Good multi-channel platform. Pick your model that fits and use those channels if you pay for them!
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
This platform is used in our company's support structure. It is not used as the company's Unified Communications platform.
- Easy to implement call flows.
- Easy set up to CRMs or on-premise data platforms for intelligent routing.
- Solid set of features for a Contact Center platform.
- It is a little pricey.
- The reporting within the platform, currently, is pretty lackluster. Anything advanced you need out of the API or a third party.
- There are some contact center features that we'd like to see added such as in-architect schedule checks, added function to the management interface, etc.
- Improved our ability to be dynamic with our CRM and data at a higher rate.
- Decreased deployment and management man-hours.
- Avaya
Much more dynamic platform that allows you to easily integrate with your own data. Reliability has been a problem with Genesys Cloud but that has improved over time.