Contented PureCloud User
Overall Satisfaction with Genesys PureCloud
Carestream Dental uses Genesys Cloud over several departments within the organization. It is used to distribute calls from our customers to the technical support, billing, customer care and inside sales teams. These teams are all customer facing and take a large number of incoming calls over several different communication methods (Voice, chat, email, etc).
Pros
- The administration is relatively easy to manage. The architecture tools within Genesys Cloud to set up the IVR and menus within are intuitive and easy to understand. Minimal training was needed to complete tasks that previously took many hours and communication threads to complete.
- The infrastructure is reliable and has resulted in minimal disruption in servicing our customers.
Cons
- The workforce management tools within PureCloud are very basic. We supplement shortcomings in the tool with manual work done outside of PureCloud.
- We struggle with remote employees and usability of the system (Audio degradation, call connections, etc).
- Although our data is easy to find within the tool, exporting that data requires API work and isn't easy to get. Programs like Emite or Pure Insights are recommended.
- We were able to streamline the IT resources needed to do administration and troubleshooting as a result of implementing Genesys Cloud.
- The architecture to run the system was streamlined and we were able to reduce costs as a result
- Noble Systems and AT&T Synaptic Cloud
Also previously used USAN on-premise for ACD.
Pricing was a big factor in differentiating Noble and Genesys Cloud. Noble has a much more robust Workforce Management System.
Pricing was a big factor in differentiating Noble and Genesys Cloud. Noble has a much more robust Workforce Management System.
Do you think Genesys Cloud CX delivers good value for the price?
Yes
Are you happy with Genesys Cloud CX's feature set?
Yes
Did Genesys Cloud CX live up to sales and marketing promises?
Yes
Did implementation of Genesys Cloud CX go as expected?
Yes
Would you buy Genesys Cloud CX again?
Yes
Genesys Cloud CX Feature Ratings
Using Genesys PureCloud
325 - Technical Support (end user support for medical software and hardware), Billing, Customer Care and Inside Sales
5 - The only mandatory requirement is a telecom professional. Three of the in people supporting users in Genesys Cloud are managers within the Technical Support group. They have no background in telecommunications, but have experience using other IVR/ACD systems.
- There is a need for Automated Call Distribution
- There is a need to collect data on KPI around the calls being distributed
- Workforce Management
- It can be used for collecting Net Promoter Score information
- Automated messaging to customers on outbound dialing campaigns
- Collecting payment from customers while meeting compliance and privacy standards
- We have yet to implement distribution of Chat and Email
- Scheduling contact before talking to an agent.
Evaluating Genesys PureCloud and Competitors
Yes - We previously used USAN on premise phone systems. Our company split from our parent company and needed a new phone system to support our business.
- Price
- Product Features
- Product Usability
- Positive Sales Experience with the Vendor
- Third-party Reviews
Other then the obvious ACD functionality, we focused on Cloud based systems that allowed for heavy data mining and Work Force Management capability.
I would focus now on the bandwidth needed by agents using the system to have optimal audio quality. We struggle with audio quality for users that are internal and working remotely. i would like to understand the differences in how different platform prioritize the data usage and the effect it would have on stability for the platform.
Using Genesys PureCloud
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using | Lots to learn |
- Workforce Management
- Reports
- Data Mining
- Searching for call audio
Yes - I used it when we first went on the platform. But as a manager of the system, it is not useful for managing inbound call activities with agents. It is not useful for reporting information.
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