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Contented PureCloud User
Updated January 28, 2020

Contented PureCloud User

Brian Harris | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified 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).
  • 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.
  • 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
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.
We have had a hard time "fine tuning" some issues that have been induced by our internal IT and network. We struggle to identify whether the issues reside on the Genesys Cloud or internal side. The Genesys Cloud support is reasonably attentive and usually responds in the proper amount of time.

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 is relatively lightweight in terms of physical architecture needed to run the program. Our company has a small IT team and this system works well because the administration of the program is relatively easy. If you have a large team that is remote, the ability to run the program from the cloud without a VPN is helpful and easy to stand up.

Genesys Cloud CX Feature Ratings

6.1
Agent dashboard
7
Validate callers
4
Outbound response
6
Call forwarding
8
Click-to-call (CTC)
4
Warm transfer
7
REST APIs
8
Call tracking
4
Multichannel integration
7
8.0
Inbound call routing
9
Recording
8
Quality management
9
Call analytics
9
Historical reporting
5
Live reporting
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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

ProsCons
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.
The platform itself is easy to use and easily scaled to organizations big and small. My agents were able to pick it up quickly and I minimal "downtime" between my old on premise phone platform to Genesys Cloud. As the product is still relatively new, I have had to partner up with some 3rd party applications to get information and automation completed. I am expecting that Genesys will be implementing some of these shortcomings in future releases.