PureCloud has been a great move.
July 27, 2019

PureCloud has been a great move.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureCloud

Genesys Cloud is being used at Western Governors University as our calling platform. Currently, all of our support teams are using Genesys Cloud (anyone who calls out of the university). The business problem that using Genesys Cloud solved for us is the ability to take calls without being tethered to a VPN Box. Genesys Cloud allows us to be more flexible as it is a Cloud-based, browser-utilizing platform. This has allowed us to give more freedoms to our staff members if they happen to be outside their home office when they need to be working.
  • Genesys Cloud is very easy to use. Once you log in after about 5 minutes you know how to do everything that is needed for your job.
  • Genesys Cloud IVR flow building is relatively simple to use as well. Took me about a day to figure out what the different flows did before I was comfortable building IVRs for our production environment.
  • Genesys is always very quick to solve any issues that have arisen. Their ticketing system is very simple to use as well.
  • Reporting could improve. It is really good at real time data but the historical data is lacking. This can cause problems when we try to gather statistics over a period of time.
  • I wish there was a way to mass update the division of a role for a user. With the template we can upload users with assigned roles, but if those users roles need a different division then we have to go and update those.
  • I don't handle the money aspect of Genesys Cloud.
Genesys Cloud is great if you have lightweight machines and users who can't be tied down. A very friendly platform that allows us to receive calls very well. Sometimes where it lacks is getting reports that you need. They are continually improving that and I see that being great within a year as well.

Genesys Cloud CX Feature Ratings

Click-to-call (CTC)
Warm transfer
Interactive voice response
Call scripts
Call tracking
CRM software integration
Inbound call routing
Historical reporting
Live reporting