Going PureCloud is the best cloud to go to
Overall Satisfaction with Genesys PureCloud
Genesys Cloud is being used as our ACD, PBX and UC platform and it has helped make things much more efficient in regard to analytics, tracking and reporting since everything is on one single platform.
- It is a huge advantage having our ACD powered by one single routing engine so we do not have to go to different applications to pull reports.
- The microservices architecture is quite favorable because if something platform related were to have a brief failure then there is a replacement so that no one is able to notice.
- System upgrades being performed with a browser refresh have given our organization so much time back that used to require our support technicians to do that work.
- It would be nice to have outbound capabilities for SMS campaigns with Dialer.
- Moving the cost from a capex to an opex has really given us more flexibility with when and where some of our money is spent.
- Having the ability to boost our agent counts for peak months gives us great value so we are not stuck with unneeded licenses for 9 months out of the year.
With a microservices architecture, Genesys Cloud is able to provide higher uptime than the monolithic architecture that InContact has.