Review of a one month partner
Elie ElKhoury | TrustRadius Reviewer
July 29, 2019

Review of a one month partner

Score 8 out of 10
Vetted Review
Review Source

Overall Satisfaction with Genesys PureCloud

PureCloud is used by SITA for its helpdesk with 300 agents worldwide. It replaced an old Avaya Contact Center. In parallel, SITA is a new partner of Genesys on the Purecloud service for the Air Travel Industry.
  • quick development of features
  • good support of partners
  • Innovation
  • more features on edge architecture
  • multi tenancy of the platform between different customers
  • simplified pricing model
Five 9: different instance for each continent
Cisco Broadcloud: not advanced
InContact: expensive
Good for replacement of old Avaya / Aspect solutions
Good to position in countries where we need to keep Voice local with Edge
New competition from Salesforce partners like NewVoiceMedia

Genesys Cloud Feature Ratings

Agent dashboard
7
Validate callers
7
Outbound response
7
Call forwarding
7
Click-to-call (CTC)
7
Warm transfer
7
Predictive dialing
7
Interactive voice response
7
REST APIs
7
Call scripts
7
Call tracking
7
Multichannel integration
7
CRM software integration
7
Inbound call routing
6
Omnichannel inbound routing
6
Recording
6
Quality management
6
Call analytics
6
Historical reporting
6
Live reporting
6
Customer surveys
6
Customer interaction analytics
6