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A platform that streamlines communication
August 02, 2019

A platform that streamlines communication

Alex Cyrus | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureCloud

Genesys Cloud has enabled us to connect our team better than before. Most of our company agents are in remote places and require a reliable communication system to easily reach our management in case of any issues. Genesys Cloud has enabled us to connect with our agents well through its amazing features, group directories which have calls enabled and direct chatting.
  • Genesys Cloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys Cloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
  • The external chat which involves customer to agent is poor since it has limited experience. the internal chat is excellent but it's only for system users' communication.
  • The support team is always available to help you but sometimes give invalid solutions.
  • When we need to contact our agents who had called us, we do not find them in the list when searching for a call. Also the duration of calls recorded by Genesys PureCloud is sometimes inaccurate.
  • We now easily receive customer feedback about our products and services. We correct every negative feedback we receive and this has enabled us to improve our customer satisfaction. Our customers have kept their loyalty and even refer many of their friends to us. Our sales have improved significantly and we now earn a higher profit.
  • Genesys Cloud has enabled us to handle more customer calls at cheaper rates. This has enabled us to lower our operational costs and improve our profits.
  • Genesys Cloud has enabled us to improve our business image as we have been able to maintain a good relationship with our customers.
Its user interface is user friendly. You can easily use the application without any major problem even if you a a beginner with no experience in using it. Also, in case you encounter any problem whilst using this amazing application, the support team is always available 24/7 to help you out.
The support team is always available 24/7 to help you out in case you encounter any issue while using Genesys Cloud. But sometimes they give you invalid solutions to your problem and tend to justify it. It would be better if they accepted that a solution is invalid and worked towards finding a better solution.
  • Cisco 1000 Series Integrated Services Routers (ISR 1000)
Genesys Cloud calls are better as compared to those Hard Phones of Cisco System.
Genesys Cloud is well suited for a company whose agents are located in remote areas. The application will streamline the communication between the agents and the head office management whenever issues arise. This is possible since Genesys Cloud offers direct chats, calls, email and text messaging among others. It is very simple to use and its various amazing features streamline communications.

Genesys Cloud CX Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated