Genesys PureCloud is the way to go - by far
Ronnie Knight | TrustRadius Reviewer
August 02, 2019

Genesys PureCloud is the way to go - by far

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

We are using the PureCloud as our phone application. It's being used by the entire organization. It's our communication application. Both for internal and external customers. We went live the application at the end of July. As with any new application we had some 'bumps in the road' but over all the installation went well.
  • The directory lookup
  • The chat room feature
  • Ability to select different type of phone devices (headset - deskphone - laptop - etc.)
  • Call forwarding
  • Faxing - we were sold that all of our faxing need would be met that was not the case
  • Mobile App needs a lot more work
  • Need work with Jabra headsets - we are having trouble with the buttons and the ringing through the headset
  • Desktop version needs additional work
  • We are just starting our journey with PureCloud but I can tell it is an product that we can build on and go forward with
  • We just need to fix some of the issues that we are having (headsets - fax - etc.)
  • I would like to see Genesys work on improving the mobil app
As I have been saying PureCloud is a great / powerful tool. I have some users that just took off with the application and are off and running. Unfortunately I had some other users struggling with the application but this was just a learning curve and each day the users are getting more comfortable using the application and this would have been true with any phone solution that we installed.
We actually use an third party vendor to submit our Help Desk Tickets and so far the response has not been great. We could also use more admin training to assist us. We have been struggling using headsets that were recommended by both Genesys and our third party vendor and it has been a nightmare using these headsets.
At the time ShoreTel did not have an cloud base application that we liked. Genesys PureCloud was by far a better product. However ShoreTel client application might have been better than PureCloud (time will tell).
As I said for the most part PureCloud is a fabulous application. We just have issues we need to work through. Faxes we were told that our users would get notification of a received a fax through PureCloud (which they do through PureCloud) but we were also told that an actual e-mail would be sent to the user as well (should work like an voice mail notification) that's mot the case. The mobile app is working but not as smooth as we would hoped. Our user would like to have the phone call mask their cell phone number (we found a way to make it work but it's not a smooth as we would like).

Genesys Cloud Feature Ratings

Agent dashboard
9
Validate callers
8
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
6
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
Not Rated
Historical reporting
10
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated