I'm on the move, and so is PureCloud!
August 05, 2019

I'm on the move, and so is PureCloud!

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

Overall Satisfaction with Genesys PureCloud

We have 76 locations, and it is currently being used at our 20 largest ones. We are in the process of deploying throughout. We also have some smaller business support departments who use it. The main problem it addresses is the ability for locations in different regions to be connected seamlessly, and support one another. Along with that, we are able manage our workforce, their quality, and their processes easier.
  • Simplicity: We have had success deploying to less-than-tech-savvy users who have been able to pick it up quickly. Also as a business user, I am able to implement new features easily.
  • Genesys Cloud's platform is more appealing than the typical ACD system. Users appreciate the "social network" feel. The layout and colors are not boring or stale.
  • I appreciate that Genesys is listening to user enhancement requests and making adjustments on a weekly basis. I am able to make suggestions and vote on ideas. Each Wednesday, I look forward to new and helpful features that will be announced. It is great to use a platform that is agile and continues to get better.
  • Although being on the Cloud is helpful, it also presents challenges. PureCloud has lagged behind in the support they offer to resolve issues with softphones and connectivity. Although I see constant improvement in documentation and guidance, we have random problems that are difficult to diagnose between servers, network, or PureCloud itself.
  • Users need stronger support in using all that PureCloud offers. There are many great features, but it is sometimes difficult to find resources that will show us how to use them. I have been able to find my own way on some things, but this has been through trial and error.
  • We implemented Genesys Cloud in an environment that had no ACD system, and an outdated way of answering calls. Using this technology gave us an easy system to deploy, and reduced inbound call volume by about 30%. This was because callers got to the right person much more often, and did not have to call back/leave voicemails nearly as often.
  • One field team was used to having many team members working autonomously from each other, in various regions across the country. They all became connected on Genesys Cloud and now function as one team. Of course, this means they answer calls at a much higher rate than ever before, and have even improved a variety of processes.
I have worked with multiple ACD systems. This one is the most visually appealing, and is easier to use than the others. I visit one application to get analytics, manage workforce daily, and listen in on our client calls. I can simply visit a website, I don't have to download software or be restricted to one computer. When users need their access or account adjusted, I visit the same site with the right permissions and make the changes necessary.
Support has made improvements in the last 12 months, so I am excited about what they are doing. However, it is still not where it needs to be.
This is really for the same reasons I stated previously. The usability of Genesys Cloud is better with its visual appeal, simplicity, and flexibility. Although I do not have specific complaints about the other systems, I would select PC over them. Another area I appreciate is that with the other systems, I have to use multiple applications (business manager, Verint, etc) to operate.
Genesys Cloud is outstanding to connect remote users and those who are new to contact center tools. If a team does not consider themselves a "call center," this is a good transition. Also, if users need a tool that can offer many things in one application (WFM, QA, MultiChannel, Document Repository, Team Chat) then this is great. Simply visit one location to access everything.

Mature contact centers may find it lacking in the depth of some of those tools. If they are used to other ACD systems and WFM technology, they will probably lose some things with Genesys Cloud. The good thing is, PC continues to grow and add.

Genesys Cloud CX Feature Ratings

Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
6
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
10
Call analytics
9
Historical reporting
4
Live reporting
5
Customer surveys
Not Rated
Customer interaction analytics
Not Rated