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Genesys PureCloud Review
August 19, 2019

Genesys PureCloud Review

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

Overall Satisfaction with Genesys PureCloud

Genesys Cloud is being used for the contact center of the organization.
  • Easy and intuitive creation of IVRs.
  • Real-time agent metrics
  • All the telephone flow
  • User administration, profiles and permissions
  • Improve ability to evaluate quality of call handling by including recording of internal conversations between agents and/or supervisors while caller is placed on hold.
  • Positive impact to safe money with a only one software for contact center
Because Genesys Cloud needs to improve functionalities like recording consult segments between agents when a customer is on hold.

They ask many questions and set aside the review of the case. They delay reviewing the incident and over time the incident stops happening.
Genesys Cloud (formerly PureCloud)
Well suited in telephony and real time metrics

Genesys Cloud CX Feature Ratings

8.5
Agent dashboard
10
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
10
Warm transfer
8
Predictive dialing
7
Interactive voice response
8
REST APIs
9
Call scripts
10
Call tracking
10
Multichannel integration
8
CRM software integration
7
9.0
Inbound call routing
8
Omnichannel inbound routing
8
Recording
9
Quality management
9
Call analytics
10
Historical reporting
9
Live reporting
10
Customer surveys
8
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated