Decent product for small to medium call centers with low in-house engineering skills.
Usama Ahmed | TrustRadius Reviewer
August 21, 2019

Decent product for small to medium call centers with low in-house engineering skills.

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

It was being used for a section of our company as the primary call center software. We decided to not expand this to the rest of the company due to some shortcomings that the product had.
  • They are willing to do a failure at your command which reduces the downtime in outage scenarios.
  • The end-user software is pretty stable and does not malfunction too much.
  • The quality management/recording piece works well with its agent software.
  • Support is not that great. If you call in a code red, they will give you your full attention but other tickets are not handled that fast.
  • Recordings are not as reliable as some other platforms. If I have to grade it, way better then NICE Engage but worse then Calabrio AQM.
  • You do get a good amount of small user-level tickets due to minor flaws in the platform.
  • We had to get rid of the product after utilizing it for a couple of years. Was just not at par with what we wanted.
  • Deployment was not the easiest but also not the worst nightmare I have had.
An OK call center platform for a company that does not have a high in-house IT support skillset. For a company with good engineers, I would recommend Cisco. The applications are not great but usable. There is not good ADFS support and is not considered crucial by the company. When you delete an agent, their recordings go away. Problems like that make the product just an average solution suitable for companies not expecting the absolute best in productivity and support.
Code Red support is good and the rest of it not good at all. Weekend support is not great as well. If you have 24/7 call centers, keep that in mind.
I believe that Cisco Enterprise has been the best in my experience. PureCloud is a solution for company's that cannot go to Cisco Enterprise. When compared to NICE inContact CXone, this product has some good features and some bad. Genesys has the on-demand failover capability and good P1/code red support while NICE inContact CXone does not. NICE Engage recording and QM platform just flat out sucks while Purecloud's platform is not bad but still not as good as Calabrio AQM. NICE InContact support is fairly bad, the engineers you deal with are normally middle-men for people who actually hold product knowledge and expertise. If you like scripting your IVRs yourself then the Genesys tool is OK but in comparison Studio by InContact is way better.
If you are a midsize call center from 100 - 300 users, it is not a bad product. Make sure you do not have an expectation of getting a 100% audio/screen recordings and that you are not looking for speedy priority 3 - 5 ticket resolutions. In that case, this is not your product.

Genesys Cloud Feature Ratings

Agent dashboard
8
Validate callers
7
Outbound response
8
Call forwarding
7
Click-to-call (CTC)
9
Warm transfer
7
Predictive dialing
8
Interactive voice response
8
REST APIs
3
Call scripts
7
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
6
Quality management
6
Call analytics
4
Historical reporting
2
Live reporting
4
Customer surveys
2
Customer interaction analytics
2