Decent product for small to medium call centers with low in-house engineering skills.
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
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.
I believe that Cisco Enterprise has been the best in my experience. Genesys Cloud 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 Genesys Cloud'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.