Multi-Purposed Functionality
August 21, 2019

Multi-Purposed Functionality

Nicolas Bedard | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureCloud

It's used by the head office in our Outbound/Inbound Calls departments. The issue is those not involved in the process of using Genesys Cloud aren't familiar with the system.

Pros

  • The ability to call from different locations from one location.
  • The support we receive is quick and responsive.
  • Cross-platform uses (chat, calls, managing queues, quality assurance).

Cons

  • Issues revolving around locations changing from NA location to overseas haphazardly.
  • Calls being disconnected randomly at times.
  • Calls we're connected to user's voicemails at times.
  • Ability to call listen back for escalations, eliminating or reducing possible issues.
  • The Quality Assurance program reduces the time to create one from the ground up.
Multiple functionalities such as calls, chats, programs, and queue analytics.
I've submitted two tickets, and they we're answered quite quickly.
N/A
I cannot think of a time this would not be applicable.

Genesys Cloud CX Feature Ratings

7.0
Agent dashboard
7
Validate callers
7
Outbound response
6
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
10
Call scripts
5
Call tracking
5
8.4
Inbound call routing
5
Recording
7
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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