The best comprehensive single solution
August 22, 2019

The best comprehensive single solution

Randy Nakagawa | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

We use Genesys Cloud as our customer contact platform across the entire organization. It really provides a one-stop center for all customer interactions and the management of each internal group. Also, Genesys Cloud provides reporting that helps us analyze performance at the company, client, queue, and agent levels.
  • Voice interactions with queue and ACD management. Setting up schedules, queues, in-call flows are very easy an intuitive.
  • Email interactions with TXT, MX and DKIM authentication ability and setups for white label servicing.
  • The Genesys support portal along with their online Genesys Cloud resource guide has been awesome.
  • Some technical support via voice.
  • Positive ROI since we were able to consolidate multiple platforms into one solution. We had more cost per agent maintaining multiple platform subscriptions.
Utilizing Genesys Cloud every day is very intuitive and really proves the point when we can have a new employee up and running in just a couple of days.
Online support is great. In certain circumstances, it would be good to have a voice support line for Tier 2 types of support.
We didn't dive deep into other competitors since Genesys Cloud came to us by recommendation.
Genesys Cloud is well-suited to anyone who is looking to have all customer-facing interactions in one solution.

Genesys Cloud CX Feature Ratings

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