My experience with ININ/Genesys
August 31, 2019
My experience with ININ/Genesys
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
We use Genesys across our internal call centers—125 users in 4 countries supporting email/voice/chat in 11 languages. It's used in both B2B and B2C capacities.
- Easy to use for agents
- Great dashboard for agents
- Easy to move agents from channel to channel
- Email support is terrible if you use Gmail as the corporate solution.
- Reporting is not robust
- The frequent 15-30 second restarts overnight don't help our international teams.
- Flat: we are stuck because we wanted to roll it out to another team of 300 and can't because of email reporting and integration.