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Great In-Depth Features
Updated September 06, 2019

Great In-Depth Features

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureCloud

At PropertyGuys, we use Genesys Cloud to answer and log all incoming phone calls and it is even used in our Sales Department to make outbound calls. The application is essential for our business as it tracks our call volume and clearly lays out how our associates are using their time. We rely on the program and use it to grow all parts of our business.
  • Tracking and logging incoming phone calls
  • Tracking agent performance
  • Getting detailed reports of past work
  • The updated application is a bit congested and hard to read.
  • The new view doesn't show when associates are on a call.
  • PureCloud messages can easily be missed.
  • Training
  • Detailed Reports
  • Instant Messaging
I'm familiar with a few of Genesys Cloud's competitors but haven't had a chance to compare the two. I prefer Genesys Cloud and am quite happy my business chose to use this application.
Personally, I haven't had to reach out for support yet but a couple of my associates have and were serviced within 20 minutes. I can't speak for them but they seemed quite satisfied with the help they received.
When a mistake comes to light, Genesys Cloud is a great resource to have. It's very easy to listen to past interactions to see exactly what was said and is used frequently in our training. It's great to have all of our interactions on file. Sometimes when viewing associate performance the application doesn't update and shows the wrong credentials. It makes it confusing and hard to tell when someone is actually logged in.

Genesys Cloud CX Feature Ratings

7.8
Agent dashboard
6
Validate callers
5
Outbound response
7
Call forwarding
9
Warm transfer
9
Call tracking
8
Multichannel integration
9
CRM software integration
9
9.0
Inbound call routing
8
Recording
10
Call analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Genesys PureCloud

The application is very easy to understand and use. It features in-depth programs that go above and beyond. Some of the features are a bit congested and difficult to read, but these are sparse and usually not a problem. The average user would be comfortable with the program after using the application for a couple of days.