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PureCloud
August 31, 2019

PureCloud

Alex Landry | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureCloud

We take calls and make calls with it, it is a useful tool to take calls or make appointments. We use it from the call answering system to the Sales team! It was a super friendly tool to use. It is an easy tool to learn how to do stuff!
  • Call Display
  • Rarely does not work
  • Fast
  • The new views
  • Reports are confusing
  • Have to refresh the page before loggings
  • Make appointments
  • Having to refresh before logging in
  • Dialing fast
Because it is easy to use and to learn from a new perspective. For a new employee it can be stressful but Genesys Cloud made it easy and super user-friendly.
I have no clue, never had a problem.
No other product. I did not select it.
It is well suited for a situation where the customers want to talk to us. There is no good reason for it to be less appropriate.

Genesys Cloud CX Feature Ratings

8.1
Agent dashboard
10
Validate callers
10
Outbound response
9
Call forwarding
7
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
7
Call scripts
7
Call tracking
7
Multichannel integration
9
CRM software integration
7
9.4
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
9
Live reporting
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated