Genesys PureCloud exceeded our expectations!
Aarde Cosseboom | TrustRadius Reviewer
September 12, 2019

Genesys PureCloud exceeded our expectations!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Cloud (formerly PureCloud)

We are using Genesys PureCloud for IVR/ACD connectivity for all of our global phone (VoIP), email and chat inbound communications between our members and consultants. We are currently using it to solve our routing and workforce needs.
  • Constant new feature releases come out weekly.
  • Amazing up-time and stability, because they are on AWS in the cloud.
  • Insights into metrics in real-time for all agents, supervisors, and leadership.
  • More customization for canned responses for the chat tool.
  • More capabilities for routing options in the Architect tool.
  • Automatic alert thresholds for KPIs that fall out of the norm.
  • Positive lowering of Cost of Delivery, by us moving to a concurrent model instead of the named license model.
  • Lowering AHT for phone and chat as the UI of the tool is much easier to use than our previous tool.
Genesys PureCloud's major differentiations are: cloud-based AWS technology on MicroServices that allows for the more frequent (and less disruptive) release of features.
We have been getting nothing but amazing service so far. Every issue is handled with attention to detail and urgency.

Do you think Genesys Cloud (formerly PureCloud) delivers good value for the price?

Yes

Are you happy with Genesys Cloud (formerly PureCloud)'s feature set?

Yes

Did Genesys Cloud (formerly PureCloud) live up to sales and marketing promises?

Yes

Did implementation of Genesys Cloud (formerly PureCloud) go as expected?

Yes

Would you buy Genesys Cloud (formerly PureCloud) again?

Yes

Genesys PureCloud is extremely well suited for global deployments and large scale business users. We can ramp up or down the number of users easily without having to pay for minimums or submit change order requests. I would recommend this tool to anyone who is looking to use it for a large global team.

Genesys Cloud Feature Ratings

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

Using Genesys Cloud (formerly PureCloud)

1500 - Customer Service
10 - Corporate Admin
  • MOS and VoIP connectivity scores.
  • Inbound call, chat and email routing.
  • Agent performance reporting.
  • WFM/WFO.
  • The ability to practically initiate chats and increase our conversion rate on our website.
  • The ability to use it for QA scorecards for agent compliance.
  • Social Bots through the Chat Flow function.
  • Speech Analytics for our inbound conversations.

Evaluating Genesys Cloud and Competitors

Yes - It replaced NICE InContact, because we wanted a cloud-based global product to help us with IVR/ACD routing of our inbound customer service contacts.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Vendor Reputation
  • Positive Sales Experience with the Vendor
Price and Product features.
We wouldn't change the process. We found that our formal RFI and RFP process was very successful.

Genesys Cloud Implementation

It's a great tool, easy to deploy and implement.
Yes - We did 3 phases: Admin Training and Design, Setup & Configuration, Deployment.
Change management was minimal - We already had a ton of internal buy-in to the change, so change management was minimal.
  • Securing the VoIP forwarding with our 3rd-party providers.

Genesys Cloud Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - Due to the size of our team, this is something that was a necessity for our success with Genesys.
When we needed help setting up our new Chatbot tool using their open REST API framework.

Using Genesys Cloud

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • The agent UI/Interface.
  • Architect (IVR flow designer).
  • Interaction and agent reporting.
  • Trunk/VoIP admin setup screens.
  • Chat Widget set up tools.
It is a very UI/UX easy tool.