Genesys PureCloud exceeded our expectations!
September 12, 2019
Genesys PureCloud exceeded our expectations!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys Cloud (formerly PureCloud)
We are using Genesys Cloud 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 Cloud's major differentiations are: cloud-based AWS technology on MicroServices that allows for the more frequent (and less disruptive) release of features.
Do you think Genesys Cloud CX delivers good value for the price?
Yes
Are you happy with Genesys Cloud CX's feature set?
Yes
Did Genesys Cloud CX live up to sales and marketing promises?
Yes
Did implementation of Genesys Cloud CX go as expected?
Yes
Would you buy Genesys Cloud CX again?
Yes
Genesys Cloud CX Feature Ratings
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
- Implemented in-house
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
| Pros | Cons |
|---|---|
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.
Yes - Yes
When we needed help setting up our new Chatbot tool using their open REST API framework.
Using Genesys Cloud
| Pros | Cons |
|---|---|
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.
Yes, but I don't use it