Genesys PureCloud Review
October 01, 2019

Genesys PureCloud Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureCloud

We use Genesys Cloud as our call-in application as we are a call center. It helps delegate calls between my users and different tiers for support.
  • Call routing is done well.
  • Reporting data is done well for getting stats for day-by-day performance.
  • Ability to backtrack a call or a day to gather data as needed.
  • We ocassionally experience downtime for our call center if there are major issues on the PureCloud end.
  • Data can sometimes be confusing when pulling numbers as the calls are measured in milliseconds and not minutes/seconds.
  • It has helped us answer calls in under 30 seconds when calls come in, this was our main goal as a company to go to live answering.
  • Reporting data/analyzing is done well and gives us what we need.
We have had a previous version of Genesys Interaction Client. We find Genesys Cloud offers in-depth call data and recording which is key for QA.
Overall support is good, even though there sometimes is a lot of background noise when calling in. Usually, they are prompt in replies within the forum.

Do you think Genesys Cloud CX delivers good value for the price?

Not sure

Are you happy with Genesys Cloud CX's feature set?

Yes

Did Genesys Cloud CX live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys Cloud CX go as expected?

Yes

Would you buy Genesys Cloud CX again?

Yes

It works well for day to day use. When it is down, it hurts our business and has been down for over an hour a few times throughout the year. It is good for reporting and gathering data on users who answer calls daily.

Genesys Cloud CX Feature Ratings

Agent dashboard
8
Validate callers
8
Outbound response
Not Rated
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
10
Predictive dialing
5
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated