Genesys PureCloud Review
October 01, 2019
Genesys PureCloud Review
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.
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