Genesys PureCloud Review
Overall Satisfaction with Genesys PureCloud
My organization deals with consulting for CTI / CRM / BI products, including Genesys Cloud.
The main benefits are:
- The variety of features, which many times allows us to promptly propose a solution to a problem expressed by a customer or a lead.
- The absence of having the hardware to manage and update.
- Integration with other systems, such as CRMs and reporting tools already in use by customers.
- Ease of use by agents.
- The continuous innovations and features that are made available.
- Campaigns: the various types of campaigns allow the customer to be able to evaluate the best for their needs; with call analysis, DNC list and customizable rules you have the ability to customize your experience to the fullest.
- Architect: this structure allows you to invent your own inbound and outbound flows allowing the recognition of the customer registered on the databases and/or to update the customer's CRM. The internal features of the Architect give the possibility to invent ad-hoc logic for all the cases.
- Performance and Dashboard: the possibility of having pre-arranged but customizable views and the possibility of creating dashboards in a wall display style.
- Developer tools: in this environment, I noticed that often parameters go wrong, or these parameters disappear while queries are being made. even the part dedicated to generating callbacks sometimes doesn't work.
- Script: I find it difficult to build the script for the editor structure and I notice that many times the publication doesn't work.
- Division: I believe that the division into divisions should take place for most of the components dedicated to the customer.
- Wrapup codes on the queues: In my opinion, they should be divided into wrapup codes for inbound calls and wrapup codes for callbacks or outbound calls.
- Better use of the investment: the fact of using BPOs with Genesys Cloud it was possible to send the "easier" calls to the outside to dedicate the more demanding ones to the employees.
- The use of "self-service" IVRs has allowed savings in time, and therefore in money, for the use of real agents (same for call analysis in campaigns).
- The use of Genesys Cloud avoids the installation of servers for all the services requested by the customer, which results in savings in installation, maintenance, and updating.
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?
Yes
Did implementation of Genesys Cloud CX go as expected?
Yes
Would you buy Genesys Cloud CX again?
Yes