PureCloud Experience
December 01, 2019
PureCloud Experience
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
Genesys Cloud is a dynamic tool that allows us to redirect the calls as we need. We use Genesys Cloud in three of our departments and, each one of them has very different and specific requirements. By implementing Genesys Cloud we can customize our operations. However, we face a challenge when it comes to reporting. The designed reports don't provide the information we need and we cannot create/customize our reports.
- Call distribution and skill routing - With this, you can build your operation any way you want, and you can add layers of complexity.
- Reporting - PureCloud should open up a customized report option.
- IVR has helped us to implement a self-serve menu where customers don't need to talk to an agent to solve their inquiries. We can better utilize our resources.
- Is cloud-based, so we don't need any software installations, which adds flexibility to the operation.
The decision was made before my time in the company. Before my current position, I always worked with Avaya products. Now, as I learn how to work with the tool I like the flexibly it provides and how it can modify your operation as you need it. I do miss the broad range of reporting Avaya provides.
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?
I wasn't involved with the selection/purchase process
Did implementation of Genesys Cloud CX go as expected?
I wasn't involved with the implementation phase
Would you buy Genesys Cloud CX again?
Yes