Generally pleased with PureCloud
November 18, 2019
Generally pleased with PureCloud
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
Genesys Cloud is being used across the whole organization by Customer Service, Human Resources, and Internal IT Help Desk.
Genesys Cloud is our primary means of interacting with customers and responding to customer issues. It allows us to route customer issues to the most qualified person to solve the issue.
- Genesys Cloud is very easy to extend. The cloud based platform makes it easy to add new customer service locations and users to the application.
- Genesys Cloud has integration with MS Active Directory. This makes it very easy to engage all members of the support organization.
- The Agent Interaction Center is intuitive and easy to use. New agents can be trained and begin taking calls within hours.
- The lack of a true Contact Center Manager's console, which managers require to view agents, interactions, activity, etc. across queues.
- Lack of audible/visible alerts when Service Level Threshholds are met. E.g. Telling agents and managers that the customer queue is building.
- Screen Pop capability for passing open cases between agents (this includes the integration with Salesforce.com).
- Com Adapter is very basic/limited.
- Genesys Cloud allows the organization to provide virtual support for customers. Agents can be located anywhere in the world and still support the customer.
- Genesys Cloud allows us to maintain our system internally and the level of maintenance has been minor, which is a true cost savings.
- Genesys Cloud offers multi-channel support as part of our existing licensing, so channels can be expanded.
- Genesys Cloud integrates directly with the internal PBX, so calls can be transferred across the internal global network.
Our legacy system was IN IN (Interactive Intelligence) - agent tools were much more robust compared to Genesys Cloud. The users preferred the remote agent options that were available. In addition, the Agent and Supervisor Dashboard allowed all users to view contact center activity across queues and could link to interactions with a single click.
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