Pure customer service with Genesys PureCloud
December 05, 2019

Pure customer service with Genesys PureCloud

Jonas Kristensen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureCloud

Genesys Cloud is used as primarily as inbound contact center solution for various channels, calls, e-mail, chat, and outbound dialer in our customer service teams.

Pros

  • Very intuitive
  • Weekly releases
  • High uptime

Cons

  • Some settings are hard to do
  • Documentation could be better
  • Limitations on own development
  • Lowered AHT by almost 20%
  • Faster on-boarding of agents
  • Higher CSAT
Genesys has a hard time reaching out to Europe.

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?

No

Would you buy Genesys Cloud CX again?

Yes

For a multichannel contact center, I would say that it is the best platform out there.
For outbound sales handling only dialer tasks, it is not sufficient.

Genesys Cloud CX Feature Ratings

Agent dashboard
7
Validate callers
8
Outbound response
7
Call forwarding
9
Click-to-call (CTC)
7
Warm transfer
9
Predictive dialing
6
Interactive voice response
9
REST APIs
8
Call scripts
10
Call tracking
9
Multichannel integration
10
CRM software integration
9
Inbound call routing
5
Omnichannel inbound routing
8
Recording
7
Quality management
10
Call analytics
8
Historical reporting
2
Live reporting
9
Customer surveys
3
Customer interaction analytics
9

Comments

More Reviews of Genesys Cloud CX