Overall Satisfaction with Genesys PureCloud
We use Genesys Cloud in our call center across multiple departments supporting both internally and externally. This is our mail call/chat/e-mail platform.
- Serving inbound interactions.
- Serving outbound interactions.
- E-mail in PureCloud is rather new and rough in the edges, but we'll get there.
- Outbound call filtering/blacklist settings need more options and refinement.
- Better agent effectiveness, especially with e-mail handling.
- Better agent effectiveness with call handling.
Cost and the cloud-based aspect, which perfectly suits our needs. The e-mail solution in Genesys Cloud is a work in progress, but much cheaper than other solutions.
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?
Yes
Would you buy Genesys Cloud CX again?
Yes
Genesys Cloud CX Feature Ratings
Using Genesys PureCloud
250 - 1st line, 2nd line, and multiple back-office departments.
6 - Highly tech-savvy people since there's a lot of setup and coding needed to get the most out of Genesys Cloud. But basic scripting can be learned by most.
- Call handling
- E-mail handling
- Our outbound campaigns have been expanded quite a lot.
- We didn't have chat support for Genesys Cloud.
- WFM: when the WFM solution in Genesys Cloud gets more proven we may be able to use it. We don't have the resources to start over with WFM again.
Evaluating Genesys PureCloud and Competitors
- Price
- Product Features
- Product Usability
- Analyst Reports
- Third-party Reviews
One solution to fit all of our needs
Genesys PureCloud Support
Pros | Cons |
---|---|
Good followup Knowledgeable team Problems get solved Kept well informed Support understands my problem Support cares about my success Quick Initial Response | None |
Yes - yes and yes
When we experienced problems with WebRTC, we initially thought it was internally in our firewalls, but with the help from Genesys, we narrowed it down to what seemed to be a code issue. They spent countless hours going through extensive log files.
Using Genesys PureCloud
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Callhandling
- Email handling
- IVR setup, but I'm fortunately not the one doing it
- Callfiltering in outbound campaigns
Yes, but I don't use it