One Size Fits All
Christopher Kaldenberg | TrustRadius Reviewer
January 23, 2020

One Size Fits All

Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

We began using PureCloud at first with only a few users as a paid trial to test the waters. As the platform continued to mature, we made an effort to deploy PureCloud as an offsite phone solution for external users. The ability to have a phone system not tied to a physical site or circuit has been beneficial for mobility purposes. To this day, we have not yet adopted the platform company-wide because we are still using Genesys PureConnect.
  • Architect design tool.
  • GUI design.
  • Reporting.
  • Global utilization settings (number of calls, chats, or emails at one time is set globally).
  • I don't deal with the finance side of the platform. I know it's contract-based on the number of seats/licenses.
This is a tough question only because the PureCloud product is still young. Genesys as a whole is a very mature company with deep resources dedicated to the evolution of its portfolio. I can tell you that you need not worry about an "upgrade path". The product receives non-intrusive updates and patches daily. With PureCloud you don't need to wait for an upgrade team to schedule upgrade execution plans and downtime opportunities. Upgrades just happen, but not blindly. Genesys always tells you what's been updated or fixed in their release notes. Their design Architect for Admins stacks up strongly if not stronger than the competition.
I've rarely needed to leverage the support team. The plethora of materials coming out of their document team is proactive. Genesys seems focused on enabling their customers to be as self-servicing as possible; thus, reducing the support footprint on the organization. The few times I've engaged support, the engineers were friendly and urgency-aware.

Do you think Genesys Cloud (formerly PureCloud) delivers good value for the price?

Yes

Are you happy with Genesys Cloud (formerly PureCloud)'s feature set?

Yes

Did Genesys Cloud (formerly PureCloud) live up to sales and marketing promises?

No

Did implementation of Genesys Cloud (formerly PureCloud) go as expected?

Yes

Would you buy Genesys Cloud (formerly PureCloud) again?

Yes

PureCloud can be a good solution for any sized company. The design and deployment allow even small companies to jump in, and in some cases, it seems to be best suited for flat organizations. It works well if you need mobile users. It's a good option if you need VOIP or USB headsets with WebRTC. There are many advantageous features like co-browse and voice recognition. The product lets you dive as deep as you need to with granular complex routing or gymnastics of calls.

Genesys Cloud Feature Ratings

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