A great platform for contact centers
Martín Stricker | TrustRadius Reviewer
January 30, 2020

A great platform for contact centers

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys PureCloud

We needed a solution for our local contact center. It's been used specifically by our technical support department and the can't be happier since we implemented it. Among the advantages, the solution brought to us is the dramatically optimized time to market we now have. The telephony quality is crystal clear and the call recording feature for managers is very appreciated.
  • A very polished user interface.
  • All can be managed on a web browser.
  • There's some latency if you want to monitor what's happening in real time.
  • Occasionally a very few calls have dropped.
  • Improvement in call handling effectiveness.
  • There are easier ways to let the customer be in touch.
In our experience, the support team was very responsive and has solved all of our concerns and difficulties. It could be just my impression, but it seemed that a couple of representatives were still learning about the product and couldn't offer perfect support. But overall, they were always available for us.

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?

Yes

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

Yes

Would you buy Genesys Cloud (formerly PureCloud) again?

Yes

It's a very useful tool for companies that need to improve their relationship with customers, allowing them to communicate at any moment in a very easy way with any device or platform. It will definitely improve the number of calls per year your team will be able to handle, thus minimizing operation costs and improving ROI.

Genesys Cloud Feature Ratings

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