Good, but you'll pay for it.
April 07, 2020
Good, but you'll pay for it.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
We use Genesys Cloud in our Contact Center Department. It helps us manage our incoming calls for literature requests. At the moment we only use this system for voice calls; not utilizing email, text, or chat features. These other features, though useful to other organizations, are already taken care of by other systems we have in place.
- Excellent Report Structures
- Easily manage multiple phones for users
- Can monitor users efficiently
- Navigating performance tabs are clunky.
- Transition from Genesys Premier to PureCloud was not ideal. The transition managers were great with communication, but couldn't implement our desires well. Our biggest issue was with routing voicemails. We expressed the plan as clearly as possible, but it wasn't until 3 or 4 "re-inventions of the wheel" that we found a practical solution.
- Some operators have been unable to receive calls for seemingly no reason. They will be takings calls, then, all of a sudden, they will stop receiving calls while other operators continue to receive them. No amount of logging out, then in; de-activating then re-activating accounts; removing queues/permissions then adding them back could fix the problem. Even deleting the account, then re-creating the account with the same email brought back the same issue.
- We transitioned to Genesys Cloud because Genesys Premier was being phased out. This was a significant cost increase from our previous set up. Premier suited us nicely. We only used voice interactions and that platform did a fine job of it. Moving to Genesys Cloud has opened a new door for many new opportunities for receiving contact from our clients. Though we haven't used chat, email or other features; we are looking into using them in the near future.
Unfortunately, as just an assistant manager, I wasn't able to compare similar products to Genesys Cloud. I was informed that we were moving to the new system and then asked to help implement it. It would have been helpful to compare and contrast some of the competitors to Genesys Cloud.
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