Great for customer support centers
July 25, 2018
Great for customer support centers
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
As a marketing firm we have an entire department dedicated for customer support and care. We recently adopted the use of Genesys to manage our customer contact centers. We have the Genesys Cloud version that integrates into our Salesforce CRM framework.
- Genesys PureConnect allows call recording right out of the box. Its a helpful feature while training our new customer success staff.
- Skill based routing is another excellent feature offered by this tool and helps us in reducing customer wait time.
- The reporting features offered by this tool need some improvement. The metrics on abandoned calls is a missing feature.
- It may be a result of some miss configuration at our end, but we tend to have a problem with calls getting merged over the VOIP system without our initiation.