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25 reviewers had the following to say about Genesys Cloud CX's features:
The Results of the PureCloud solution ; · Maintains 90% customer satisfaction rates · 15% reduction in abandonment rates, from 18% to 3% · Improved efficiency and first contact resolution · Future integration of channels and operations
Pros
For a per-user monthly price, the Genesys solution gave our company auto advanced routing, real-time reporting and a roadmap to unify email, chat and social interactions.
Cons
Sometimes it's difficult to use the dashboards lots information for supervisor.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
Maximum utilization of manpower productivity. atomizing the contact center workflow & saving supervision cost.
Pros
The Ultimate Security Control, High Availability, Business Continuity & System Flexibility. such as managing the workgroups & locations for different lines of business & modules using single interface. compatibility with most CRM apps & workforce management systems, live-time system, workgroup & user reporting & forecasting.
Cons
Knowledge base & FAQ does not cover all software features, real time dashboards needs more developments & hotfixes including social media & web chat features (looking forward for the new software upgrade that will fix most of this issues).
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
It has opened new channels to connect with us, and allows us to continue updating and improving the client experience.
Pros
The provided API is flexible and powerful, which has allowed for further automation and functionality to be built in.
Cons
Support response is quick for Tier 1, but complex issues requiring escalation can be slow to be resolved, this is partially helped by the availability of a priority line for emergencies.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
We are now investing our time and efforts to implement Pureclouds growing functionality to unify our communications Chat, Email, SMS and Social and integrate these with the voice channel to improve the customer journey everytime they wish to communicate with us.
Pros
The ease of use when building the infrastructure to run all the different brands and departments here at Grove & Dean, the stability of the Platform as we are open 24/7 and have only a small team in support of the system.
Cons
The support post "LIVE" - Processes too long, lack of knowledge and experience in the first line support team, no immediacy, solutions not always valid and some of the Self Service referral techniques support attempt to use to justify their solutions.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
All agents find the interface easy to learn and navigate and give them the tools to get up and running faster.
Pros
Genesys Cloud was designed for the contact center with all aspects of what is needed for agents, supervisor, quality managers, analyst, and management in a single, web-based, easy-to-use platform that requires no 3rd-party applications or integration.
Cons
Genesys reporting is designed to allow all users to find and display the data they need in whatever timeframe and filters required, but Genesys Cloud does lack the pretty pictures and graphs offered in BI packages like Power BI.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
- Better customer experience - always reachable for our customers - Lower Abandonment rate - Higher SLA - AHT in balance / under control - Insights - Cost reduction - Retention - Less platforms / Less IT admin
Pros
API User interface for the users Canned Responses Architect Multiple channel Analytics, 100% view of each interaction
Cons
Email isn't on a level for multiple brands WhatsApp not available as channel SMS not available as channel
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
Genesys Cloud has greatly improved our flexibility as an organization. With the Covid-19 pandemic we had to quickly configure much of our staff to work from home. Genesys cloud helped make this transition relatively seamless.
Pros
The transition from our former call management system was relatively easy.
Cons
Initially the reporting was inadequate but there have been many improvements in this area.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
good service and support. able to fallow online videos and training overall
Pros
*web base to control emails and phones *admin capabilities to make changes on call flow, add users, queues set up changes, metrics *good standard reporting *application support
Cons
Email search - Unable to search emails by any text or subject Unable to resign emails
Rating breakdown
Time used: Free Trial
Frequency of use: Daily
Likelihood to recommend
Pros
I like that everything is centralized - calls, chats, emails, quality evaluations, reporting.
Cons
I feel as though the reliability is the worst possible. We have experienced several crashes with this, which has set our team up for failure.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
Hi Hunter! Sorry to hear about the issues you are experiencing with PureCloud. We will pass this feedback along to your AE and be sure to be in touch as soon as possible. Thanks!
Pros
The reporting tools are fantastic and the "live" queue overviews is a nice touch.
Cons
Also, another area for improvement is real time agent performance - you cannot currently see how long an agent has been sitting in after-call-work.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
My team uses PureCloud for emails, and it's platform really is nothing more than taking their phone platform and translating it to emails.
Pros
PureCloud offers terrific analytics that are easy to access.
Cons
It offers a chat platform that is very limited, and a very poor email ticketing system that works like phones; emails come in and you have to click "answer".
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
Very good choice in substitution of Genesys standard CTI solution
Better monitoring and management of our activity
Pros
Simplicity of use, administration, and control : It allows us to adapt quickly to all new needs we have.
Cons
It is very difficult to know all the new features and how they work. We tend to use only the same functions, even for new needs.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future
Pros
It was easy to implement and start up.
Cons
Some areas still need to be developed, such as the reporting and the Workforce Management addon
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
Very good
Pros
Amazing integration with several applications like salesforce, chat bot, emails, whats app
Cons
Need continues today mpronent on Dashboard Application.... it is not reflecting the new age look and feel.... may it has so many functionalities but look and feel is still old in business manager.., Application for iPad also need to improve... like in single window all schemes should be visible
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
Pros
Pureloud allows us to set up new way to build customer journey, taking into account phone calls, live chats, with a seamless integration with Salesforce as CRM.
Cons
As we wanted to impement the full solution as a service, the configuration from a security & network point of view was not as easy as expected.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Occasionally
Pros
As we have are changing the support structure and processes internally, this speeds up the changes we need and can test them live
Cons
While dashboard works great, Pure cloud reports are something that can be improved a lot.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
They provided dedicated personalized support during our roll out/go live and have continuing to support us through our ongoing business as usual operations ever since.
Pros
We implemented Genesys to solve for the following areas: Social Bridge for Digital Support: new digital channels Internal Communication tool: replacing Skype Integrated WFO suite: Speech Analytics and QA Scorecards, replacing two 3rd party vendors WFO/WFM agent dashboards built in Chatbots built in AWS architecture 3 layers of redundancy (3A – Active, Active, Active) Redundant Edges in LAX and BER (VoIP) MOS scores for every call built in (intelligent analysis tool) Concurrent model allows to scale at lower additional costs compared to named model Micro Services Direct to developer(s) Agile deployment(s) (multi/week)
Cons
We don't like how we have to use on site Edges for VoIP traffic.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
When I'm looking at reports, it can sometimes be tricky to see all of my subordinates and their details without individually clicking through each and every name, mostly because the side menu tabs keep taking over half the screen.
Pros
The menu icons make it easy for you to identify the tools you need. The live chat functions while on calls are extremely useful and easy to access.
Cons
Calls often drop for no reason. The time-off tool is clunky - you have to tap through dates and times rather than just enter them manually which can take way too long.
Rating breakdown
Time used: 6-12 months
Frequency of use: Daily
Likelihood to recommend
The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for. We have lots of potential and it's just a matter of taking advantage of the aspects that make sense for our business.
Pros
I also like that there are new features on a weekly basis, the ease of use of the UI, and how just about everything you need is already built into the platform.
Cons
I also wish there was a built-in way to grab all our reporting data without needing our dev team to build their own solution using the API.
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
Flexible cloud-based contact center technology that can be customized easily to the individual needs of our businesses.
Pros
Access to Resource Center for info to do just about anything makes this cloud-based solution fairly easy to setup and configure on your own to minimize dependence on Genesys engineers.
Cons
Reporting insight and analytics capabilities could be beefed up.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
It looks like from what I have seen you can message call even video chat within the product so I think it is going to be great for a small call-center potentially even a larger call-center environment.
Pros
It’s a new system for me, it’s great for showing the activity in the queue currently, it is also great for messaging when you need to send a quick message to your team mates- even provides you a small notification on your pop-up as well as a small “noise” or “chime” for each change
Cons
Being a new system I haven’t got to play with all of the features, the one con that I am seeing so far is the notification is very small it doesn’t really “draw your eye in”.
Rating breakdown
Time used: Less than 6 months
Frequency of use: Daily
Likelihood to recommend
Overall we have been pretty happy with the Genesys Cloud application. When we find things that are lacking, we are able to put in ideas for enhancements and some of those ideas have already been implemented.
Pros
We can handle inbound and outbound calls, chats, emails, and SMS.
Cons
I also think there are some issues to work through on the workforce management side, like being able to see a forecasted service level without publishing schedules, or having time off buckets to name a few.
Rating breakdown
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
I got feedback from delivery and support that purecloud hard to work with.
Pros
Product and feature clearly to understand and choose what customer need.
Cons
The delivery in practical need technical experience to understand PureCloud product and also customer infrastructure such as security policy, voice and application integration. (compatibility)
Rating breakdown
Time used: 1-2 years
Frequency of use: Weekly
Likelihood to recommend
