Genesys PureCloud is a great, userfriendly ACD program. We use this service primarily for voice interactions and it works great. It also includes many other features like chat, email, and more. Their reporting structures are great. Moment-by-moment monitoring is especially useful as well. They continue to improve the site with regular maintenance and improvements.
My experience till date fantastic, as am working as a purecloud support engineer, its very easy to find out the issues and troubleshot as per that.
Also, regular updates from genesys is really helpful for new features understanding. Even in integration platform genesys make it very flexible for administrator to configure and manage. Most important genesys support really respond very quick, that i like most, for any issue they are coming with exact answer.
A very stable and reliable product with good integration feature for CRM and data management. I have used a variety of other systems and none have matched the same up-time and stability provided by this platform. Software and agent access is very intuitive and easy to use, with very little training required.
The multiple options for ivr platforms, agent management, call & workload routing, and reporting is one of the key reasons we love Genesys. There is something for every business type. Also, the ease of setup and deployment is a huge benefit! Even though the cost can be high, it is worth it for our customers and the system we have.
Transitioning to Genesys was more difficult with voice than email and chat – we are working towards asychronous chat/chatbots and what we can use with outbound dialer. There are many features and most is self-taught or knowledge transfer driven from an admin perspective. This is great in the sense that we can learn when it fits our busy schedules – we can find Genesys articles online when implementing something new. If we are still stuck we can always reach out to Genesys support for assistance.
I have been using this application from last 12 months as the Administrator and my overall experience is amazing, As I moved as the administrator I was in dilemma to understand the Technology but with the help of this product it become easy to understand and do my regular activities, I strongly recommend this product.
I like the platform of pure engage since it is very complete at the level of functionalities, such as omnichannel for a contact center.
It is a very good platform but it seems very expensive.
PureCloud has been an excellent addition to our company, replacing another well-known contact center platform that was plagued with stability issues. The functionality is strong, but importantly, the company is very forward-thinking in the way they approach iterating on the platform. All your standard contact center features: queues, call routing, outbound campaigns, etc, are handled quite well. And the call flow tool – architect – is a powerful way to design call flows. Where it lacks is in small administrative details, from my perspective – not being able to build hierarchies of wrap up codes, or label phone numbers in the number management console. Small things for a large platform really. I’m impressed so far, and look forward to seeing how they continue to develop PureCloud.
Genesys Cloud is very suitable for when elasticity is key to commercial demand. In our country we need to keep the local voice, and we use Edge servers, we have tested them to the limit of operations and they work excellent. It is an all-in-one solution that fits our needs.
For us, the use of APIs was a very important factor when making the decision and after having carried out proof of concept, we ratified our decision to acquire the solution.
its best CX system of the upcoming decades , all in one platform where you can have voice , digital channel like WhatsApp, facebook ,twitter,Chat,Email and SMS.
you can have survey on each channel to enhance the customer experience with current service
Agent and Admin are friendly with the interface
Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
Genesys Pricing and Services
The Genesys Cloud CX™ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center solution and customer experience (CX) platform. No matter where the customer conversation starts or ends, Genesys Cloud CX transforms your customer experience. It connects insights across teams, tools and interactions so you have the data to address customers problems with ease. Meet your customers anywhere, anytime, on any channel, with a suite of digital channels. Capabilities include:
Call Center Software
- Automatic Call Distribution
- Interactive Voice Response (IVR)
- Inbound and Outbound
- Email, Social, and Messaging/SMS
- Co-browse and Screen Share
- Integrations and Apps
- And more
Digital Sales and Service Automation
- Customer journey management
- Predictive web engagement
Workforce Engagement Management
- Quality assurance & compliance
- Employee performance
- Resource management
- Reporting and Analytics
- Agent Scheduling and Assignment
- Session Recording
Customer relationships can be complex, but that doesn’t mean they have to be difficult. The Genesys Cloud CX solution promises to make customer relationships simple. Built to handle any channel, the Genesys Cloud CX platform follows the conversation across communication channels—turning calls, email, chats and social comments into a conversation.
The solution aims to simplify the way businesses connect with customers across channels, providing the context needed to deliver more personalized experiences and build stronger relationships. Genesys Cloud CX is a customizable application that includes real-time dashboards and up-to-the-second analytics to provide insights for agents across channels.
The software deploys in days, and updates are available each week. The vendor states Genesys Cloud CX has active customers in more than 100 countries around the world.