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Genesys

Genesys | 1

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External reviews

1,307 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Security and Investigations

PureCloud is for everyone!

  • January 16, 2018
  • Review provided by G2

What do you like best about the product?
PureCloud is the next-generation, all-in-one cloud contact center solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, social and more. An intuitive interface makes it easy to use. Rapid innovation ensures youll exceed customer expectations today and tomorrow. PureCloud is simply powerful and powerfully simple.
What do you dislike about the product?
I hope in time reporting mechanisms can be changes. When pulling queue specific reports i.e. queue summary for a specific week can become challenging if month end is included in that week; example - if pulling a weekly report for week of November 30, 2017 the end of week is December 3, 2017. The report will not show you summary information for the whole week as it breaks it apart into November and January (by month). This make is a manual process to see weekly service levels, abandon rates, and offered calls amongst any other metrics needed. 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. Additionally, the availability to have voicemails auto-routes like calls would be a nice feature.
What problems is the product solving and how is that benefiting you?
Ease of use Technically superior Great product with very comprehensive and flexible functionality which makes works easier.
Recommendations to others considering the product:
It's easy to use and is so feature rich out of the box it. The organisation loves the collaboration tools.

    Rogier B.

Onmnichannel platform with easy deployment and great integrations

  • January 12, 2018
  • Review verified by G2

What do you like best about the product?
PureCloud covers all channels and new channels that will come.
Easy to use and learn for agents, supervisors etc
One platform, one User interface; Each type of interactions has same functions/screen. If you know how to answer a call, the users can answer an e-mail or webchat.
BI possibilities are limitless and also the integrations. Great API to work with and a lot of standard integrations like saleforce
What do you dislike about the product?
Not all channel are mature BUT this is temporally. Genesys is working hard to solve this gap.
What problems is the product solving and how is that benefiting you?
Integration with our own CRM
Better insights of our call center / agents
Higher productivity by agents
Stable systems
Recommendations to others considering the product:
Best Cloud based call center solution on the market.
Yes it has its gaps but every 2 weeks new/optimized features are deployed.

    Entertainment

Use of Purecloud daily

  • January 11, 2018
  • Review verified by G2

What do you like best about the product?
The option to text and take calls at the same time has been very convenient.
What do you dislike about the product?
Nothing so far. So far everything seems to be ok
What problems is the product solving and how is that benefiting you?
Able to communicate with co workers while on a call.

    Richard V.

Excellent cloud solution

  • January 11, 2018
  • Review verified by G2

What do you like best about the product?
PureCloud is easy to use for customer agents, easy set-up and installation
Availability for API and integration to other ERP systems
What do you dislike about the product?
Some features should be better, such as supervisor desktop and ability to customize fields.
What problems is the product solving and how is that benefiting you?
Multichannel handling in one system, one solution for customer service. No 3 party solution for chat or email handling, just one system making callblending/skill routing more efficient
Recommendations to others considering the product:
Do talk to customers who have the system implemented, and consider going all in..

    Education Management

PureCloud Review

  • January 09, 2018
  • Review verified by G2

What do you like best about the product?
What we like best is that it works all of the time. Our old software had outages all of the time, but we've yet to have an outage with PureCloud. There are occasional bugs to be dealt with, but all channels are still functional and our customers can still reach us - something we couldn't say before.
What do you dislike about the product?
Reporting is the one thing I wish we'd further investigated before making the switch. We still would have made the switch and we are still happy with PureCloud, but we would have had a better plan for reporting from the beginning. There are ample reports, it is just that they don't meet our needs. We are a grant funded non-profit, so our needs are different than many businesses with contact centers.
What problems is the product solving and how is that benefiting you?
The biggest business problem we've solved is having a reliable way for our customers to contact us. We promised to be available to help our customers, but with our old system one or all of our channels were frequently down. One big benefit for us is that it is in the cloud, which has reduced the load on our IT team, who services all departments, not just the contact center. Another benefit we find is that we are equipping our agents with a quality product. They like the user interface and it is easy for them to use. We are giving them a great tool to use to get their work done.
Recommendations to others considering the product:
Identify your needs and what your future needs may be, then do your research. Ask a lot of questions and make sure it is going to work for you. For us, PureCloud is great and we love it!

    Joe R.

Great chat platform with smart integrations

  • November 09, 2017
  • Review verified by G2

What do you like best about the product?
Being able to connect into Marketo and Salesforce is invaluable to really enable chat agents to intelligently target site visitors. Various chat options like video, sms, slack, with desktop notifications for the browser tool.
What do you dislike about the product?
We've experienced some spotty uptime and "glitchiness". Support tickets are normally followed up with quickly. Analytics is limited right now to their built in dashboards with no automated way to export the data to a BI solution.
What problems is the product solving and how is that benefiting you?
Our lead passes from our chat tool have hit record new highs since our team is able to intelligently target site visitors based on various data points provided by both Altocloud and our own systems.

    Computer Software

Some setup issues, but that's probably our fault

  • October 17, 2017
  • Review verified by G2

What do you like best about the product?
Easy to use as an end user, simple interface
What do you dislike about the product?
Some of the features seem extraneous and just cluttered things
What problems is the product solving and how is that benefiting you?
Simple hosted PBX. We needed something for the 21st Century and we got it.

    Hospital & Health Care

A bug plagued experience featuring poor end-user support

  • October 10, 2017
  • Review verified by G2

What do you like best about the product?
The layout of the PureCloud tool is nice and pleasing to the eyes.
What do you dislike about the product?
Constant enterprise level crashes and it takes an extended amount of time (an hour plus) for support to resolve the issue.
What problems is the product solving and how is that benefiting you?
Genesys provides KPI monitoring for the call center i work at. It's easy to see the info available, but multiple screens need to be used to generate a full picture of the call center.

    Accounting

PureCloud Review

  • March 16, 2017
  • Review verified by G2

What do you like best about the product?
PureCloud is an easy system to use. My computer automatically logs me in every morning once I get it work. If you are away from your desk or offline, PureCloud will show your status so others are able to see. It is an easy way to chat with co-workers, whether they are in the office, working remotely, or located in a different state. PureCloud is also our phone system - this is where all incoming calls come into. It's nice because it can be used as a messaging system and a phone database. It saves all of your messages so you can go back and read old ones if necessary. You can form groups and set favorites.
What do you dislike about the product?
There have been times where someone has sent me a message, but I did not get a notification. Due to not receiving a notification, I did not see the message for multiple hours. I feel like this could cause issues in the future, especially if the message involves urgent information.

It is nice how the system saves your messages forever, but I would like if there was a way to delete a message. Sometimes you just want to clear your inbox and start fresh.
What problems is the product solving and how is that benefiting you?
This system has made it very easy to communicate with co-workers in any location. Sometimes I will cover the reception desk for a couple hours and PureCloud has made it easy to find out who is in the office. If a customer comes in and asks for a certain employee, I can quickly look them up and see if they are available or not. It is all-around a good system to use for communication, availability, quick messages, phone calls, etc.
Recommendations to others considering the product:
PureCloud is a great system for communicating with co-workers. It makes it easy to chat with people whether it be personal or in a group. You messages are saved forever, which makes it super simple to go back and find an old message for reference.

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