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Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8, Windows 10About Genesys Cloud
Genesys Cloud creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Designed to provide exceptional experiences for your customers and employees, it deploys quickly, is intuitive to use, and continuously innovates with upgrades each week.
Genesys Cloud simplifies how you connect with customers by providing all the context you need to deliver more personalized experiences. The all-in-one application empowers your teams with an easy-to-use tool to boost performance. Real-time dashboards and up-to-the-second analytics provide the insights you need to run your business—no matter where your agents are located or which channels they handle. Build stronger relationships with your customers by employing t...
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Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8, Windows 10Average User Ratings
Overall
Ease-of-use
4.0
Value for money
4.0
Customer support
3.5
Functionality
4.0
Likelihood to Recommend
Not likely
Very likely
November 2018
Matthew from Grove & Dean Ltd.
Company Size: 51-200 employees
Industry: Financial Services
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
3.0
Functionality
5.0
November 2018
99% Sunny and Hot with the odd occasional downpour
The overall experience we have had is a great one with a few niggles I would say to describe the downsides. The main experience moving past the building and testing stage into full BAU was another great experience as the support during the early stages was nothing less than exemplary. The issues that abounded with our previous dialler software supplier have now been remedied by our decision to align our business with the Genesys product Purecloud. 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. The ease of use, for the agent with the simple yet full featured agent interface and desktop environment. The roll out of new features or improvement of existing ones, the visionary updates from the Genesys senior team and the ability for the users to influence the shape of the platform through the ideas Lab and the fact that they "LISTEN" to the users. Lastly, which is not really a software benefit, the community of users that are sharing their experiences for the greater good for all.
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.
August 2020
Kymberli from Alberta Motor Association
Company Size: 501-1,000 employees
Industry: Consumer Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
3.0
Functionality
5.0
August 2020
G Cloud
Overall I've enjoyed the transition to Genesys Cloud, the uptake internally was/is very positive! G Cloud is not as "self sustaining" as we were lead to believe but as we move through the learning curve we see less struggle.
Pros
Everything inside G Cloud is very user friendly. The features and integrations that are available have helped our organization grow and develop to be more productive and innovative.
Cons
There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail. Specific configurations are not always playing nice with each other.
Reasons for Switching to Genesys Cloud
We needed more multi-channel forms of communication with our clients/members/customers.
January 2021
Rodrigo from BBVA Argentina S.A.
Company Size: 5,001-10,000 employees
Industry: Banking
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
4.0
Functionality
4.0
January 2021
Administrator
It was a successful experience, very little problems (especially with integrations), that were finally resolved and some isolated problems that were resolved as the installation progressed. Generally speaking, it is a great Contact Center Solution
Pros
Expansion capabilities, broad knowledge base, and possibilities to grow with few requirements if needed.
Cons
Integrations with other legacy products have been an inconvinience.
Reasons for Choosing Genesys Cloud
Integration performance. Drive innovation Reduce time to market Cost management
Reasons for Switching to Genesys Cloud
-Technical evolution -Overall cost -Strong user community -Product functionality and performance
September 2018
Anonymous
Company Size: 51-200 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
2.0
Value for money
3.0
Customer support
3.0
Functionality
2.0
September 2018
Not a Big Fan
Overall, my experience with this software is mostly negative and I don't know if I'd recommend it to other companies who are looking for a reliable piece of software they can use everyday.
Pros
Once you are familiar with the best way to search for calls and how to utilize a call page to get information then the software is easy enough to use. In terms of profile information for agents it works well. I think the Queue activity is a good function of the software and allows me to monitor the status of inbound calls easily enogh.
Cons
I feel like I get inaccurate info with this product. For instance, the duration of calls is never accurate (I mean never). Many times the agent who actually conducts the call does not appear on the list when searching for a call and the timeline can be inaccurate too (not all the time though). My main issue with Purecloud's system is just how often it crashes. I rely on this system daily in order to monitor my agents and I will sometimes need to quickly jump into a call in order to gather info, only to ve given a message that the call data could nto be loaded. I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.
Response from Genesys
Replied September 2018
Thank you for sharing your experiences of using PureCloud and I'm sorry you have had some issues. We cannot contact you directly as you have posted anonymously but we really would like to connect to drill down further into the points you have highlighted and see what can be done to improve matters. Please contact me directly at lara.booth@genesys.com (Director of Customer Marketing) and I will be happy to escalate your issues. Thanks, Lara Booth
January 2021
Anonymous
Company Size: 501-1,000 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
4.0
Functionality
4.0
January 2021
8/10 product for now, as this product gets better will easily be a 10/10 product in the future
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. For my company as we had multiple software for our CRM, Genesys Cloud really made it easy as it is all in one software
Cons
Some areas still need to be developed, such as the reporting and the Workforce Management addon
Reasons for Choosing Genesys Cloud
More companies was using it at the time and the vendor was locally based
Reasons for Switching to Genesys Cloud
Lisence was expiring and the technology wasnt there