Its a very good product, reduce the chain technology compounds and very easy to use

Its very easy to deploy, with a high quality technology, understand the business requeirements, and its all in one solution.

A better call recording its required, like a dedicated system (NICE, Verint, RedBox).

As we are still in the grip of a pandemic, using a cloud-based UC and CC solution, as Genesys Cloud, is invaluable to allow our people to work from home or anywhere with internet. As everyone is provided with a laptop and headset, we can guarantee 100% uptime of our Contact Center.

Combined with other solutions, it provides us with PCI Compliance, agent development and evaluations, work-from-anywhere, in-depth call routing via ACD and IVR, in-depth reporting and stats, scalability and resilience.

More ringtones needed - only one provided and it gets very irritating when in an office. Email interactions function needs refining.

While PureCloud has had its frustrating glitches, I find that it works far better and more intuitively than previous call center software. Having access to a number of features all in one place, rather than spread out across multiple programs, truly provides ease of mind.

PureCloud allows fluid communication either across the call center floor, across town, or even across the state or country. It allows multiple utilities that previous software such as Presence did not allow for, such as callback and voicemail functionality, chat features and built in email clients. It becomes a one-stop shop for a call center looking to offer more outreach for customers. Having the ability to work from home, especially in times of crisis, is crucial and this is what PureCloud does best.

Prone to outages and glitches, though admittedly some of these could be due to network errors within the company. The email client is less than intuitive, and frequently seems to block out valuable attachments, which are important when working in a tech support role.

Overall, the Genesys Cloud CX solution helped save us from the hassle of having to maintain the much needed hardware maintenance activities associated with your tradition on-prem solution. The flexibility with call routing enables us to get calls routed to the correct resource for support.

The IVR and virtual contact center routing capabilities along with Virtual hold callback solution and the outbound dialer campaigns is what we are actively using that our contact center receives a benefit from along with API connections to our host system for self service automation enabling our workforce to concentrate on handling exception versus normal contact requests.

speech recognition for banking industry can be improved upon.