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My experience is only 1 month, so, not much to say yet.
What do you like best about the product?
Front end design is ok, functionality logic as well, seems a lot of options and possible functions.
What do you dislike about the product?
Nothing to declare yet. I have too less experience in the current position.
What problems is the product solving and how is that benefiting you?
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Solid Cloud platform
What do you like best about the product?
Inbound and simplicity, solid cloud solution with top security.- will recommend it to any mid to low customer base.
What do you dislike about the product?
Outbound dialer lacking compared to Pureconnect , cannot customize to customer needs.
What problems is the product solving and how is that benefiting you?
Customer Engagement
Amazing
What do you like best about the product?
The UX designed in a way where even more complicated things are easy to understand/configure.
What do you dislike about the product?
Sometimes as with most front end applications there are delays and lags which can be hard to troubleshoot fast in a context of contact center
What problems is the product solving and how is that benefiting you?
I can configure almost anything very fast in PureCloud. The main benifit is a fast learning curve even if you are new to the system
Quick delivery solution
What do you like best about the product?
The time-to-market. You can deploy a full stack capability solution in a couple of months
What do you dislike about the product?
Some restrictions about using different types of subscription within an organization
What problems is the product solving and how is that benefiting you?
Multichannel solution deployment for small CC
Great Underlying base for Service Operations
What do you like best about the product?
Ability to run multi site, multi language operations from one central control point
Simple interface for CSRs and good realtime MI visibility
Simple interface for CSRs and good realtime MI visibility
What do you dislike about the product?
Limited Reporting Customisation out of the box
Unable to use scheduling with rolling patterns
Some small obvious misses in functionality (Unable to schedule policy rules for Quality assessments from the last X days) which means more manual admin effort.
Unable to use scheduling with rolling patterns
Some small obvious misses in functionality (Unable to schedule policy rules for Quality assessments from the last X days) which means more manual admin effort.
What problems is the product solving and how is that benefiting you?
Been able to repatriate contact centre operations and see productivity benefits from that
Recommendations to others considering the product:
Be really clear about your use cases and how your customer journey's work with the skillsets of your teams. Skills are personal, Queues are realtime, so build appropriately and don't try to have single queues when you move people around to react to differences in demand across channels/brands/markets
The Genesys products are the life very simple for my custumers, and it´s the best tool in the cloud
What do you like best about the product?
Globabilty and funcionality, the posibility of integration with others platform,
What do you dislike about the product?
the support , have any areas of improvements
What problems is the product solving and how is that benefiting you?
My conections whith other tools, for example Salesforce, made a complete solution in the custumer management
Satisfying but confusing at times
What do you like best about the product?
I like that it is a very extended and almost complete system. It combines a lot of Customer Service features together in one system. I like that I can track what my agents are doing and real time tracking is really good. It's relatively easy to set up the flows in Architect (which I was never able to do in our previous system).
I like that WFM is integrated in Purecloud and that real time management towards agents and KPI steering on the spot works well!
I think overall the system and servers are very stable and we had little to barely any technical failures when it comes to connection.
It takes a while to find your way in the sytem, and understanding everything is impossible when you are in a small organisation, but I really like that it seems that most features can be found or a substitute. It is a very complete system at most.
I like that WFM is integrated in Purecloud and that real time management towards agents and KPI steering on the spot works well!
I think overall the system and servers are very stable and we had little to barely any technical failures when it comes to connection.
It takes a while to find your way in the sytem, and understanding everything is impossible when you are in a small organisation, but I really like that it seems that most features can be found or a substitute. It is a very complete system at most.
What do you dislike about the product?
It sometimes feels that not all features are fully developed. For instance the WFM part, where generating schedules is fairly easy. But still for my agents it's not possible to see their schedule on their phone, not easy (sometimes impossible) to trade shifts. Forecasting on historical data works, but still has minor bugs.
Reporting in Purecloud is easy when you use the pre-set dashboards under the performance tab, but unfortunately these just give a glimpse of what I want to see. Doing any deepdive via the reporting tab is not satisfying at all. I can't use most of the data in Excel or for my own reporting. Combining datasets doesn't work. With some investment it's possible to use it with 3rd party apps (Tableau, Emite) but it would be better if it worked in Purecloud itself. For me data is very important in understanding my business.
Unfortunately we can't seem to make the distribution of chat conversations (concurrency of 3 per agent) work . 3 chats will be distributed over 3 agents instead of 1 agent with 3 chats. In a small CC team this is harmful for the service levels.
The quality part (QA) is not fully developed in my eyes and many opportunities are not seized. I can't track what my analysts did or what their average score is. Deepdive on agent level is not there.
I really would love if more channels could be integrated in the system. Right not it only provides email, chat, voice and social. But one of my biggest channels is WhatsApp and SMS (yes still) and this isn't integrated. My partners/vendors reached out to build a connection together but so far no success.
Writing ticket/emails works well, but integrating a signature (or footer) still isn't possible. Sending plain text messages to customers is not matching any branding of my business.
I have to say, overall I am very satisfied, but feel like there are things that can be worked on or improved.
Reporting in Purecloud is easy when you use the pre-set dashboards under the performance tab, but unfortunately these just give a glimpse of what I want to see. Doing any deepdive via the reporting tab is not satisfying at all. I can't use most of the data in Excel or for my own reporting. Combining datasets doesn't work. With some investment it's possible to use it with 3rd party apps (Tableau, Emite) but it would be better if it worked in Purecloud itself. For me data is very important in understanding my business.
Unfortunately we can't seem to make the distribution of chat conversations (concurrency of 3 per agent) work . 3 chats will be distributed over 3 agents instead of 1 agent with 3 chats. In a small CC team this is harmful for the service levels.
The quality part (QA) is not fully developed in my eyes and many opportunities are not seized. I can't track what my analysts did or what their average score is. Deepdive on agent level is not there.
I really would love if more channels could be integrated in the system. Right not it only provides email, chat, voice and social. But one of my biggest channels is WhatsApp and SMS (yes still) and this isn't integrated. My partners/vendors reached out to build a connection together but so far no success.
Writing ticket/emails works well, but integrating a signature (or footer) still isn't possible. Sending plain text messages to customers is not matching any branding of my business.
I have to say, overall I am very satisfied, but feel like there are things that can be worked on or improved.
What problems is the product solving and how is that benefiting you?
Benefits of using a tool where interactions are monitored and where you can create schedules accordingly to the needs of your business. where you can alter the forecasting so that it fits your business trends.
We are better and more efficient after 1 year using Purecloud. Way more than with the previous systems where we had to combine 3 systems together (Ticket system, WFM system, Telecom system)
We are better and more efficient after 1 year using Purecloud. Way more than with the previous systems where we had to combine 3 systems together (Ticket system, WFM system, Telecom system)
not that good after all
What do you like best about the product?
It's relatively easy to develop basic call flows once you understand the approach you need to take.
What do you dislike about the product?
It appears not to be that easy to deploy (we can't make webrtc phones work in my company, and we're trying for ~6 months)
It forces us to integrate external apps via webservices, for my company that appears to be a big problem - we were told we'll be able to easily integrate with DB's
It's faulty - there are some problems all the time, some things just stop working for no apparent reason (i.e. position in queue which stoppe dworking properly this week).
We can't use VDN's - we're forced to use full e.164 numbers even for internal transfers - that's really annoying
You have to develop 4 flows to make a real flow working (main opem flow, closed flow, holiday flow, in call flow). that's really ridiculous.
You cannoy turn off/hide some parts of the system (agent assistance).
It forces us to integrate external apps via webservices, for my company that appears to be a big problem - we were told we'll be able to easily integrate with DB's
It's faulty - there are some problems all the time, some things just stop working for no apparent reason (i.e. position in queue which stoppe dworking properly this week).
We can't use VDN's - we're forced to use full e.164 numbers even for internal transfers - that's really annoying
You have to develop 4 flows to make a real flow working (main opem flow, closed flow, holiday flow, in call flow). that's really ridiculous.
You cannoy turn off/hide some parts of the system (agent assistance).
What problems is the product solving and how is that benefiting you?
it's relatively easy and quick to deploy once you have everything sorted out.
in most cases role configuration is really flexible (though not that straight forward)
in most cases role configuration is really flexible (though not that straight forward)
Recommendations to others considering the product:
Honestly, I have to say that this product seems not to be mature enough to be implemented in large organizations. It may be fine for small companies with small call centers and simple call flows.
Complete suite of capabilities
What do you like best about the product?
Our main problem was related to call routing between our company and out vendors. SLA's were comprimised and consumer were affected. Our current model is more simple, the IVR configuration just starting, help reduce 35-40% of the volume, and now call allocations is more simple and dynamic.
What do you dislike about the product?
Currently setting up reports is complex, but understanble, due to the large amount of data being capture, demanding time to understand the information and how to manage it. Dashboards are not that friendly. We need more guidance on how to take the most out of the tool.
What problems is the product solving and how is that benefiting you?
Call rourting between multiple locations and BPO partners. The IVR is a hit, helping with the call resolution up front.
Recommendations to others considering the product:
Great tool, proper implementation guidelines and structure within, to garantee a satisfactory implementation
Great platform.
What do you like best about the product?
It is easy to understand and with very complete dashboards.
What do you dislike about the product?
The reports have some information that is not real.
What problems is the product solving and how is that benefiting you?
Purecloud gave me more autonomy with the company, I can configure what I need with a few clicks. and the telephony is great.
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