Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
PureCloud is amazing!
What do you like best about the product?
The ease of use and configuration. We have used other vendors in the past and were so thrilled to be able to set almost our entire call flows up on our own before we even went live!
What do you dislike about the product?
No choice of ringtones. The default ringtone is not very friendly sounding and we've had complaints from out CSR.
What problems is the product solving and how is that benefiting you?
SLA adherence. Chat and calls all in one place.
Recommendations to others considering the product:
Start a trial and get into the system...spend a lot of time in there and familiarize yourself with the interface and administration.
- Leave a Comment |
- Mark review as helpful
PureCloud Features
What do you like best about the product?
The PureCloud platform is full of features I didn't even know l wanted. We started out looking at IVR options only, but quickly found the auto dialer to be one of our biggest uses. It took a bit, but we implemented an edge device to bring our own SIP trunk which allowed us to fulfill our carrier contract, but still get the features of PureCloud. It's a great option.
What do you dislike about the product?
I had a little bit of a struggle getting started due to the overwhelming documentation. There is a huge volume of documentation, but it can be a little difficult to locate what you need at first. Not that I'm more comfortable with it, it's very beneficial.
What problems is the product solving and how is that benefiting you?
We had too many leads and not enough agents to dial them. We also had simple questions tying up our high cost agents. We've been able to reduce costs by implementing an IVR, and contact more leads by using a dialer and freeing up the time our agents would spend sitting on the phone dialing.
Transition from traditional telephony to cloud based solution for the very first time
What do you like best about the product?
Great user interface and consistent performance. Setup has been much easier and we do not have to worry about system rollout new patch upgrade. Learning curve for the agent how to use the system cut down to 20mins when it was used to be one full day interaction. Lastly, the possibility of integrating with other systems are endless.
What do you dislike about the product?
Probably the cost side in especially the current model is not very flexible. This cause wastage for example even usage for a week end up charge for full month.
What problems is the product solving and how is that benefiting you?
We migrate to PureCloud because the previous system cost a bomb to make any changes. Simple thing like adding a queue would cost many thousands of dollar and take very long to implement. In PureCloud, we have the option to train our internal staff to provide simple support because the system is very easy to learn and use.
Excellent service for a complete communication solution
What do you like best about the product?
Intuitive interface and tonnes of self help literature. Kari from Genesys is quite helpful too. Also, Louis from the tech team is quite knowledgeable and prompt at following up.
What do you dislike about the product?
Tech support may take longer to reply sometime.
What problems is the product solving and how is that benefiting you?
Call centre reporting, call routing and more control over IVR.
We are trialing a ticketing system, and using LiveChat, but, intend on considering Genesys solution instead.
We are trialing a ticketing system, and using LiveChat, but, intend on considering Genesys solution instead.
Recommendations to others considering the product:
Consider integrating chat functionality and other tools to get a complete solution.
A good all in one solution for a unique contact centre
What do you like best about the product?
The customisable reporting function and recording functionality, all in one application for email, SMS, webchat, and phone.
What do you dislike about the product?
The system can be very permission dependant which is a positive and negative, it means you can very closely specify people's access but it also means certain permissions and access settings are difficult to fine.
What problems is the product solving and how is that benefiting you?
Providing support to a diverse customer base across Australia. Keeping all communication centralised to a single point is invaluable to business continuity and consistency.
Recommendations to others considering the product:
A good all in one solution that is generally intuitive. Can be challenging at times to set up functions but persistence is key.
Delivers on expectations, implementation partner is key.
What do you like best about the product?
Cloud-based telephony + omni-channel contact platform with high ease-of-use for all levels of users
What do you dislike about the product?
Advanced reporting requires API access. OOTB reporting may be inadequate depending on use case.
What problems is the product solving and how is that benefiting you?
Effectively and efficiently managing customer contact with accurate reporting.
Recommendations to others considering the product:
A great product that is unlocked by selecting the right implementation partner.
An Exceptional Product That Leave The Rest Behind
What do you like best about the product?
The continual improvement orientation means seamless feature growth and the simplicity of the interface makes it easy to train entry-level staff and managers while also providing a deep and configurable environment for IT&T managers.
As a not-for-profit the ability to scale and remain efficient was important to us and PureCloud was the right option to do this - limiting on prem infrastructure and letting our staff get out in the field were key reasons why we wanted a cloud-based solution and PureCloud delivered this beautifully.
When we compare it to our previous systems, the integrations are out of this world and the ease with which we have trained staff (including some very non technical ones!) was a major highlight. The internal management of the system has been effective, and our implementation partner was also excellent, giving us a great foundation to build off - full credit to Pyrios for their excellent work too.
Scale-able and competitive on price, PureCloud is simply a fantastic product.
As a not-for-profit the ability to scale and remain efficient was important to us and PureCloud was the right option to do this - limiting on prem infrastructure and letting our staff get out in the field were key reasons why we wanted a cloud-based solution and PureCloud delivered this beautifully.
When we compare it to our previous systems, the integrations are out of this world and the ease with which we have trained staff (including some very non technical ones!) was a major highlight. The internal management of the system has been effective, and our implementation partner was also excellent, giving us a great foundation to build off - full credit to Pyrios for their excellent work too.
Scale-able and competitive on price, PureCloud is simply a fantastic product.
What do you dislike about the product?
Not much to dislike. The two-source API documentation is a little confusing at first, but even this is just due to it being migrated onto the newer, better documentation platform.
What problems is the product solving and how is that benefiting you?
We have fixed the problem of having a deeply seasonal contact centre that required the ability to scale up and down dramatically while delivering consistent service to our supporters, both directly through quality of phone interactions and indirectly through talking to CRM and other ERP software.
Recommendations to others considering the product:
Do it!
We are still in design phase
What do you like best about the product?
The routing and email filtering possibilities are definitely features we are looking forward to explore. Additionally to this we see the skill routine as a huge potential to improve customer experience
What do you dislike about the product?
At this stage we do not know the product that thorough as we would like. This is something we think it could be improved. This is not necessarily Genesis related issue, maybe more system integrators related. Lot of debates are done around our existing process without giving him a a deep insight in PureCloud possibilities. This in our opinion may lead to replicate our process in new system without giving us ability to adapt and utilities eventual strength of new system
What problems is the product solving and how is that benefiting you?
We are hoping to automate email routing.
Good, but clunky
What do you like best about the product?
The easy integration between rostering and telephony is great
What do you dislike about the product?
Reports are not customizable enough. A lot of functions don't allow flexibility. Things that should be easy take too long and require manual work in the end.
What problems is the product solving and how is that benefiting you?
Using forecast data to better create schedules to service those calls. Managing queues and skills for the centre is easy, though a bit cumbersome given the amount of clicks needed.
Recommendations to others considering the product:
The systems fundamentals work, and is very bespoke for how it is. I find using it to be agile and quickly understand what is happening, and then report on what has happened, can be quite cumbersome.
It was a slow start but once up and running, it’s great
What do you like best about the product?
The continuous releases and reliability of the service. I enjoy the seamless integrations and AppFoundry
What do you dislike about the product?
Sometimes it can be very limited and functions which have been promised which don’t get delivered.
What problems is the product solving and how is that benefiting you?
I’ve been able to implement more oversight with staff and a greater client experience. Realised where we have gaps and change them.
showing 1,161 - 1,170