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PureCloud is pure joy...
What do you like best about the product?
Huge developer community, we’ll documented and easy to use
What do you dislike about the product?
Like all good things it comes at a cost, mobile apps could be better but they’re not the core product
What problems is the product solving and how is that benefiting you?
Efficiency in the call centre and greater insights
Recommendations to others considering the product:
Depending on you use case it’s either PureCloud or Amazon Connect/Twilio. It’s just a matter of how many development resources you have.
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Great product, Power to control
What do you like best about the product?
Purecloud interface is very user friendly. Granular level permissions and role settings. Very easy integration with Salesforce and other platforms, including web services.
IVR design is the most loved feature. Easy setup, multiple ways of integration into other systems. And also integration available for voice analytics (Call Journey) is a boon. Although we have not used this to full extent, this has been very useful.
IVR design is the most loved feature. Easy setup, multiple ways of integration into other systems. And also integration available for voice analytics (Call Journey) is a boon. Although we have not used this to full extent, this has been very useful.
What do you dislike about the product?
Reporting. There are some basic reporting capabilities that are not available out of the box and APIs are the only way to access. Some reports are also not available on APIs too, like, agent login, logout reporting. Feature like skill assignment in bulk to a group of agents is not available.
What problems is the product solving and how is that benefiting you?
Self service over IVR means less calls to the call center.
Smart call routing by decisions made on the data obtained by data dips. Improves AHT and unneccessary transfer between queues.
Smart call routing by decisions made on the data obtained by data dips. Improves AHT and unneccessary transfer between queues.
Uma ótima plataforma para manter toda a comunicação em um só lugar.
What do you like best about the product?
Foi muito fácil acessar e manobrar o software. Eu amo que PureCloud oferece um balcão único para todos os pontos de comunicação para os clientes A tela é agradável e o faq é muito completo
What do you dislike about the product?
Além disso, a disponibilidade de ter correios de voz roteados automaticamente como chamadas seria um bom recurso. As opções limitadas, como fax sem grupo, controle ANI de saída de nível de usuário, transferência de grupo Alguns painéis precisam ser atualizados manualmente para exibir dados em tempo real O atendimento ao cliente é muito ruim e quase toda semana há "problemas técnicos" com o purecloud as chamadas caem ou os chamadores saem da fila
What problems is the product solving and how is that benefiting you?
Modernizando nossa plataforma de call center Facilitou meu trabalho Eu trabalho com os dados de CSR para determinar a eficiência das equipes e nós usamos o purecloud para rastrear as chamadas e identificar os tipos de chamadas, motivos de chamadas e outros dados demográficos A qualidade das chamadas foi muito melhorada
PureCloud Review
What do you like best about the product?
What I like best is the user-friendly experience our agents have. It allows our agents to complete their job efficiently and offers an easy to use platform.
What do you dislike about the product?
What we have found challenging is the email solution. We would like more of an email management tool that offers more functionalities.
What problems is the product solving and how is that benefiting you?
Reporting is a great solution as we have a lot more real-time data on where our agents are spending their time. As well as workforce management.
Recommendations to others considering the product:
N/A
PureCloud is Pure Genius
What do you like best about the product?
It is incredibly easy to scale up, configure, administer which brings the business right into the architecture and design.
What do you dislike about the product?
It is very hard to find something I don't like. But thinking about it, only additional thing I would have liked was a better out of the box contact centre dashboard that could be published on a url - something like the marquee in PureConnect
What problems is the product solving and how is that benefiting you?
Primary reason was to move to a solution that we could self administer as a Saas. Second phase was to look for opportunities to improve CX. We have very easily achieving the first, and have moved into the second phase immediately without even realising, all due to ease of implementation.
Recommendations to others considering the product:
Get your business involved as early as possibly during design and implementation. PureCloud should be delivered in sprints and not with a waterfall approach. The power of PureCloud is lies in collaboration - it is a powerful tool that gives you the best of Genesys as a Saas.
Excellent multi-vendor CRM dialer
What do you like best about the product?
It is a good interface, with easy administration and good native integrations. I use the tool with integration with salesforce in which I had a significant increase in sales and performance visualization of employees. I recommend the tool.
What do you dislike about the product?
Some reports are not easy to understand, sometimes confusing, but overall it's a good tool.
What problems is the product solving and how is that benefiting you?
I'm dealing with some differences in reporting, support in Portuguese is still limited.
Recommendations to others considering the product:
I recommend using the salesforce
excellent tool
What do you like best about the product?
Ease of use, complete tool and with many menus to navigate.
What do you dislike about the product?
It does not have Purecloud in PT-br and makes it difficult to understand the tool for beginners.
What problems is the product solving and how is that benefiting you?
I do not need to climb other teams to take reports or move URA, it's all within the same tool.
Customer Care ideal product ... Best and Worst of Cloud
What do you like best about the product?
Our choice of Purecloud was to deploy as fast as possible. And it do the job. On 6 month we have build our solution and deployed it on 200+ Agent on 5 countries.
The cloud solution is really a major upgrade from where we start.
An all in one solution with every features already tune.
The cloud solution is really a major upgrade from where we start.
An all in one solution with every features already tune.
What do you dislike about the product?
The youth of the product. It's not enough stable. Too many small problems or thing not yet available.
the solution is a good first view, but we are waiting features that seems so basic for us (ringing management (internal/ACD), shortcut to off hook, click to dial, advance wallboard, ...). and after 2 years, we are still waiting for those basics
Lot of thing on the roadmap.
the solution is a good first view, but we are waiting features that seems so basic for us (ringing management (internal/ACD), shortcut to off hook, click to dial, advance wallboard, ...). and after 2 years, we are still waiting for those basics
Lot of thing on the roadmap.
What problems is the product solving and how is that benefiting you?
First we wat a worldwide solution because today we have 1 solution per country.
Then a softphone solution to do not have to keep hardphone on the desk.
And to finish a fully integrated Call center solution on other businesss tool (for us Zendesk)
Then a softphone solution to do not have to keep hardphone on the desk.
And to finish a fully integrated Call center solution on other businesss tool (for us Zendesk)
Recommendations to others considering the product:
- If you want to go on Genesys PureCloud known that it's a fully integrated solution. No customization, but everything available on the first day. it's a big step to go forward.
- Get the solution simple : Carrier directly connected to Genesys, and use WebRTC Softphone. the solution is easy and quick to deploy.
- Get a telco/Contact center engineer with you because the Genesys deployment is not so ready to help you on some internal problem to resolve.
- Be careful on signing with Genesys for your project. be sure you have a dedicated Genesys Engineer for you and the level of knowledge he have on the tool. The Engineer does not seems so technically on the level to have all the answers.
- Get the solution simple : Carrier directly connected to Genesys, and use WebRTC Softphone. the solution is easy and quick to deploy.
- Get a telco/Contact center engineer with you because the Genesys deployment is not so ready to help you on some internal problem to resolve.
- Be careful on signing with Genesys for your project. be sure you have a dedicated Genesys Engineer for you and the level of knowledge he have on the tool. The Engineer does not seems so technically on the level to have all the answers.
Best omnichannel system i have come accross
What do you like best about the product?
the ease of the system , very user friendly , even if you dont have the experience it is easy to navigate and understand the system, i am really enjoying the knowledge being gained from the system as we are a technology driven company and are taking our systems to the next level with the help of purecloud
What do you dislike about the product?
very hard to find to find the company on the web when we were looking for a new system , once we found genesys , we found an amazing product
What problems is the product solving and how is that benefiting you?
the ease of getting customer service level to a good standard , also to bring a world class call center to our environment,we are seeing alot of benefits in integrating the system in our company
Excellent call center tool
What do you like best about the product?
The interface is friendly and easy to use, for both call center and management users.
What do you dislike about the product?
The reports are not very detailed and also not very accurate, it is the only point on which the tool could improve.
What problems is the product solving and how is that benefiting you?
I have had some problems with reports, much has already improved, but could improve even more.
Easy installation and resolution for possible problems, the high index of availability of the tool is something very good.
Easy installation and resolution for possible problems, the high index of availability of the tool is something very good.
Recommendations to others considering the product:
Improve support in Portuguese Brazil.
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