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Starting the journey with PureCloud
What do you like best about the product?
It is helping me transform in a fast, flexible and secure way to CX.M
What do you dislike about the product?
Maybe keep improving the reports and dashboards
What problems is the product solving and how is that benefiting you?
Change the current platform
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My expereience with Purecloud
What do you like best about the product?
There is many possibilities with Purecloud due to its open API's and structure.
What do you dislike about the product?
The user interface doesnt seem as modern. As mentioned the strong point of purecloud is also its weakness. It is trying to hard to do everything and does some things well but not excellent. For instance the capabilities for the contact center is powerfull when it comes to one to one interactions, but on scale it lacks the ability to use multi wrap up codes, ticketing, and the ability to work on multiple tickets efficently.
What problems is the product solving and how is that benefiting you?
Purecloud enables us to provide omnichannel support with a more robust automation feateures. The automation features through architec is what mainly drove us to purecloud along with embedable webpages with scripting.
Level Up
What do you like best about the product?
We were a startup and our tool set was built up as we grew, What we have is many unconnected cloud apps that have turned into a chore to manage. We are now a part of a large OEM and found that we needed to mature our tools and support our forward thinking initiatives. Pure cloud was the perfect platform that tied it all together and still supports our agile nature.
What do you dislike about the product?
That cloud was not around six years ago when we launched.
What problems is the product solving and how is that benefiting you?
Automation, efficiencies, taking the mundane tasks away from our employees and empowering them to focus on core competencies.
Big PureCloud Guy
What do you like best about the product?
Love having an all in one solutiona and love all the new products and solutions coming out
What do you dislike about the product?
some of the costs can be a bit high and it would be great to have an "a la carte" option when it comes to pricing
What problems is the product solving and how is that benefiting you?
We use purecloud to run our contact center so we use it for everything.
360 View of your Contact Center
What do you like best about the product?
Genesys offers a comprehensive view that includes the customer journey and employee journey, combines them with best of breed analytics, and automation to provide a unique solutions to empower organizations to succeed in their respective markets
What do you dislike about the product?
In a competitive selection process, Genesys pricepoint is often higher than competitors
What problems is the product solving and how is that benefiting you?
replacing an existing contact center
positivr feedback
What do you like best about the product?
flexiabilty
account team
hospitality
. i will haver more valid information at a future date. Lisa Martin can help assist in response to this question.
account team
hospitality
. i will haver more valid information at a future date. Lisa Martin can help assist in response to this question.
What do you dislike about the product?
not certain i can respond to dislikes. i will haver more valid information at a future date. Lisa Martin can help assist in response to this question.
What problems is the product solving and how is that benefiting you?
easy deploys, labor savings
Recommendations to others considering the product:
get a good account exec to help navigate Genesys and truly understand potential for use
PureCloud - Highly recommended
What do you like best about the product?
Ease of use. Very intuitive. Easy to self learn they system (from a developer perspective).
What do you dislike about the product?
Not able to test changes before they are rolled out. Occasional downtime.
What problems is the product solving and how is that benefiting you?
Needed better ways for our customers to interact with us. Speed to deliver changes. Voiice, email, chat, WFM, call recording all on one platform.
PureCloud Review
What do you like best about the product?
Cloud solution with capabilities and security and reliability better than premise solution's.
What do you dislike about the product?
Not all the features are available like PureConnect or PureEngage.
What problems is the product solving and how is that benefiting you?
Cloud solution - work from anywhere and don't worry about the data center availability.
Recommendations to others considering the product:
Understand the need and get the right help to implement them.
SMB solution not yet ready fro enterprise
What do you like best about the product?
Easy configuration. Quick user adoption. Flexible integrations with specific systems. Once configured, it works. Enough analytics for administrative purposes. Easy to administer and manage. Strong integration with Salesforce.
What do you dislike about the product?
Reporting. Poor out of box reporting capability. Teams are tightly bound to out of box reports, which are limited. Access to the raw data is extremely limited. Difficult to scale for analytics.
What problems is the product solving and how is that benefiting you?
Speed to interaction with a customer. Voice, SMS and Chat logging and recording. Automated activity tracking via Salesforce. Dialer functionality for outbound sales teams.
Recommendations to others considering the product:
As long as reporting is not top of the list in requirements, or the organization has the budget available for additional resources to handle reporting, then PureCloud is the way to go.
Business Rating
What do you like best about the product?
Recently enhanced stability and support recieved.
What do you dislike about the product?
At times it feels like our initial build was not optimized
What problems is the product solving and how is that benefiting you?
Benefits: In house creation/implemention of call flows enhancing speed of delivery
Recommendations to others considering the product:
Review based on Genesysy pure engage cloud
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