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Genesys PureCloud Review
What do you like best about the product?
Flexibility, Adaptability, ability to customize, add, change over time.
What do you dislike about the product?
Being a part of a Utility, Cloud technology can be expensive and difficult to capitalize the spend.
What problems is the product solving and how is that benefiting you?
We'd like to create a roadmap solution for our contact center that creates Omni-Channel Customer Experience.
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Promising & feature rich
What do you like best about the product?
Integration of all the channels and integration with 3rd party applications.
Neat iand easy to manage interface.
Neat iand easy to manage interface.
What do you dislike about the product?
Other than BYOC, Genesys don't have its own pool of carrier lines that can be provisioned
What problems is the product solving and how is that benefiting you?
Better customer experience
Purecloud
What do you like best about the product?
nature of the cloud. No on site hardware
What do you dislike about the product?
cost can be higher than on site, but much is off loaded to Genesys
What problems is the product solving and how is that benefiting you?
Smaller scale operations have limited budget but this offering is ideal
Great Partners
What do you like best about the product?
I like that Genesys works so closely with their customers - from idea sourcing to true team collaboration,.
What do you dislike about the product?
Support needs improvement. Genesys is so "pro customer" and personalization and empathy - but the support team knows nothing about our organization - they should know our history when we contact them - just like Genesys offers us
What problems is the product solving and how is that benefiting you?
Able to now have email routing and fax routing to agents
Recommendations to others considering the product:
The Genesys community of users is one of the greatest benefits of being a PureCloud customer. Where support may fail, (and I know they're working to improve) the community always has your back!!
Professional and functional conyact center
What do you like best about the product?
Simple to use, cloud based, intuitive, extendable with applications developed by other vendors.
What do you dislike about the product?
Web chat i good and easy to use. SMS and Phone service are difficult to setup.
What problems is the product solving and how is that benefiting you?
Contact center for small businesses.
Purecloud - CC
What do you like best about the product?
Agent Navigation- ease of use ; Training for the users are simple and easy
What do you dislike about the product?
Reporting/Analytics - reviewing real time data that reflects total production/operations
What problems is the product solving and how is that benefiting you?
Stability - The system has been stable no drop calls or call latency
PureCloud Review
What do you like best about the product?
All on one platform. Email, calls, chat, sms, etc. Also I love the fact that it has been so easy to set up. Talking for a business user point of view, Genesys PureCloud tools make it very user friendly for someone who is not technical to set up in no time.
What do you dislike about the product?
Reporting has been an issue. All reports totals cannot be combined. Does not provide the necessary reports on one report as there are no roll ups. Also on the queue performance view, all call interactions time is not specific to what status an agent is on. It states its on 10 mins ACW- After Call Work, but in reality, ACW was only 2 mins and the entire duration of the call was 10 mins.
What problems is the product solving and how is that benefiting you?
We're new to the systems so we are just working with Genesys to understand the system and how what we used to do, is needed no longer. We appreciate the Genesys team for sticking with us in the transition.
Partners in guest experience
What do you like best about the product?
Implementation was straightforward and easy with guidanceof PC team!
What do you dislike about the product?
Would like more robust WFM component and more dyanmic reporting capability.
What problems is the product solving and how is that benefiting you?
Intelligent call routing, improved ASA.
Impressive set of capabilities in one complete package
What do you like best about the product?
I like the fact that you can get a contact center experience set up nimbly and without the constraints of a heavy data center foot print
What do you dislike about the product?
I don't see anything to dislike yet. We are still evaluating.
What problems is the product solving and how is that benefiting you?
We hope to minimize the foot print of our telephone infrastructure while getting our organization ready for growth.
Transformacion de modelo de atencion al cliente
What do you like best about the product?
Como empresa, tenemos una clara vision de hacia donde queremos llevar la experiencia de nuestros usuarios.
Creemos que la plataforma de PureCLoud es una aliada escencial para el logro de objetivos en cuanto a la unificacion de canales, automatizacion y usi de inteligencia artificial. Queremos estar a la vanguardia y brindar la mejor experiencia a nuestros clientes.
Creemos que la plataforma de PureCLoud es una aliada escencial para el logro de objetivos en cuanto a la unificacion de canales, automatizacion y usi de inteligencia artificial. Queremos estar a la vanguardia y brindar la mejor experiencia a nuestros clientes.
What do you dislike about the product?
El uso de canales, o terceros para implementacion.
What problems is the product solving and how is that benefiting you?
We re integrating different channels, bot and AI.
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