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Smooth implementation
What do you like best about the product?
When we first desided to go for Genesys Purecloud, it only took 5 weeks until we were fully up and running on the new platform. The platform is easy to use for the agents and leaders, which is a huge advantage for us with a changing business.
What do you dislike about the product?
As per now I havent found anything that I dont like wirh Purecloud.
What problems is the product solving and how is that benefiting you?
Lower abandon rate, higher CSAT scores, overall a better customer journey
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Top-Notch Contact Center Platform
What do you like best about the product?
The level of customization is impressive. The system integrates well with Microsoft Dynamics 365 so incoming calls can be identified and presented with an appropriate menu. The administration panel is straightforward and access to the data with Power BI gives great visibility. Third-party add-ons like InteractionSync by Avtex made Genesys PureCloud easily the best choice for us.
What do you dislike about the product?
Coexistence with another phone system like Skype of Business is not seamless. Much deeper integration like presence synchronization with Skype would be valuable.
What problems is the product solving and how is that benefiting you?
Our old contact center was clunky and had no CRM integration. We wanted a cloud-based system that integrated tightly with Dynamics 365. PureCloud's native capabilities and the addition of InteractionSync by Avtex provides screen pops and automatic logging of each call activity.
Purecloud technology has improved access for people in our community who are in need of legal servic
What do you like best about the product?
Ability to log in and answer interactions from anywhere and call back option for our customers without having to wait on hold.
What do you dislike about the product?
Reporting could improve or at least be more user friendly for non-IT staff.
What problems is the product solving and how is that benefiting you?
Improvement on wait times by using call back feature
PureCloud - Super Simple Contact Center
What do you like best about the product?
What I like best is the simplicity around how to set up the contact center solution. From configuring basic menuing in Architect to the queues and agents themselves.
What do you dislike about the product?
I wish there was greater extensibility to allow for 3rd party IVR vendors to integrate
What problems is the product solving and how is that benefiting you?
We are able to offer our customers a Best In Class CCaaS solution in much less time that our traditional offer of Cisco UCCE or Genesys PureEngage Premise
Recommendations to others considering the product:
I would talk to your reseller/partner to get a demo set up and the work on getting a small POC center set up for trial. Once you see it in action, you will be able to determine if the solution is a true fit for you. If not, talk to your reseller about how to configure and extend the software to fully meet your business objectives.
Director of Operations
What do you like best about the product?
That the tool replaced many other systems we used. I like the call routing functionality using skills and que based routing
What do you dislike about the product?
we sometimes find when we make changes to something - something else breaks.
What problems is the product solving and how is that benefiting you?
call routing and reporting at the front line level
Recommendations to others considering the product:
You will see efficiencies for sure
Easy to use!
What do you like best about the product?
The ease of use for both leadership and the desk level agent.
What do you dislike about the product?
Some of the configurations that need to be set at an enterprise level I would prefer them to be set at different line of business levels.
What problems is the product solving and how is that benefiting you?
Very configurable for the business that we operate.
Pure CLoud Solutions
What do you like best about the product?
Having the ability to manage the contact center in the cloud is very beneficial. As a business user, the ability to quickly adapt the workflow is critical to the customer experience. We no longer have to wait for out IT teams to make changes, additions or improvements.
What do you dislike about the product?
The email limitiations do cause issues with managing customer interactions. The inability to search for completed emails by keywords is very limiting and we find that it is difficult to locate some completed interactions from customers.
What problems is the product solving and how is that benefiting you?
We have gained a number of benefits with Call Flow efficiencies and routing capabilities. Being able to better prioritize our customers and route them to associates that can best resolve their concern has worked to improve our Customer's experience.
awesome
What do you like best about the product?
Ease of use, all channel, ease of implementation
What do you dislike about the product?
Documentation. Also need certifications.
What problems is the product solving and how is that benefiting you?
Partner
Genesys Customer Review
What do you like best about the product?
The responsiveness and dedication to excellence from our account tam as well as the willingness to provide additional resources that will solve any issues we encounter.
What do you dislike about the product?
We ran into issues with outages which affects our entire business but resolution happened and we haven't had downtime recently to my knowledge
What problems is the product solving and how is that benefiting you?
Larger platform for our CX center. Benefits include the possibilities of smart desktop wit smart skill routing
Recommendations to others considering the product:
Stability Stability Stability
Genesys will allow us to transform our contact center world!
What do you like best about the product?
We are just scratching the surface as we just implemented our first contact center a few months back. However, we can already see the benefits and look forward to learning more about all of the capabilities.
What do you dislike about the product?
It seems to take a little longer to implement when leveraging an implementation partner. In certain situations...I want to go to the source directly.
What problems is the product solving and how is that benefiting you?
We need a contact center transformation...getting off of Avaya!
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