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.
Excellence
What do you like best about the product?
Ease of use, easy to implement. Cloud-technology is the way to the future
What do you dislike about the product?
we are new users and have been satisfied
What problems is the product solving and how is that benefiting you?
our voice/telephony needs
- Leave a Comment |
- Mark review as helpful
Awesomely scalable
What do you like best about the product?
Rapid growth capable, stable and excellent partnership
What do you dislike about the product?
Other CX solution providers that don’t offer viable options that are cost effective for new businesses.
What problems is the product solving and how is that benefiting you?
Foundational architecture without the overhead.
Love it
What do you like best about the product?
Robust feature set and flexibility. Feature rich and softphone enabled
What do you dislike about the product?
Commercial construct . The commercial are inflexible, not competitive with the current market place
What problems is the product solving and how is that benefiting you?
fully integrated suite
Recommendations to others considering the product:
na
A good work in progress
What do you like best about the product?
PureCloud is made in a visually appealing design. I really appreciate the efforts to make it user-friendly and simple for contact center leaders. Why make things complicated? Another area I've mentioned to peers and colleagues is PureCloud's development attitude. They are constantly changing to improve, and almost weekly I can expect positive enhancements.
What do you dislike about the product?
Stability, especially over the internet. Although much better in the last 6-12 months, some in our organization have lost confidence in the platform because they have seen outages. It is also difficult when our own network and hardware experience issues, affecting call quality with softphones.
What problems is the product solving and how is that benefiting you?
Our organization has various mature contact centers, but the largest area has never operated this way - until now. Recently, we have been using PureCloud to guide our field locations down a CX path. We've connected departments that have never before worked together. The best example is our financial department. They have field staff across the country, but each staff member has been tied to only a handful of locations. Now, they are all using PC together and receive calls from everywhere. It's made them more efficient, and given time back to the business. As a contact center leader, this has led to an opportunity for me to infuse disciplines into our organization such as quality monitoring and coaching.
Recommendations to others considering the product:
I am not sure if our telephony team was offered assistance, but having a structured plan around setup is a must. Specifically, get consulting from Genesys or a 3rd party company on how to set it up within the organization.
6 Months Into Implementation w/o Success
What do you like best about the product?
Simple to use interface requires very little training for agents.
What do you dislike about the product?
Reliability and call audio quality have been major challenges.
What problems is the product solving and how is that benefiting you?
We are attempting to move from an on-prem competitor that is not scalable to meet our growth.
Recommendations to others considering the product:
Roll it out slowly, contract for small numbers of agents, and expect long user acceptance testing to resolve issues.
Good management of voice routing
What do you like best about the product?
Management of the queues, skills and users.
Roles easy to define
Roles easy to define
What do you dislike about the product?
Reports but in progress (not possible now for example to have all interactions line per line with the user, queues, skills and time)
What problems is the product solving and how is that benefiting you?
Pertinence of datas, calls of good quality and user management
Recommendations to others considering the product:
Choose a good integrator
Vice President Service Operations
What do you like best about the product?
The ability to scale our call center operations up or down with far less work than a traditional solutions.
What do you dislike about the product?
While PureCloud takes HIPAA compliance into account, at times we can be limited on the features we use (or how early we adopt them) due to HIPAA considerations.
What problems is the product solving and how is that benefiting you?
PureCloud has given us a lot of new options when it comes to business continuity planning. On more than one occasion it has allowed us to avoid business disruption by making our agents location independent.
Recommendations to others considering the product:
Genesys has done a great job over the last couple of years improving the stability of the platform and the service organization that surrounds the product. Despite this, we have found great benefit in a support partner who guides us in our use of the tool.
PureCloud in the Workspace
What do you like best about the product?
The fact that PureCloud can be adaptive to our needs is definitely the best. We can create and adjust things to better suit the specifics of our environment.
What do you dislike about the product?
My main dislike is our phone widget can only hold other PureCloud users its quick dial directory when beginning a new interaction. We have other frequently used contacts who are not on PureCloud that would be nice to be able to search by name rather than entering in the phone number.
What problems is the product solving and how is that benefiting you?
The agent experience has improved so much since we switched to PureCloud. We can now have everything in one place including our directory, rostering system, call evaluations and interactions. Previously these were all run through separate programs.
Recommendations to others considering the product:
I recommend PureCloud for those moving forward alongside the digital age, it is an adaptive front runner for contact centers that can be personalised to your work space.
PureCloud for Call Centers
What do you like best about the product?
It has a lot of features to get the maximum production for your Contact Center and has a friendly GUI. The Resource Center is good to check for solutions before to open Support Cases (even sometimes you can't find information for your issues there) and when you definitely need to open a Support Case the Customer Care Engineers are well trained and efficient.
What do you dislike about the product?
Some bugs or issues which keeps going after a some time and looks like they aren't solved yet, like Users Profiles Information which is not saved and you have to write it again and again until finally gets saved, some interactions get stucked after agents hang up the callsl and personally, I think some steps in Architect are complicated to use, but 80% of the PureCloud is great in my opinion.
What problems is the product solving and how is that benefiting you?
We have a better agents production for our clients and campaigns, reaching our goals and getting a better level for our company everyday. Also, we have an easy way to improve our PureCloud features due to its friendly management, even it requires a well trained and experienced professional for its administration.
Recommendations to others considering the product:
I think there are 5 important features on PureCloud that you can take advantage: ACD, IVR, Predictive Dialer, Queues for agents and Bull's Eye Skill Based Routing which can make your Contact Center a lot better and you will get a better production, efficiency and a lot of new opportunities with your customers.
I have been very pleased with the product.
What do you like best about the product?
The ability of use. Purecloud is very easy to set up and maintain.
What do you dislike about the product?
The different levels of pricing and the tiered system to open up more capabilities.
What problems is the product solving and how is that benefiting you?
We have been able to dial in on our analytics to help provide better business solutions.
showing 1,221 - 1,230